Wizard Creek Consulting.

Call Centers

General Information about Call Centers

Interesting Facts

Sunday, March 02, 2014


Live Help Desk for Managed Services Providers | GMS Live Expert

Live Help Desk for Managed Services Providers | GMS Live Expert: "GMS’ Live Help Desk Team: Scale your Help Desk"

'via Blog this'

Monday, January 12, 2009


A Day in a Call Center | Call Center Gal

"Do you want to know how stressful it really is working in a call center? Watch this clip of a funny call center scene from the movie “Big Nothing” that starred David Schwimmer of “Friends” fame. You know him, he was Ross Geller the geek love interest of Jennifer Aniston."

A very funny movie clip.


Can Budget Cuts To Customer Service Survive in 2009 | Customer Experience 360

"One of the growing concerns of businesses in hard times is how to downsize but improve customer experience. Recent news of Sprint’s employee lay-offs and closing of customer call centers will require unique solutions for a company that prides itself on customer experience."

Thursday, October 30, 2008


India's call centers provide pop fodder - The Boston Globe

"NEW DELHI - In a training session at a suburban call center, groups of fresh-faced Indian recruits jettison their Indian names and thick accents and practice speaking English just like the Americans do. They have hesitant conversations with imaginary American customers who complain angrily about their broken appliance or computer glitch. That is a scene from "Hello," the first Bollywood movie about the distorted and dual lives of India's 2 million call-center workers. "

Apparently this movie shows that the India Call Center is a subculture as much as a job. It is not very complementary to the often rude and sometime racist American callers.

Saturday, September 13, 2008


Use call centers to develop your business | SiMaMa

"J­us­t about e­ve­r­y vir­tual offic­e­ is­ lookin­g for­ a way to in­c­r­e­as­e­ th­e­ir­ bus­in­e­s­s­. Th­e­ “be­s­t ke­pt s­e­c­r­e­t” of m­an­y s­uc­c­e­s­s­ful vir­tual offic­e­s­ is­ to us­e­ call center­ ser­vices. Us­in­­g­ an­­ an­­s­werin­­g­ s­erv­ic­e g­iv­es­ y­ou an­­ exec­utiv­e s­ec­retary­ to an­­s­wer y­our c­alls­ twen­­ty­-f­our hours­ a day­, s­ev­en­­ day­s­ a week­. This­ is­ an­­ extremely­ v­aluable tool to hav­e in­­ y­our p­rof­es­s­ion­­al ars­en­­al."

Certainly something to be considered.

Thursday, September 11, 2008


Coming to Phoenix: the Call Center Industry's Premier Event

"NEW YORK, Sept. 10 /PRNewswire/ -- Experience the future of customer service at The Fifth Annual Call Center Exhibition (ACCE), which will take place September 15-18, 2008 at the Phoenix Convention Center in Phoenix, AZ."

Monday, August 25, 2008


CIO Issues - IP-Based Phone Systems Come of Age in the Call Center

"If your contact center has installed, or is planning to install an IP-based voice system, for reasons such as finding it to be the best choice in replacing your old ACD or supporting a new site or remote or home agents, then your facility is on track to become the new norm"

A look at IP based phone systems in the data center.

Saturday, July 19, 2008


Work at Home for a Home Based Call Center in India For Free

"Many call centers hire remote agents - individuals who work at home."

This is such a great idea. Because it saves costs, it is one major way to compete with outsourcing.

Sunday, July 13, 2008


A New Wave of Call Center Technology

"Call centers were once seen as an extremely cost-heavy and commitment-engaging endeavor for businesses. One company set out to change all that. Freedom TeleWork created a virtual call center with all the bellsand whistles of a traditional call center; including predictive and progressive dialing, chat, IVR, skills-based routing and click to call but they added a very key element to their solution, manpower."

Technology and virtual call centers - the wave of the future, and the present.

