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Stability of Philippine Call Center [ Jul 20 2009 23:06:28 ]
To the State of the Nation Address of President Gloria Macapagal, the call centers industry in the Philippines is stable. Mrs. Arroyo, clad in a red terno talked about the importance on how call center industry is extending help for the country in terms of providing jobs to the Filipino people especially to the fresh graduates. This industry is different from information technology (IT) outsourcing, which gives importance on hiring a third party company or service provider to do IT related works like application management and development, data center operations, testing and quality assurance. Mrs. Arroyo is taking cognizance of the significance of call center industry since of the ability of the Filipinos to speak English fluently. The Philippines ranks among the top off shoring hubs in the world because of cost competitiveness and more significantly our highly trainable, English proficient, IT enabled management and manpower. It is known that call center industry in Philippine is called New India as the country offers an abundance of inexpensive, English speaking labor. According to the 2003 Philippines Call Centre Industry, this was Benchmark Study conducted by call centres net. Our country is very viable alternative to other locations in the Asia Pacific and hence many local and multinational organizations have set up contact centers. This trend is set to continue as numerous companies progressively seek an Asian presence to service customers both regionally and globally. Information technology will help the Bureau of Internal Revenue (BIR) bring in more taxes in the coming months. It means that more investments are likely to happen in the following years because of the presence of this industry. The country has approximately 200 call centers and 20,000 seats. It is estimated that 80% of these seats are operated by call center outsourcing bureaus. While our strength in contact centers is well-established, we are now focused on growing the higher value-added services, including accounting, legal, human resources and administrative services.

BTRC Invites Opinion from Stakeholders and General Public on Call Centre Policy [ Jul 19 2009 00:07:38 ]
The Bangladesh Telecommunications Regulatory Commission has looked for the stakeholders and public opinion on a draft policy to set up the local and international call centres in the county for taking merits of the booming business dominated by India in the South Asian region. The draft policy had been posted on the website of BTRC by Sunday. Stakeholders and the general people had been invited to post their opinions. A call centre, centralized in an office used for receiving and transmitting a large volume of requests over telephone, is a booming business. Some Asian countries are enjoying its full merits with the help of a vast and cost effective workforce of educated, English speaking personnel, low cost technology and state support. It is noticed that there are about 11 billion call center industries in neighboring India banking on back office jobs which has mostly come from big European and US companies. The revenue of industry has been set in order to grow to $30 billion by 2012, according to Indian National Association of Software and Services Companies. The call centre is conducted by a company to administrate incoming product support or answer inquiries from customers demanding information. It includes a diverse range of activities like sales support, airline, hotel reservations, technical queries, bank accounts, client services, receivables, telemarketing and market research. We have looked for the public opinion on call center policy before making it final in order to invite applications for licenses. The government should note down the policy carefully to facilitate the local information technology firms to tap the vast market since enough work is coming to the developing countries from the developed ones. India is getting billions of dollars through banking on the booming growth in the call centre business. Bangladesh has a very bright prospect to grab an important portion in the market, mainly in the non voice segment.

Call center investors and their investment in Davao City [ Jul 18 2009 00:32:32 ]
As there are few more areas in Davao City, they need start new business in these cities. For this reason, government and the private sectors are enthusiastic and more call center investors are eager for investing in Davao City. Davao City Chamber of Commerce and Industry, Inc. thought that the regional investors in Davao city had been churned with the availability of good human resource which let them come and operate. In an interview Davao City government administrator told that the city remains a good choice for conducting call center business operation. It was told that Davao City had been among the rated metro cities of the country. Davao City got place on different ranking like this city ranked first in the cost of doing business and infrastructure, third in the responsiveness of the local government to business needs, fourth in dynamism and local economy, and seventh in human resource as well as training and quality of life. It was noticed that about 30,000 establishments were registered at the Business Bureau to operate call center business. It was proposed that different business centers are conducting their business in this city so this very urgent to commence call center business in this city. In this regard, it was decided that the concerning authority would inform their government and discuss the matter. They expect that the government will consider the business issue in the city. It is because of the fact that it will improve the business strategy and the hope for the development of the city business as well. At last it can be stated that the city has a great hope for conducting call center business in the city. For this reason, they are trying to take all kinds of relevant initiatives. This is a matter of inspiring business like call center in Davao city.

Hosting for Job Fair by Ryla to Fill 600 Jobs [ Jul 15 2009 00:03:07 ]
Ryla Inc. is a domestic provider of outsourcing call center and customer contact solutions. It announced that it is hiring an additional 600 full time permanent customer service and supervisory positions for its new Regional Headquarter customer contact center. The expansion has come on the heel of its recent grand opening and ribbon cutting ceremony. Here one of Ryla’s clients was very pleased with the facility and employee skill that they expedited their timeline to add more agents. For this reason, they are curious to declare that they are enthusiastically searching for adding an additional 600 employees from the local community. The company wants to say that these are not telemarketing positions. They provide inbound and outbound customer service like tech support and other customer contact solutions for Fortune 500 and government clients. Ryla recently employs 550 full time staff at its Saraland facility and 2,500 companywide. It is true that all the employees at Ryla’s Mobile area contact center provide customer service and support. The company is searching for the post of like Assistant Directors, Customer Service Representatives, Help Desk Support, Quality Assurance Coordinators, and Supervisors. Applicants must bring two forms with government photo identification, a current resume, and wear business attire. Recruiters inspire job seekers to arrive early and to be patient for large turnout expected. Companies like Ryla which play a great role for the economic development and create new employment opportunities are vital for the future of any state. So the growth and development of Ryla is very vital and significant. Any state might continue its working with the company by ensuring its presence success. Ryla is launching employee referral program to help recruit the highly qualified workforce as the proof of its work testimony. The company’s Saraland employees are very fit and skilled for the referral bonus at $100 for every person referred and hired by the company.

Innovative Training for All Contact Center Job Roles [ Jul 14 2009 04:48:18 ]
Understanding call centers: it is important to understand and realize the activities of a call center. Without understanding its activities, a call center can never be run. A call center agent must understand what a call center is and its main goal. At that time, call center agents can run its business.

