Call Center Interactive Theatre

“Call Cutta In A Box” is a surreal interactive art experience that involves one person at a time talking to a call center representative in Calcutta. It’s a fascinating look into a the distant world of Indian call centers that are so intimately tied to many other businesses and countries. During the appointment, participants take turns asking and answering questions, as the remote call center worker controls music, printers and other devices in the fake office environment the theatre takes place in. Over the course of this brief interaction, the two strangers get to know each other in a transcontinental piecing together of the puzzle of identity.

The Guardian reports:

Sunayana asks if I’d like her job, working in the callcentre in Kolkata. There are two types of jobs there, she explains: inbound calls and outbound calls. She has only worked there for six months - it is a job she is taking to help support her young son, while she awaits full-time work as a journalist - so she is trained only to field inbound calls, which are complaints or requests for customer assistance. The people in the next cluster of cubicles over are navigation experts for the city of Perth, Australia. They have been trained to speak English with an Australian accent, and they have studied maps and photographs of Perth, and newspapers from Perth, so they can chat knowledgably with their callers. She says some of them know Perth as well as they know Kolkata, even if they have never been out of India. She says she would like this job but the Australian accent is difficult for her to learn. Right now she mostly receives complaints.

It’s unusual, but it’s not particularly raunchy: Callers pay 53 cents a minute to listen to an actress read breathless passages from erotica dating to the Victorian era.

City Hall set up the hotline earlier this month to help the library raise cash for planned remodeling and expansion, Austrian media reported.

Anne Bennent, a famous Austrian stage and film star, reads passages from the Vienna library’s collection of 1,200 works of erotic fiction from the 18th, 19th and 20th centuries, the library said.

Officials said the hotline would be operational through May 31

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Kuala Lumpur call center

Datacom Kuala Lumpur Wins at Regional Contact Centre Awards

Work for IT Firms in Region Earns Datacom a Silver Medal

Kuala Lumpur, Malaysia – 21st November 2006 -- Datacom, the largest independent, professional IT services provider in Australasia, received a major regional award for their contact centre work on behalf of a leading locally based IT firm at the industries prestigious recent award night. Datacom also received a large number of country awards for their contact centre deliverables in Malaysia including three Silver, one Bronze and three finalists.

Datacom received the Silver medal for the best Outsourced Contact Centre of the year in the region, for work done with its client. Hosted by the Contact Centre Association of Singapore (CCAS), the 3rd Regional Awards for China/Hong Kong/Malaysia & Singapore are designed to identify the best performers in the professional management and conduct of contact centres. It is supported by China Call-Center & CRM Association, Call Centre Association of Hong Kong and The Call Center Association of Malaysia.

Datacom with its regional office in Kuala Lumpur submitted to the panel of International judges a compelling case for the award based on their work in the region. Mr Simon Kriss Chairman of Awards Committee at CCAS said, “We congratulate Datacom on their Silver medal win, it is a major achievement for this Kuala Lumpur based company, competing against their peers though the entire region.”

“In 2006 the Awards programme built on the success of the previous years whilst focusing on the core driving principles of Credibility, Validity, Relevance, Fairness, Equity, Simplicity and Repeatability. The concept of the awards programme is not just about the final trophies, it is more about what we all learn and experience along the way. Our industry will only succeed if we are all learning and growing together across the country, across the region and across the globe. The 2006 judges have been carefully selected from overseas to ensure that they have relevant knowledge and experience in call centre management to foster a greater focus on testing the management principles behind great call centre operations,” added Simon Kriss.

According to Datacom spokesperson Todd Gorsuch; general manager, Datacom Southeast Asia “We are delighted to win this award for our efforts with leading IT firms, it is most rewarding for our Kuala Lumpur and Australian teams to be recognised for our efforts.”

Datacom established its operation in Kuala Lumpur in 1998 to primarily serve the technology industry through the entire Asia Pacific region, and work closely with long standing Datacom centres in Australia and New Zealand. According to Todd; “This award marks a remarkable growth period for us, in the past two years with have tripled our client base and our revenue, increased staff by 125% and invested heavily in services such as COPC certification, Six Sigma methodologies and our in-house systems team of 20 staff developing applications and improvements for clients. This award cements our vision to become the regional vendor of choice.”

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Call Center Outsourcing

A Partnership That Works For You In an economy that is increasingly global and increasingly competitive, keeping up with customers means keeping up with ever-evolving call-center technology. Leading companies come to VAVO for customer-contact solutions, because we have invested more than a decade in contact-management technologies and developed world-class practices with a priority focused on quality.