Tuesday, July 08, 2008


Call center school employs actors to teach would-be agents - INQUIRER.net, Philippine News for Filipinos

"MANILA, Philippines -- At Excel Asia, students brushing up on their English skills are coached not by duly trained language teachers but by theater actors and former television personalities."

Saturday, June 14, 2008


Why Zappos Pays New Employees to Quit—And You Should Too - Bill Taylor

"Zappos publishes its 1-800 number on every single page of the site—and its smart and entertaining call-center employees are free to do whatever it takes to make you happy. There are no scripts, no time limits on calls, no robotic behavior, and plenty of legendary stories about Zappos and its customers."

Most interesting techniques for call center employees.

Friday, June 13, 2008


YouTube - Medieval helpdesk with English subtitles

"YouTube - Medieval helpdesk with English subtitles"

A funny video with the tech guy explaining how to use the new technology - the book.

Saturday, June 07, 2008


AIM Technology :: Listen to Call Center Confidential Podcasts

"This podcast series features stories and insights from professionals in the call center industry. Short interviews will cover the nature and challenges of the industry, offer historical perspective and demonstrate how performance management impacts the landscape."

Podcasts for Call Center Professionals.

Tuesday, May 13, 2008


Call Center Security: How to Protect Employees and Customers - CSO Online - Security and Risk

"For many companies, call centers are the heartbeat of the business. So they require CSOs to strike a balance of physical and digital security measures for employees and customers alike."

Thursday, April 10, 2008


Call Center Trends: Home Agents

"One of the hottest trends in the call center market today is home agents. Using home agents, which collectively make up a virtual call center, customer-facing organizations can operate more efficiently and serve clients more effectively while staying within budget."

A fine idea.

Friday, February 22, 2008


Call Center Agent Empowerment « Yaicha

"If you’ve been around the call center industry any length of time (say, 5 minutes), you’ve heard the buzz about “agent empowerment.”"

Friday, February 15, 2008


QAQNA Call Center QA Questions & Answers

"Tom Vander Well has spent the last 12 years helping companies with their call center quality assessment (QA) and training efforts. Tom is partner and Vice-President of c wenger group, a consulting firm in Des Moines, Iowa that specializes in helping clients measure and improve customer service in their contact centers."

Good information on Call Center Quality assessment.

Friday, November 24, 2006


Callwork Comic Strip

"Callwork is a comic strip that pays tribute to all Business Process Outsourcing workforce here in the Philippines"

Thursday, November 02, 2006


Drivl.com | Workplace Kama Sutra

"Reports have revealed that Indian call centers have become a hotbed of promiscuity and the employees are often making the double-backed beast on-site."

Tuesday, August 29, 2006



A funny, and politically incorrect, movie about Call Centers and Customer Service.

Sunday, April 09, 2006


Call Center Comics

"The goal of CallCenterComics.com is to assist companies with the training of call center agents and management by providing cartoons that highlight the realities of the call center world in an entertaining fashion. "

Monday, December 19, 2005


Education May Thwart India's Call-Center Dream

"Between now and 2010, $110 billion of technology and call- center work will move to developing countries. India's share of such "off-shored'' tasks may be more than half, or $60 billion, McKinsey has estimated."


High-tech call center knows how angry you are

"The customer service call center of the future is here, and it knows that you're really, really angry."

Wednesday, November 02, 2005


Managers Share Secrets of Success

"From setting schedules for supervisory duties, to mystery-shopping overflow call centers, to setting bonus structures for seasonal workers — four catalog and contact center managers reveal how they tackle daily challenges."

Tuesday, October 11, 2005


Call Center Serves Katrina, Rita Victims

"In an old K-Mart building on the north side of this thriving Central California community, the American Red Cross has developed a unique response to help the victims of this year's devastating hurricanes in the Gulf Coast, by creating a call center to provide financial assistance via telephone for those who are now spread out around the country and need help getting back on their feet."


Outsource Your Call Center Overseas? Are you out of your mind?