Workforce management: This is important as for the management of call center. Without managing workforce, call center job role can never be managed.

Strategy and leadership: It is important to have strategy and leadership in a call center.It will help a call center to run well.

Quality assurance: A call center must have quality assurance for providing quality based service for the customers.

Soft skills for agents: The call center agents must have the soft skill for running the call center job and service.

Contact center technology: It is as important as the heart of a city. Without contact center technology, a call center can never be leaded.

It talks about whole thing of a call center. A call center can not serve its service without its technology.

Sales management: Sales management should be very organized and target oriented as it aims at the sales target of a call center. Without sales target, a call center can never be benefited.
Coaching and development: A call center must need coaching and development as it helps a call center agent deal the calls of different customers.

Six sigma process improvement: It is also significant for improvement of a call center.

Performance metrics: It is important to know about the performance of a call center agent.

Beside this, IVR and speech, supervisory skills, and contact center management are very important for a call center business. So it is essential to take care all of these matters.

5 Causes of Call-Center Agent Churn and Beating them [ Jul 12 2009 23:28:56 ]
Offering Options: One thing you can offer agents is choices like hours and conditions on work can be offered hours because it let agents fit for their job to the particular situation. Agents can work from home using VoIP technology. It is true that, flexibility is one of the cheapest ways of building morale and retaining agents.

Good Co-Workers: According to surveys, there are some reasons like location and pay figure to take a call center job. At the same time, the main reason for leaving is people. An agent becoming isolated or unfriendly does not continue call center job.

Division the center into teams like each with its own name, symbol and persona, and provide incentives for team performance is important for providing support and encouragement for the members. On the other hand, an unpleasant work environment can not be in call center until there is harassment and other offensive behavior. So there must have strict and well understood policies against harassment in call center. In this regard, an agent who makes harassment for another one should not be in the center.

Eliminating Boredom: Boredom is horrible. A bored CSR is not productive CSR, and one is not who probably going to be around very long. Cross training is a way for combating boredom. Agents can be kept fresh from monotony by teaching CSRs several jobs and switching. Varying the physical environment like decorating for holidays, you can keep the agents free from monotony.

Value Your Agents: CSRs must realize that what they do is significant. Usually, praising the call center agents isn't nearly as effective as knowing particular agents and giving attention to them. For CSR recognition personalized feedback can be the first step. Without one's paying attention to the particular doing, it will be hard to believe its importance. A daily positive performance report, available on each CSR’s screen at the commencement of the working day is important to make agents’ track.

Find the Right People: Finally, call center agent should be as loyal as much he can be. It is because the customers are not always well behaved.

Call Center Conference for Global Economic Impact [ Jul 11 2009 03:26:25 ]
Some largest names in the call center industry are demanded to criticize critical topics concerning the economy and the industry during the upcoming Annual Call Center Conference & Expo 2008 in a CEO panel discussion named Call Center CEOs: Rising to the Challenges of the New Global Economy. Different country chief executives represent some of the member companies of the Contact Center Association of the Philippines, and add Benedict Hernandez of eTelecare, Dan Reyes of Sitel, Marife Zamora of Convergys, Vic Endaya of Advanced Contact Solutions, Bong Borja of PeopleSupport, Maulik Parekh of TeleTech, John Langford of ICT Group, Beaver Lopez of PacificHub, and Raffy David of Pilipinas Teleserv, among others. They may exchange some of their experiences exercising in the Philippines having some challenges, facilities, and growing plans. They might also estimate global competition from emerging call center destinations and impact of the latest economic issues like the forex fluctuations developing inflation, the US recession, etc. With a view to further address these sorts of matters in time of the two day events, the CC Annual Call Center Conference & Expo 2008 will also create some features of keynote addresses from four high profile personalities. Events Committee thinks that it is going to be the hottest lineup of speakers and panelists that we have ever gathered for our annual conference. It is important to mention that two other panel discussions in time of the plenary session deal with socio economic facts. Call Center Clients: The Philippine Scorecard panel creates the features of the clients of third party contact centers who will exchange their experiences about outsourcing to the Philippines in comparison with some other countries in the world. At last it can be stated that Annual Call Center Conference & Expo 2008 has already been on its fourth run and has drawn thousands of participants every year. Conference fees are P8, 000 for two days Pass and P5, 000 for a one day pass in case of being registered before July 22. Group discounts has also been available.

Outsource with World Wide Call Center [ Jul 09 2009 04:38:38 ]
Successful Outsourcing means Worldwide Call Centers and at the same time, Worldwide Call Centers indicate successful outsourcing. World Wide Call Centers are supposed to extend their help for their clients for locating the BEST POSSIBLE call centers with a view to meet their needs. There many benefits of working with Worldwide. World Wide Call Centers are getting proper ideas concerning the working capacity of the call center agencies in their network. All these ideas let them locate the agencies rightly which have the best probability to be successful on each client application. World Wide Call Center has different clients with the most of the call center agencies in their network. It delivers the new clients with the added security having the effect of multiple accounts versus the impact of one. World Wide Call Center Consultants can introduce you properly to the best possible agencies for your application. It can save hours of disappointment in time of the searching process and eliminate the disappointment of selecting the faulty call center. It is true that the time savings can be enormous. The clients are helped in different ways by their expertise in order to find the most cost effective solution. All these are being played because of establishing a tight and strong relation and beside this, we think that establishment of successful, long term relationships should be our goal. We believe that we have to help the clients find the best combination of quality, service, and price. There are some agreements between World Wide Call Center Company and over 100 call center service providers by which a commission is paid to us dependent on the campaign. I think, if you are searching for a low risk way to shorten your costs, maximize your time, and give your call center outsourcing effort the best chance of progress, Worldwide Call Centers can be Your One Source to Outsource.

