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Welcome to Friday, which means it's time to wrap up the week's happenings in the world of call center outsourcing.
While large U.S. companies and the foreign call centers who do their customer service await the fate of Congressional legislation that may put the brakes onto offshore outsourcing, wiping out any advantages companies experience from sending call center jobs offshore, many of them are passing the time watching what happens to similar legislation on a smaller basis. Earlier this month, New Jersey's full State Assembly passed what's called the “Save New Jersey Call Center Jobs Act (A- 2651).” The legislation, sponsored by Assemblywoman Connie Wagner and Assemblyman Timothy Eustace, both Democratic representatives of Bergen County, was passed by a vote of 56 to 23.
Home-based call center outsourcing company Alpine Access has reported revenue growth of 54 percent in 2011 over the previous year. Company officials said it has more than doubled in size in the past two years and ended 2011 with revenues in excess of $100 million: an impressive nod to the home-based agent industry.
What's the most important element to providing excellent customer service? Is it the call center platform? The workforce optimization solutions that make sure the call center is staffed well at all times? The script? The first-call resolution? It's none of the above, according to an editorial by Michael Hess, CEO of Skooba Design, for CBS News today. And here's a hint: you can't buy it in a call center software solution.
Aegis, a global call center outsourcing provider, has recently expanded its footprint abroad by opening a new call center in the lush country of Costa Rica. With its new 900-seat center located in Rohrmoser, San Jose, Costa Rica, the company hopes to ramp up its outsourcing services. The company’s Costa Rica location will cater to U.S.-based clients in multiple industries including healthcare, banking, travel and hospitality, retail, and technology. In addition, agents will provide services such as customer care, customer acquisition, reservations, technical support, and collections.
This year, the most preferred destination for call center outsourcing turned from India to the Philippines for multiple reasons, including the fact that from a young age Filipinos are engulfed in American culture. Today, it was reported that a Filipina customer service representative committed fraud, causing many call center agents in the area to be on full alert.
Recently, the London fire brigade, the U.K.’s largest fire and rescue service, decided to implement a call center outsourcing plan when it moved its 999 control center to Capita and awarded the company with 10-year contract. Capita will run and fully manage the call center on behalf of the brigade and also supply a new 999 control system. Also, the existing staff including 999 control officers and back office employees will be transferred to Capita.
That's all the call center outsourcing news for this week. Enjoy the weekend!
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