"New Domestic Call Center provides highly trained American Operators for any size business 24 hours a day/7 days a week for rates even less than foreign call centers."

Monday, September 12, 2005


Call-center boom faces a stall

"The last thing you would expect India's call-center bosses to be worrying about is a shortage of staff. The entire 'business process outsourcing' (BPO) industry, including a wide range of services besides manning the telephone, employs an estimated 348,000 people. And nearly 3 million English speakers graduate from universities every year."

Sunday, September 11, 2005


Red Cross call center for evacuees

"HOUSTON – Saturday, the American Red Cross launched a nation-wide toll-free call center to assist Hurricane Katrina evacuees. The toll-free call center will provide financial resources and referrals to services for hurricane survivors across the nation.

Families in need can access this program by calling 1-800-975-7585 beginning at 8:00 a.m. Sunday."

Thursday, September 08, 2005


FEMA hiring 500 for Orlando call center

"The Florida Long-Term Recovery Office of the Federal Emergency Management Agency has contracted with Spherion, a staffing and recruitment company, to hire 500 employees in Central Florida over the next five days, according to an agency statement released Wednesday."

Wednesday, September 07, 2005


Indian call center worker arrested

"NEW DELHI--Police have arrested a call center worker for alleged theft of personal customer information that the firm was handling for its clients."

Tuesday, August 30, 2005


Indian call center workers watched constantly with high tech

"Indian call center workers are on the radar. Everything they do are watched by high tech infrastructure.

Following a spate of incidents where information about customers was leaked or sold, the industry has beefed up security to reassure clients that their data is safe."

Wednesday, August 24, 2005


Inmates get 12-hour call-center shifts

"Female inmates at a Singapore prison are working 12-hour shifts as telephone call-center operators and telemarketers in a state campaign to rehabilitate lawbreakers."


India tries exam to boost quality of outsourcing

"India has launched a national entry exam aimed at improving the quality of graduates recruited into call-center and IT positions in the country's booming outsourcing industry."

Monday, August 22, 2005


Call Center Conference and Expo 2005 in the Philippines

"THE call center enterprise is one of the fastest growing sectors within the information technology (IT) software and services industry. Since the year 2000, the Philippines has benefited from an unprecedented boom in the call industry which has generated jobs for the country despite the IT global crunch. It has become a major force in the call center segment, and nets a big slice of the tens of billions of dollars earned by the industry yearly."

Wednesday, August 03, 2005


Starting an Indian Call Center

E-Commerce News: Global : Starting an Indian Call Center: The Purple Case Study

"Retention is the number one issue in the Indian call center industry," said Mark Lewitt, an American operations manager for Mumbai-based Godrej Upstream. "The industry in India states that the yearly turnover of agents is around 30 percent, when the on-the-ground reality is that the rate is much, much higher," Lewitt said, adding, "It is closer to 60 percent."

Monday, August 01, 2005


Leveraging the Call Center's Most Underutilized Asset

destinationCRM.com: Leveraging the Call Center's Most Underutilized Asset:

"'This call may be monitored for quality assurance.' We've all heard that familiar refrain. Every day businesses record tens of millions of hours of customer calls, yet the majority of this valuable store of information is completely ignored"

Tuesday, July 19, 2005


Help Desk Software and Project Management

Help Desk Software, Project Management, track IT - Entry Software:

"TeamHeadquarters unifies your work on project management, help desk support, and whatever else comes along."

Friday, July 15, 2005


Consolidation in the Call Center Software Market

Consolidation in the Call Center Software Market:

"Company mergers, workforce optimization, interoperability and other trends might seem to be reducing the options for buyers of call center products."

Wednesday, June 29, 2005


India call centre staff in sex romp shocker | The Register

India call centre staff in sex romp shocker | The Register

Friday, June 24, 2005


InternetRetailer.com - Daily News for Thursday,�June�23, 2005

InternetRetailer.com - Daily News for Thursday,�June�23, 2005:

"When setting service levels in agreements with call centers, retailers need to make sure those measurements truly impact customer satisfaction, says David Himes, senior vice president, NewRoads Fulfillment and Customer Care."