BTRC and International Call Center Joint Venture [ Jul 07 2009 05:07:25 ]
UNB reports that Bangladesh Telecommunications Regulatory Commission (BTRC) had taken initiative to accept application for licensing a potential new generation business in call centre from the first week of April. Beside this, the Commission had taken decision to facilitate the entrepreneurs of the potential new call center industry with tax holiday for three years in Dhaka and Chittagong and five years in the rest of the country commencing from the licensing. However, BTRC proposed only 0.5 percent tax sharing after the termination of vacation. The proposals had been at the ''Public Hearing on Call Centre Licensing'' arranged by the Commission at Bangladesh-China Friendship Conference Centre. According to follow up to Public Consultation on the Proposed Licensing Guidelines for Call Centre, BTRC invited the general people and call center entrepreneur to join the public open criticism about licensing Guidelines, and terms and conditions. Statistics says that over 2,000 stakeholders participated in the hearing. To apply for the license, a citizen must have trade license. It was announced that BTRC would provide the license as long as there would be the market demand. The license at a cost of Tk 5,000 for five years could be available for anybody which had been proposed Tk 50,000 earlier, and no renewal fee for the license. However, licensing guidelines for call centre based on the suggestions of the public hearing should be revised. It is true that Licensing is a continuous process so that BTRC cannot stop it as revolution could be brought through setting up the call centre industry properly. It was investigated and announced that the market size of the industry was 382.5 billion dollars in 2004 but when it would be 641.2 billion in 2009 after attracting only one percent, it will be 6 billion dollars and then it will be even more than our current foreign currency reservation. It was announced that BTRC has been planning to organize call center fair in the country after formally inaugurating the industry on a large scale.

BTCL Call Rate and other Facility [ Jul 01 2009 03:03:59 ]
According to the latest decision, the billing rate for BTCL to BTCL call anywhere in Bangladesh at any time will be 30 paisa per minute. There will be no peak or off-peak hours. The flat rate for both NWD and local calls will come into effect from July 1. The BTCL subscribers will be charged 65 paisa for calling mobile phone or other PSTN (Private Switching Telephone Network) phones. Again there will be no peak or off peak hours in this case also. BTCL will provide land line connections free of charge for three months from July 1, 2009 and waive line rental charges in a bid to boost connectivity in rural areas. Optical fiber connections will also be installed at the upazila and village level to encourage cyber café and call centre businesses to be set up for creating employment opportunities too. The free land line connections will be provided on a first come first served basis throughout the next three months though the deal will not be available in areas without exchanges. The new BTCL call rate of 30 paisa per minute will also come into effect from July 1, while other operators will have a rate of 65 paisa per minute. The new call rate will be inclusive of monthly line rental, which will effectively be waived for all BTCL users from Wednesday. Meanwhile, the government will spend $211 million to expand state-owned Teletalk's mobile phone network across the country. According to the Bangladesh Telecommunications Regulatory Commission, BTCL has an estimated 872,000 customers, while Teletalk has 11 lakh customers countrywide. The state owned by Bangladesh Telecommunication Company Limited (BTCL) in its latest bid to compete with the private telecom players on the market knocked down call charges at uniform rates for all parts of Bangladesh. It is a great offer for BTCL subscribers.

Bangladesh Call Center Job Environment and Its Agents [ Jun 24 2009 04:01:59 ]
Call center job means customer service served on remote basis by using telephone or computer equipment. There are two kinds of call center jobs in Bangladesh. One is inbound and another is outbound. Inbound call centers receive call and outbound is for making call. A call center job in Bangladesh can be classified into home based and site location based with hundreds of employees. Business like cable and internet providers, Credit Card Company, airlines and many others often outsourcing customer service work for call centers since their staff does not usually have to spend extensive customer issues. Call centers are worldwide though India is the first choice for many companies because Indian call centers provide high quality service at a low cost. A call center in Bangladesh performs its service casually. Some serve in professional environment with air conditioning and a lunch room. Some are quite sophisticated including an onsite gym, cafeteria and break room with computer games or a television. Even a shuttle transportation service for their employees is provided by a few call centers in Bangladesh. Work on shifts is available in Bangladesh call centers. Usually, an outbound call center job in Bangladesh demands employees to place phone by using a list of contacts and a written sales script. It is known to the public as telemarketing. Outbound call center employees in Bangladesh do direct sales work like asking for a donation, giving the recipients of their calling information and booking appointments for outer sales representatives to follow up. Again, inbound call center job in Bangladesh needs employee’s answer of incoming calls from customers. It is a more unpredictable work than outbound call center work in Bangladesh because the call center agent in Bangladesh does not know who may call with what problem, give complain or request for knowing information. At last, it can be stated that the call center agents in Bangladesh having patience, satisfactory communicative skills and ability to handle a big number of calls per shift can contact big call center companies in Bangladesh to find out call center jobs.

BTRC decided to join Int'l Call Centre Business [ Jun 20 2009 23:03:46 ]
UNB reports that Bangladesh Telecommunications Regulatory Commission (BTRC) had taken initiative to accept application for licensing a potential new generation business in call centre from the first week of April. Beside this, the Commission had taken decision to facilitate the entrepreneurs of the potential new call center industry with tax holiday for three years in Dhaka and Chittagong and five years in the rest of the country commencing from the licensing. However, BTRC proposed only 0.5 percent tax sharing after the termination of vacation. The proposals had been at the ''Public Hearing on Call Centre Licensing'' arranged by the Commission at Bangladesh-China Friendship Conference Centre. According to follow up to Public Consultation on the Proposed Licensing Guidelines for Call Centre, BTRC invited the general people and call center entrepreneur to join the public open criticism about licensing Guidelines, and terms and conditions. Statistics says that over 2,000 stakeholders participated in the hearing. To apply for the license, a citizen must have trade license. It was announced that BTRC would provide the license as long as there would be the market demand. The license at a cost of Tk 5,000 for five years could be available for anybody which had been proposed Tk 50,000 earlier, and no renewal fee for the license. However, licensing guidelines for call centre based on the suggestions of the public hearing should be revised. It is true that Licensing is a continuous process so that BTRC cannot stop it as revolution could be brought through setting up the call centre industry properly. It was investigated and announced that the market size of the industry was 382.5 billion dollars in 2004 but when it would be 641.2 billion in 2009 after attracting only one percent, it will be 6 billion dollars and then it will be even more than our current foreign currency reservation. It was announced that BTRC has been planning to organize call center fair in the country after formally inaugurating the industry on a large scale.