Our Winning Edge Regional networked call centers: we off-load traffic from a crowed site while, at the same time, creating a robust resilience among our call centers in Hong Kong, Beijing, Shanghai, Guangzhou, Taiwan and Kuala Lumpur IP-based platform: We meld inbound and outbound operational modes, enabling more efficient workforce deployment Multiple channels: Our multimedia Call Center inte-grates traditional telephony,inter-active voice-response systems, SMS, video, fax, email, Voice over Internet Protocol, and textbased chat, allowing you to capture business opportunities from almost any channel at any time Certified agents: Our pool of experienced, certified agents enable you to nourish customer relations while exploring new revenue channels to capture business opportunities from each customer contact Our　service　models　allow　you　to execute customer strategies flexibly. Whether　you　opt　to　outsource　, in-source　,　cosource　or　pursue facili-ties management　, we assure 24-hour business continuity and a return on your investment.

Customer-care Services Nurturing your greatest asset 　　Our　streamlined　,　multichannel services feature customer hotlines, after-sales　support,　technical help-desks and membership hotlines. We integrate methodology, technology and appli-cations　,　and　provide multi-lingual customer-service　represent-atives　， multi-location　networked　centers,quality-assurance　processes, work-force management tools, and a wide knowledge base. Benefits You Gain Include: 　A dramatic reduction of capital requirements 　and 　the costs of he customercontact　operation　you exper-ience efficiencies 　in　 both 　your investment and operating costs 　A reliable partner in　 business success 　you　get　industry　“best practices” and　 top internationally acknowledged　levels　of　customer sa-tisfaction 　A highly　 skilled　, 　customer-centric 　workforce 　and 　scalable facilities-you 　receive　 scalable　, reliable　, state-of-the-art infras-tructure and human resources 　Flexible solutions tailored to a customized environment 　Quality assurance (ISO 9001/2000 and Six Sigma) and continuous quality improvement 　Confidentiality and security

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new delhi call center

After taking over the English-speaking market, Indian call centers may soon be doing the work of many Japanese companies. However, it might not be Indians answering the phones:

Espire Infolabs and MasterPiece Group and Success TRC have launched India’s first Japanese language call centre in New Delhi, the companies announced. Japanese operators are working in this call centre for inbound and outbound processes using Japanese language.

[...]

Speaking on the joint venture, Amit Rai, chief executive, Espire Infolabs, said, “It’s a proud moment for Espire and India. In a way we have come a full circle, from initially offshoring and sending people abroad to having foreign nationals live and work in India.”

In Masterpiece India Co. Ltd, the executives would be a mixture of both Indians and Japanese nationals with Indians having the Japanese skill set. This venture will reduce the labour cost to half in comparison to the BPO’s in Japan. In turn, India shall be benefitted with the foreign employment generation. Large number of Japanese people will come to India to work for one year and, at the same time, learn English, Hindi and Yoga in India while working at the call centre in New Delhi.

mumbai call center

Barclaycard is shutting a call centre in Manchester with the loss of 630 jobs because it will be routing more customer queries to India.

The credit card arm of Barclays has decided to outsource more work to Mumbai and Delhi at a time when other financial services firms, notably Lloyds TSB, have decided to return customer call centres back to the UK.

Finance union Amicus said it was opposing the decision to shut the Manchester centre but said it was continuing to meet with the bank.

"At a time of increasing pressure on all staff in Barclaycard we believe it to be totally inappropriate for this large and highly profitable employer to be announcing closures and job losses," said Steve Pantak, an Amicus official.

While the Barclays group reported pre-tax profits of £7bn, the Barclaycard credit card arm had a more torrid time, reporting a 40% fall in profits to £382m because of a hefty provision to cover customers' unpaid debts.

Barclaycard did not give any information about how much it hoped to save as result of the closure but Antony Jenkins, the new chief executive of the credit card business, cited global factors as one of the reasons for moving business to India.

"Decisions like this are never easy and we will be doing everything we can to support those affected. Barclaycard's business is becoming more global and to stay successful we must change how we operate to reflect this," Mr Jenkins said.

Barclaycard receives up to 50,000 calls a day from its customers in the UK and until now these had largely been received in Manchester and Teesside although two out of 10 callers were already being routed to Indian call centres.

From July 16, when Manchester will shut, the calls that would have been taken there will be directed to Teesside and India, where Barclaycard is expecting to create another 200 jobs.

Barclaycard will continue to pay Manchester staff for another three months after the centre closes and is offering them help with finding new roles, possibly inside the wider Barclays group.

Amicus believes that the banking group has such a large presence in the north west of England that all the staff who are displaced should be able to find alternative work.

Other financial firms are pulling back their call centres in India. On Friday, Lloyds TSB told its staff that calls would no longer be directed to India but instead to its 10 call centres in the UK and, perhaps more significantly, directly to its branches. It shut an operation in Newcastle with the loss of some 900 jobs three years ago.

Unions claimed the decision was taken after customer complaints about the service in India although Lloyds TSB insisted it was because a new automated phone service was relieving pressure on call centres.

Barclaycard said it felt certain that the quality of service in India matched that from its UK call centres. "All our research shows that customers who go through Indian call centres are the same as in the UK," a Barclaycard spokesman said.