InternetRetailer.com - Daily News for Thursday,�June�23, 2005

InternetRetailer.com - Daily News for Thursday,�June�23, 2005:

"Contact center company Alpine Access takes the virtual workplace to a new level: 100% of its 6,000-plus employee agents work out of their homes, connecting to clients’ incoming customer phone calls via a secure switch at Alpine Access, and to Alpine’s call center applications and client’s systems via a secure Internet connection"


Bloomberg.com: Europe

Bloomberg.com: Europe:

"June 23 (Bloomberg) -- HSBC Holdings Plc, Barclays Plc, and Lloyds TSB Group Plc are investigating claims that customer account details may have been sold by a former call center worker in India to an undercover reporter amid a probe by London police."

Monday, May 30, 2005




"LONDON:Alleged racial abuse and rude behavior from British and American customers are driving increasing number of Indian call center workers to quit their jobs, a media report indicated today. "

Friday, May 13, 2005




"LONDON: The Financial Services Authority (FSA) of U.K. has found that the staff turnover (staff attrition) at Indian call centers was approaching that in the U.K., and that managers were demanding comparable wages to their U.K. counterparts. "


'Homeshoring' means that call center might be in someone's bedroom

'Homeshoring' means that call center might be in someone's bedroom:

"Americans dialing for customer service are increasingly being connected to workers such as Allor -- call center agents without call centers. The move to home-based agents, working from bedrooms and kitchen tables across the country, started as a trickle in the late 1990s. But it is picking up speed as a low-cost alternative to traditional call centers."

Sunday, April 17, 2005


CRM News: Commentary: The Call Center Uncentered

CRM News: Commentary: The Call Center Uncentered:

"Is a call center still a call center when its agents are distributed around the state, around the country or around the world? Are a collection of home agents, some specialists on call, one salesman on the road, an outsourced help desk and a small call center in a foreign country collectively still considered 'a call center?'"

Monday, April 11, 2005


PRESS RELEASE Cincom's Synchrony(TM) Named Best of Show at Call Center Demo & Conference - Dallas

PRESS RELEASE Cincom's Synchrony(TM) Named Best of Show at Call Center Demo & Conference - Dallas:

"CINCINNATI, OH -- (MARKET WIRE) -- 04/11/2005 -- Cincom Systems' Synchrony customer experience management solution continues its run of success by winning the Call Center Demo & Conference - Dallas Best of Show Award. Synchrony was also recently named Product of the Year by two leading media outlets.

The Call Center Demo & Conference - Dallas award judges praised Synchrony's ability to cut through the clutter at the agent desktop, presenting the agent with a unified view of disparate but related events and data sources. The editors noted that Cincom's approach of working toward a 'unified 360-degree view of the customer' is something that's often sought after, but rarely achieved in practice. 'We were pretty impressed by the fact that Synchrony can coordinate a complete customer interaction and transaction history, product history, preferences, and the underlying business rules and workflow that enable each interaction to be handled correctly,' said Keith Dawson, editorial director of Call Center Magazine."

Monday, April 04, 2005


CRM News: Contact Centers: Call Center Employees Work from Home

CRM News: Contact Centers: Call Center Employees Work from Home

"Jim Ball, co-founder of Golden, Colo., customer-service company Alpine Access, is helping reshape the call-center business Meet the server enhanced for Linux®: the new IBM eServer™ OpenPower™ system..

Employees for privately-held Alpine Access answer inbound calls for a variety of industries. But instead of fielding calls in an office building, nearly all of Alpine's 4,600 employees, including 3,000 in Colorado, work from home.

Ball has increased revenue 45 percent from 2003 to 2004 and expanded his workforce by more than 50 percent year over year."