Meeting called by BTRC with Call Center Owners [ Jun 18 2009 00:01:35 ]
On 17th July, 2009 Bangladesh Telecommunication Regulatory Commission called a meeting for different call center owners concerning different matters related with call center. In this meeting BTRC chairman as the chief guest and authority concerned were present. Different call center owners and related authority concerned were in the meeting. BTRC chairman delivered his speech on different matters before the call center owners and other visitors concerned. Chairman consulted the call center owners about various issues. In the meeting chairman talked about his usual visit at various call center websites like callcenterinbangladesh.com. He also mentioned the coming event at Birmingham NEC, Hall 9 on Sep 22 2009. Chairman ensures that he will try to support all the call center owners to be there as he thinks that this event will be very helpful for all the call center owners in order to develop their call center services. In the meeting he wants to catch the call center owners’ problems and tries to give solution of them. He talks about bank loan for the call center owners in order to set up call center. Chairman notices that Universities in Bangladesh should include call center related curriculum as it will be effective for their call center based career. In this regard, it can be stated that the meeting organized by BTRC was really helpful for the enhancement of call center in Bangladesh and its future. All the matters discussed in the meeting were important and helpful for present guests.

Relationship between Bangladesh and UK Call Center along with their service [ Jun 13 2009 03:34:44 ]
Call center is a very new idea in Bangladesh but its commencement is very enthusiastic and faster than how people expected it. People are initiative and getting very hopeful about the establishment of call center in Bangladesh. Many business entrepreneurs are taking different steps and initiatives for starting call center business in Bangladesh. For this reason we see that different call centers are already established in Bangladesh. In the United Kingdom there are many call centers and their call center business is richer than Bangladesh though we started it very early. There is a relation between Bangladesh call center and UK call center. Bangladesh call centers are being established according to UK call centers. In Berlin at the forthcoming international congress “Best service is no service” is the subject of one of the keynote speeches. The retention of existing customers will place a top priority for businesses with the worldwide economic downturn. Cost minimization in time of achieving customer satisfaction will be an even greater challenge for contact centres. The exhibition expects over 7,000 trade visitors and 260 international exhibitors. An impressive programme with more than sixty presentations waits for the delegates of the congress. Bill Price, Amazon’s former Global Vice President of Customer Service, outlines in his keynote speech how to cast out the need for service. Dr Nicola J Millard, Customer Experience Futurologist at BT Global Services questions if call centers can survive the wants of the future customer. Bangladesh government has introduced their new policy and Bangladesh Telecommunication Regulatory Commission is playing the important role for this. For this reason, they have already taken different initiative to issue license for Bangladesh call centre. Online application form is also available for the betterment of Bangladeshi call center. Every call center is same on the basis of its function. Their function and purpose are same. But some call centers provide better service; some cannot do the same. Bangladeshi call center has started its function and has been providing service very successfully. In this respect, it can be stated that a call center is a place where customers and other calls are handled by an institution, usually with some amount of computer system.

Bangladesh and US Call Center Business [ Jun 10 2009 22:33:55 ]
Bangladesh call centre is the new way of developing telecommunication sector in Bangladesh. Bangladesh call centre is a new idea and the local people and investors are showing their interest about call centre in Bangladesh. Bangladesh call centre is a place for providing services for the customers through phone calls handled by live persons or agents, organization. Call centre activities are usually on computer automation. The ability of call center is to handle a large volume of calls at the same time. Mainly the Call centre agents are ready to screen calls at multi level and forward them to someone experience and qualified to handle those incoming call and to log calls. Phone, Skype, various types of messenger, mail order catalog organizations, telemarketing companies, computer product help desks are used by Bangladesh call center  and call center companies use telephone to sell products and services or provide information or help customer  resolve an problem. Most companies can find greater overall value in USA Call Center Services. Companies need make hard decisions about awarding call center contracts, especially in the duration of slower growth. US call center achieves three distinct benefits in the outsourcing considerations. US call center companies communicate message effectively, knowing instinctively how to upgrade products and services and close a sale. USA call centers have a competitive edge because they share a natural affinity with both business and customer. USA call centers price their services to aggressively compete with companies in Southeast Asia, Latin America and Caribbean, Philippine and even Canada. US call centers offer more value to outsourcing project, possessing instinctive idea of company’s most important markets that no amount of training can be replicated. By Hiring an USA call center for your outsourcing project, you can lend assurance to your project plans.

Functional System of Call Center in Dhaka [ Jun 10 2009 04:43:25 ]

Call center in Dhaka is very new and its commencement is satisfactory .The entrepreneur is also very initiative about the establishment of call center in Dhaka. Recently, different call center is being started in Dhaka,  Bangladesh which inspires some other call center agents to start their call center related business in Bangladesh. Institute of Call Center Technologies is the prominent training and development organization in Dhaka, Bangladesh. Call center business is new in Dhaka, Bangladesh. Bangladesh government has introduced their new policy and Bangladesh Telecommunication Regulatory Commission is playing the important role for this. For this reason, they have already taken different initiative to issue license for call centre in Dhaka. Online application form is also available for the betterment of Dhaka call center. A call center in Dhaka is a central point in an enterprise from which all customers’ contacts are managed. The contact center typically includes one more online call centers but can include other sorts of customer contact as well, having e-mail, newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally a part of an enterprise's customers’ relationship management. A call center in Dhaka would typically be adorned with special software allowing contact information to be routed to right people, contacts for being tracked, and data to be collected. Dhaka call center has resources, technology and operating expertise in spot to assist companies enlarge globally and surpass their client sales, services and marketing expectations by the Proactive customer centric approach. Dhaka call center companies provide 24 hours call service, providing higher quality-value and added Call Center Services from all over the globe. 24 hours call is based on at Dhaka. A call center in Bangladesh would typically be adorned with special software allowing contact information to be routed to right people, contacts for being tracked, and data to be collected. A call center in Bangladesh is considered to be a vital element in multichannel marketing.

Equipment Required by Call Center and Bangladesh [ Jun 08 2009 21:54:07 ]

Call centers are to depend on some equipment because of its establishment and development. Bangladesh has a number of call centers so that they are to have these types of equipments for the development of call center. T he following equipments are related to call center that have been discussed here: Agent Headset: Headset is an invention. It is born out of necessity. Headset is to prevent the tiredness and strain of the agents for working all day on the phone. With the advancement in technology, modern headsets are usually lightweight and durable. Virtually all features noise canceling properties and come in a variety of styles with the different options. An Alarming Opportunity:  If a small teleservice company reaches the market saturation, it cannot increase its client base further without diversification. Every business entrepreneur knows this and many see that a logical diversification is to add an alarm monitoring service. Backup Power Systems: Most call centers know the significance of having a good and reliable backup power source. It is a matter of sorrow that all centers have not taken steps to have the protection or to ensure that it is enough and maintained properly.  Uninterruptible Power Supply (UPS) Vendors: UPS systems supply emergency protection from outages of utility power.  The lengths of outages that may be covered are dependent on the size of the unit. The following companies manufacture UPS systems: APC Corporate Headquarters: Established in 1981, APC is a leading provider of global, end-to-end AC and DC-based power products and services.  Belkin Corporation: Belkin has over a decade of skill in the development of industry power products.  CyberPower Systems, Inc: Founded in 1997, CyberPower Systems (USA), Inc. supplies uninterruptible power protection products for desktop, workstation and network applications. Liebert: With more than one million power and environmental control systems installed throughout more than 100 countries, Liebert demands to get more ways to protect and cool sensitive electronics than anyone.  MGE UPS Systems, Inc: MGE UPS Systems supplies a wide array of UPSs ranging from protecting PCs. Headset Review: Almost all call centers need agents to use headsets.  There are many reasons including deducting back and neck strain, keeping hands free for computer work, and cutting down on background noise. Interactive Voice Response (IVR): Interactive Voice Response (IVR) is a call center automation technology that off loads routine calls and basic communication from live agents making them free to focus on more involved/critical calls. Messaging Systems: It will not be exciting, glamorous, or invigorating, yet for the vast majority of industries in the teleservicing industry, messaging services constitute the bulk of the work that they perform. At last it can be stated that the above equipments are very essential for Bangladesh call center development as these are the base of leading a call center properly.

Comparison between Bangladesh and Indian Call Center [ Jun 07 2009 00:30:31 ]
We know that call center business is new in Bangladesh whereas India has started before. There are a basic difference between Bangladesh call center business and India call center business. It is because India has  Large and educated workforce, Specialized call center outsourcing services, Time Zone Advantages, India’s Policies , Latest Technology and High-end Infrastructure, India enjoys the confidence and trust of global organizations. Comparing to outsourcing to China, Philippines, Malaysia and other Asian countries, Global organizations have always preferred outsourcing call center services to India. India has always been the most preferred outsourcing location as call centres in India offer a wide variety of benefits that other countries do not offer. Call centers in India have become the norm for establishing call center of several global companies. India has become able to effectively meet the growing international demand for call center outsourcing services supporting the cost-effective services and customer-oriented call centers. Many international organizations are also establishing call centres in India as India has a big number of qualified working force and support cost-effective call center outsourcing services. Large and educated workforce: Call centers in India have a great quantity of qualified, tech-savvy, IT skilled, trained, and expert professionals. Indian population has a good skilled in speaking English. In this respect, India’s large and well-educated workforce is the great workforce for call center business. Specialized call center outsourcing services: Call centers in India have a good skill in offering a number of call center outsourcing services like inbound call center, telemarketing services, technical helpdesk services, disaster recovery services, e-mail support services and chat support services among others. Bangladesh government has introduced their new policy and Bangladesh Telecommunication Regulatory Commission is playing the important role for this. For this reason, they have already taken different initiative to issue license for Bangladesh call centre. Online application form is also available for the betterment of Bangladeshi call center.

Different Conditions on Mobile Phone Call Rate in Bangladesh [ Jun 06 2009 00:58:27 ]

In Bangladesh mobile phone call rate is increasing very rapidly and along with this, there are given different conditions to the users. For this reason, the subscribers are suffering a lot as they lose their money without any particular system. By this time, all operators have increased their lowest call rate. For Friends and Family number the lowest rate is 57 paisa per minute. Many other operators charge 80 paisa per minute as the lowest call rate. Beside this, pulse system has already deducted though at first, it was at from the first minute. There is no notice about the previous offer but the subscribers are talking according to the previous offer. They are cheated in time of paying their bill. In this case, the govt. Tele Talk operator is different. They still charge 25 paisa for their friends and family number. On the other hand, they charge 1 taka 33 paisa for other operator and made an example. Tele Talk authority announces that they let the subscribers to talk to other operator but it will be after first minute. Managing director Md. Mujibor Rahman announces that it will not be activated after first minute. Recently, the matter is discussed in the meeting under the minister Raziuddin Ahmed Raju and at that time, he points MD Mujibor Rahman. To explain the matter, he adds that this is not only for Tele Talk but for other operators. He claims that it is mentioned in the advertisement with the small letters. However, it is told by the minister that if there is any cheating case by any operator, relevant action will be taken against them. During care taker government, BTRC makes rules for the lowest call rate of 25 paisa and highest call rate is 2 taka.