Wednesday, March 30, 2005


Call Center Scams

Call Center Scams

The further adventures of being put on hold By Stephen Schleicher

"A week or so ago, I wrote about my frustrations with faulty computers, peripherals, and how much I hate dealing with call center tech support. Things haven’t improved much, but at least tech support is getting what it deserves."

Sunday, March 20, 2005


Coaching Dramatically Improves Call Center Performance

Coaching Dramatically Improves Call Center Performance

"A financial software giant improved contact center employee experience — and the bottom line — by reinventing its approach to coaching."

Thursday, March 03, 2005


India Call Centers Suffer Storm of 4-Letter Words (washingtonpost.com)

India Call Centers Suffer Storm of 4-Letter Words (washingtonpost.com):

"Call center executives and industry experts say abusive hate calls are commonplace, as resentment swells over the loss of American jobs to India. According to a survey in November 2004 by an Indian information technology magazine called Dataquest, about 25 percent of call center agents identified such calls as the main reason for workplace stress. The survey said the calls often were 'psychologically disturbing' for workers."

Monday, February 28, 2005


Philippines Sees Call-Center Perks

Philippines Sees Call-Center Perks:

"By the latest count, there were 67,000 Filipino call-center agents last year, up from 2,000 four years ago. "


DMNews.com | News | Article

DMNews.com | News | Article:

"In a cramped office in midtown Manhattan, workers crowd into a tiny space in a building that is just blocks from the famous Madison Square Garden. Whether they know it or not, they are members of a nearly vanished breed."


New Call Center News Site Launched

New Call Center News Site Launched:

"Call Center Depot provides news about leading call centers and related call center technologies.

(PRWEB) February 28, 2005 -- Call Center Depot provides news about leading call centers and related call center technologies. The new site at http://www.call-center-depot.com makes it easy for individuals curious about call center solutions, to find the latest news and technologies in a convenient easy to navigate location.

Friday, February 25, 2005


Indiadaily.com - Call center workers get better working conditions in India than in US : Communication Workers of America (CWA)

Indiadaily.com - Call center workers get better working conditions in India than in US : Communication Workers of America (CWA):

"Call center professionals in India are well taken care of by the employers, compared to the US, where the workers were treated as a 'commodity', said an official of the Communication Workers of America (CWA), the largest workers union in the US"

Thursday, February 24, 2005


Line56.com: Call Center Skills: Mix and Match

Line56.com: Call Center Skills: Mix and Match:

Think about how to combine offshore and onshore to best effect; with skills in decline everywhere, you'll have to get better at this sooner or later

Thursday, February 17, 2005
Skills are declining, across industries and geographies, so in the long term businesses need to think very carefully about how they can assemble the optimal mix of human capital.

This is an excellent context in which to think about offshore and onshore staffing issues. Click here to find out more!

Take call centers, for example, and break them up into skill as well as cost tiers. The lowest cost tier is going to be occupied by offshore companies, but this doesn't mean that you should send business there indiscriminately. That's because the call center employee is on the front line with customers, and needs to be treated as part of a strategic revenue generation unit rather than a simple cost center."


Indiadaily.com - Call center girls hide their profession to get married in India

Indiadaily.com - Call center girls hide their profession to get married in India

In India people have started treating girls working in call centers serving American companies as some one inferior in society. Almost an invisible cast system has formed barring these girls from proper social status. People privately say these girls get verbally abused over the phone so heavily that they are close to “virtual call girls”.


AP Wire | 02/23/2005 | Call center adding 700 employees by May

AP Wire | 02/23/2005 | Call center adding 700 employees by May:

"NILES, Ohio - A call center that already employs about 800 people will hire 700 more workers by May as it begins handling incoming customer calls for a new contractor, a satellite television company."


BBC NEWS | Business | Call centre users 'lose patience'

BBC NEWS | Business | Call centre users 'lose patience':

"Customers trying to get through to call centres are getting impatient and quicker to hang up, a survey suggests.

Once past the welcome message, callers on average hang up after just 65 seconds of listening to canned music."

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