Bangladesh and Call Center Career [ Jun 04 2009 04:13:55 ]

Bangladesh has started call center business very recently. Though this job opportunity   is new in Bangladesh, it has drawn a very good attention to the young generation. Bangladesh Call Center jobs have been getting popularity because of its attractive salary, honor, and quality. Our new young educated generation is getting interested about building career in Bangladesh Call Center. In most of the Bangladeshi news agency publishes different news and article about career in Bangladesh call center. We know that different training center has been for making call center professionals. It means that Bangladesh Call center jobs are becoming popular day by day. We know that Bangladesh is a developing country in the world. Bangladesh call center job sector is developing day by day. Bangladesh Call Center jobs are the vivid examples of job career because Bangladesh Call Center is such a kind of job sector which is recently getting developed. This sector (Bangladesh Call Center) is already being appreciated by the most of entrepreneurs. It is because Bangladeshi human resource has the ability to run Bangladesh Call Center sector. So the future of Bangladesh Call Center jobs is very bright. The main function of Call Center is to help another company through phone. Call center provides customer service or internal service. Again, Call Center is a kind of intermediaries which makes a connection between a company and its consumers. Bangladesh Call Center is not out of this concept. The purpose of a Bangladesh Call Center is to receive customer, phone and serve their desired information. Bangladesh call center can be called a customer service center also. It is because they have to deal with a lot of consumers of another company. In a call center many employees are essential. For this reason, Bangladeshi educated generation has a great future in Bangladesh Call Center Jobs.

Ministry in Bangladesh is going to be Digital [ Jun 02 2009 23:22:45 ]

We shall have to master the latest developed technology. However, the ministry in Bangladesh is going to be digital. With the development process of internet and technology, we will go forward. To go forward, we need special training on technology. Last Wednesday Hasanul Haque Enu announced this in a hotel of the city arranged by Internet Service Providers association of Bangladesh. He also added that Government is taking 35 percent revenue on networking equipments. To let Bangladesh go ahead for developing technologically, a special request will be for deducting this revenue. Akhtarujjaman, ISP president and general secretary Aminul Hakim were present in the inaugural ceremony. This four days workshop will be functioned and directed by the representative of Asia Pacific Network Information Centre. Champika, Nurul Noman and Jepri Tosko are present as trainer. At first day workshop was on Internet resource management and training was provided on this. The trainer Champika says that internet will never be on good way without internet resource management. Training will be provided on Internet Rawting Register, Internet protocol Version 6, DNS Security till 5th June. In this workshop, 70 representatives of 43 companies in Bangladesh have joint. ICT Business Promotion Council is with ISPAB in this workshop. So it can be said that Bangladesh is going to be a digital country very soon. It is because of the fact that technology is just going to be at our hand that let our country be a developed technologically. Bangladesh will no more stay behind in the field of science and technology. It is because Bangladesh is going to be digital based on science and technology. This will take Bangladesh to the highest pinnacle of science and technology. People in Bangladesh will get it very soon and enter into the new world of science and technology.

24 Hours Call Services in Bangladesh [ Jun 01 2009 03:22:07 ]
Bangladesh has a number of 24 hours call centers. They have different features. We know that 24 Hours Call in Bangladesh provides outsourcing call center services to their call center customers. These call center services have cost effective pricing module and quality output. In Bangladesh, 24 Hours Call has resources, technology and operating expertise in spot to let companies enlarge globally and surpass their client all details. 24 Hours Call is a quick growing outsourcing call center company in Bangladesh and it provides higher quality value and added Call Center Services from all over the world. 24 Hours Call is based on Dhaka. 24 Hours Call gives opportunity for the gratification that comes from working with a technologically stable business partner and it must be committed to continually invest in processes, people, facilities and infrastructure, ensuring the highest levels of all operations. They must be committed to building scalable and repeatable business solutions & services ensuring client success. We know that 24 Hours Call specializes all kind of outsourcing call center services and these include inbound and outbound call center services. 24 Hours Call services in Bangladesh have strong steep industry expertise mingled with a depth of flat skill. We know that 24 Hours Call services in Bangladesh have specialization on Appointment Scheduling, Debt Collection, Lead Generation, Research Surveys and Telecom Industries, Insurance, Telemarketing in Mortgage etc. Our Inbound Call Center Services provides Call Center Technical support, Answering service, Order Taking service, Help Desk, & Customer Service. We should know that 24 Hours Call in Bangladesh for Outsourcing Call Center Services have high conversion rates, increased sales, and more contented clients, finally translating to reiterate purchases and reliable client relationships. At last it can be stated that 24 hours call center in Bangladesh play a very vital role in call center services.

Contribution of callcenterinbangladesh.com [ May 31 2009 04:29:40 ]
The world is now striving hard to achieve clues to the development of all aspects of human life. For this, different types of information are a must. Researchers have been successful in the explosion of knowledge at large. Now the question is of specialization or departmentalization of knowledge. Here is the necessity of Call Centers. Call Centers are engaged in providing particular type of information to its inquisitive customers. We also know the reasons behind success of our garments industry. The same factors may contribute to the call center industry in Bangladesh.  Callcenterinbangladesh.com includes all kinds of information regarding local and international jobs circular, recruitment policies, salary structure, competency behavior needed and such other information. Sometimes one can directly apply for a call center job through this website. Callcenterinbangladesh.com is the right place to ask any question regarding the call center business. We welcome any sort of inquiries.  We have an expert team to give analyze questions and reply thereto. We decorate our Calcenterinbangladesh.com with many tips that will help the call center investors, users, employees, managers and interested public to have a smart solution of their call center related problems. We collect information on the right technique to operate a call center business professionally and effectively. Call Center is a new dimension in business arena in Bangladesh but the progress is really upwards. We respect the people working behind the successful story. Currently, there are about fifty call center companies successfully doing their call center business. The Bangladesh government is encouraging the call center license holders to start their operation and trying to provide and promote all kinds of services and facilities to them. At last it can be stated the website that the contribution of this website is very great.

Part time job in Bangladesh call center [ May 27 2009 03:42:52 ]

Bangladesh call centers offer part time job opportunity. This job opportunity is especially for the students of A level/ graduate level. The salary of this job is hour basis. Many students are very interested about part time job in Bangladesh call center. Bangladesh call centers are recruiting different part time call center professionals. Bangladesh call centers are developing their customer service so that they recruit these part time call center professionals. These part time call center professionals are very helpful for Bangladesh call center customer service. It is not expensive for Bangladesh call center as salary is based on working hour.

Result of S.S.C & Other Equivalent Examinations Published Today [ May 25 2009 21:34:20 ]

Secondary and other equivalent examination’s result is going to be published today at 12 noon. It is told in a Govt. press briefing that the candidates will get result from their own centre. All the educational institutions will publish result at 12.30 pm.

Call Center Business in Bangladesh [ May 23 2009 21:27:41 ]

Call center business is increasing very satisfactorily in Bangladesh. In this regard, there are many call centers are going to be available in different places of Bangladesh. We see that there is a number of call centers at Uttara, Gulshan, Bonani, Dhanmondi and some other places in Dhaka. These call center companies are often recruiting call center agents. They are actually enriching our job sector by extending their call center related business. Maxcall center is one of the prominent call centers in Bangladesh. Recently, this call center agency has recruited 100 call center agents in their company. Often, we see that the call center agency in Bangladesh is recruiting call center agent in their company. Mainly the call center agent works on behalf of a big company to handle their calls come from different places of the world. It is a contractual business. In Bangladesh call center agency is developing their business technology by providing best call service. For this reason, they are applying better technology in their call center business. The educated young generation is getting interested in this profession so that the call center agency is offering better remuneration for the professional which let their business run well. In this regard we are hopeful about the future of call center business in Bangladesh.

Bangladesh Call Center Job Requirement [ May 22 2009 22:38:25 ]
Bangladesh is developing call center related job and often it publishes circular for call center professional demanding some requirements. To be a call center professional, a candidate must fulfill the following requirements: *The incumbent must complete ‘A’ level/ Graduation. *The incumbent should be fluent in English speaking. * The incumbent should have skilled in operating computer. *The incumbent should be smart, well behaved, creative and hard working under any hard dead line.

Call Center Job in Bangladesh [ May 21 2009 00:02:02 ]
The commencement of call center is very new in Bangladesh. Though call center has recently started its business in Bangladesh, its function is going on in a full swing that let create a good number of call center based jobs for our Bangladeshi people. Bangladesh Call Center jobs have been getting popularity because of its attractive salary, honour, and quality. Our new young educated generation is getting interested about building career in Bangladesh Call Center. Most of the Bangladeshi news agencies publish different news and articles about career in Bangladesh call center. We know that different training centers have been for making call center professionals.  It means that Bangladesh Call center jobs are becoming popular day by day. If we take a look at the packages of Bangladesh Call Centers, we see they offer a lot of facilities which are really inspiring for the educated generation. Bangladesh has a lot of brilliant professionals and they are working creatively. Bangladesh call Center Company offers full time and part time jobs. In this regard, we see there are many full time and part time employees in Bangladesh Call Center. Most of them are students who work as the part time employees. Besides, there are many full time professional employees in Bangladesh Call Centers. So it is very clear that Bangladesh Call Center Jobs are opening a very new and hopeful job opportunity for the educated generation. It, on the other sense, is opening new job facility for the whole Bangladesh. By doing this, Bangladesh Call Center companies are keeping great contribution to change the thinking of Bangladeshi people concerning job facility. It is very vital for the development of a country like Bangladesh. We know that Bangladesh Call Center companies are providing training service. It helps an inexperienced person perform his/her Job effectively. It is also helpful to the practical life because it improves the politeness and speaking power.

Commencement of Digital March in Bangladesh [ May 13 2009 23:32:02 ]

Keeping the day ahead of World Telecommunication and Information Society Day, 2009, On 13 May ISP Association of Bangladesh started Digital March, 2009 programme in Dhaka. By 17 May, 2009 it will be over in Chittagong. By that time, Digital March will be added in the exhibition of BTRC.

Book on DIGITAL BANGLADESH is being published [ May 13 2009 22:27:00 ]

On 16 May, 2009 a book named Digital Bangladesh by Mustafa Jabbar is going to be published. Anando Computers Ltd is publishing the book. Mustafa Jabbar says to Prothom Alo that my writings about digital Bangladesh will be in this book. Besides, some absolutely new writings will also be in the book. Though the book is going to be published on 16 May, it will be open for the readers of Chittagong on 17 May in WTISD 2009. At the same time, the digitally compiled copy of the book will also be available. By sending mail to mustafajabbar@gmail.com, reader can have its digitally complied copy. We can collect the hard copy of the book at 200 taka from market. Moreover, by sending 100 taka to mobile number 01711-530452, the book will be sent to the buyers' address. In this case, ID number of bill payment and buyers' address must be sent as well.

BTRC Invites Application to Grant License for IPTSP License [ May 13 2009 04:46:40 ]

The Bangladesh Telecommunication Regulatory Commission has issued guidelines on Licensing Procedure of IPTSP considering the Licensing Procedure Regulations, 2004. According to the Guidelines, License will be issued by the Commission. Any enthusiastic company might apply with the terms and conditions of the Guidelines for the License. For the kind attention of the applicants, Applicants can apply for IPTSP License up to 31st May 2009.

Consciousness made by BTRC for Digital Bangladesh [ May 12 2009 02:44:54 ]

From the last Sunday 10.05.09 BTRC arranged ROAD SHOW in Chittagong to make consciousness, inspire people for making digital Bangladesh keeping the day ahead of Telecommunication and Information Society Day 2009. The show has been started from GSE point in Chittagong at 11am.

Cagayan de Oro City, Philippines Call Center to Expand [ May 07 2009 02:04:05 ]

Cagayan de Oro City, Philippins A call center operated by a university in Cagayan de Oro City, Philippines will be expanding adding at least 25 more seats within the second quarter. The call center is also taking decision to update its services to meet the uprising demand of its main client, a translation company based in the United Kingdom (UK).

Britain's Interpreting Translation Line partnered last year with Capitol University's call center, which is aiming to expand operations within Asia. Josenita R. Abecia, the university’s call center manager, said that we will be doing a trade and industry survey on Arab countries soon through.

Its website announced that Interpreting Translation Line and headquartered in northeastern England has more than 100 interpreters and translators who specialize in almost every language from Arabic to Zulu.

US Airways Repatriates Call Center Jobs from Philippines [ May 05 2009 04:45:38 ]

US Airways Group has been repatriating some reservation call centers for working from Philippines after service problems threatened to disrupt the airline's industry leading revenue recovery, the Financial Times reported. US Airways emerged with the smaller rival American West from the last September after two spells in bankruptcy protection to form the sixth largest US carrier by sales.

Plantronics Headsets an Essential Tool at Top Service Companies [ May 05 2009 04:20:49 ]

Plantronics, Inc. announced that 24 of the 25 companies named in BusinessWeek’s third annual customer service report use Plantronics headsets in their customer service centers. BusinessWeek’s special report on customer service makes it clear that companies focused on protecting the customer experience, and not short term cost gains, in today’s difficult economy are rewarded with long term brand loyalty. In fact, the best performers have been investing in, not cutting, customer service programs to enhance satisfaction and differentiate from the competition. BusinessWeek identified the 25 Customer Service Champs by combining data from market research firm J.D. Power & associates and supplemental surveys using the BusinessWeek Market advisory board.

AT&T Opens New Call Center in Little Rock, Arkansas [ May 05 2009 03:42:13 ]

AT&T opened a high speed internet technical support center in Little Rock on, a hub that will provide 189 jobs. AT&T announced in September 2007 that it would build the facility by establishing 13t centers in the country that will assist internet customers with questions about their high speed digital subscriber lines, or DSL. An assistant director for Internet services at San Antonio-based AT&T, Mr.  Jason Allen The 12 other centers are already opened, said Jason Allen.  He also said that AT&T already has hired 14 managers and 79 customer service workers for the center, located on the seventh floor of AT&T's 10-story office building in downtown. The company will hire another 86 people by August to get the facility up to the full capacity.

Bend, Oregon Call Center Adds 350 Jobs [ May 05 2009 02:25:59 ]
TRG Customer Solutions announced that it needs an additional 350 workers at its call center in southwest Bend. Since October, TRG has created a tech support and customer service center for Apple products. It is because those products have proved popularity that Apple needs more help with support calls. The jobs have a starting pay of $10 per hour and employees can make up to $11.50 per hour by meeting performance targets. Applicants will be hired in training groups of about 75, and TRG estimates the full 350 answering on July.

New Call Center in Jackson, Mississippi Brings 273 Jobs to Area [ May 04 2009 23:50:19 ]

Gov. Haley Barbour celebrated the grand opening Thursday of a call center for new customer service companies Inc., the nation's prominent provider of extended service plans and buyer protection programs for consumer products. Since October, call center has brought 273 new jobs to the area. In a news release Barbour announced that we greatly value this opportunity with customer service companies which has brought jobs to hundreds of hard working people in Meridian at a time when many companies are laying off employees. He also added in a news release that the opening of this call center is a reflection of our continued efforts to support this region by increasing job and business growth opportunities.

The customer care team at the Meridian call center is responsible for fielding and managing inbound calls from DirecTV customers. According to the press release, with more than 17 million customers, DirecTV is one of NEW's largest clients.

Call Center Expanded to add 100 jobs in Monroe, Louisiana [ May 04 2009 22:10:21 ]

 Computer Programs and Systems Inc is a Mobile Alabama company that serves health care facilities and professionals. It will be expanded into Monroe with a call center that will create 100 new jobs over the next three year and it was confirmed by Jamie Mayo, Monroe Mayor confirmed.

Mayo announced that Monroe's Dr. Claude Minor, who was a client of CPSI, gave the city the original lead on the project more than a year ago and the city, state and OEDC Land Corp. has been in partnership ever since to let the deal happen. Mayo said that CPSI will begin its operation with 40 employees and ramp it up to 100 within four years at the Twin City Plaza, which is owned by Strauss Interests on Oliver Road.

New 911 Call Center to Open in Huntington, West Virginia [ May 04 2009 04:03:47 ]

In Huntington, West Virginia officials at Cabell County 911 expect to start moving in equipment to their new call center next. And they are going to start training within a month. Director Mike Davis said that a complete change over the new facility should take place later. He made responsible the poor weather at the onset of construction for delaying the project. The 12,500 square feet building is located near Norway Avenue and Gallaher Street in Huntington. It is the product of about three years of design, consultation and construction. It will be housed like an expanded 911 dispatch room at its core. The dispatch room will be surrounded by several offices, two bunk rooms, an exercise room, an equipment room and a dedicated emergency operations center.

ePerformax Offers Free Workshop for Aspiring Call Center Agents [ May 03 2009 03:24:27 ]

It is good news for the fresh college graduates who are aspiring to work as call center agents that ePerformax offers free workshop for aspiring call center agents. Business Process Outsourcing (BPO) firm ePerformax has been offering a free global communication training workshop for people who want to work in call Center Company. Vincci Larang, ePerformax's recruitment manager declared that candidates who pass the screening test will be qualified for a free training course that will prepare them for the next level in the company’s recruitment process. The day long workshop aims to bridge the training needs of potential professional. It enables them to come closer to be qualified. Larang declared that the workshops will emphasis the English communication including grammar, pronunciation and intonation. He also added that the interested applicants can conveniently attend the screening test at ePerformax’s Career Café2Go booths located at the Ayala, Shaw, Cubao and North Avenue MRT stations.

Telus International has opened their fourth call center in Manila [ May 02 2009 03:49:23 ]

Telus International has opened its fourth call centre in Manila. Its current employees are 900 but it will ramp up to include at least 3,000, possibly by the end of the year. In order to fill these new positions, Telus spokesman Shawn Hall declared that the company would absolutely look for hiring from a growing pool of returning workers to Philippine. He also said that Because of its history as a U.S. colony, Philippine is a great place to run these kinds of business. He added that people there have very good educational levels, speak English well and have an affinity to North American culture, as well as a lot of families.

In recent month, a slew of other mid-sized and large BPO centres like one opened by Telus declared their own expansion plans, according to Manila-based consultant Michael Hamlin. A new survey published jointly by Hamlin’s company, Team Asia, and the Business Processing Association of Philippine found more than 80 percent of respondents.They will increase their workforces this year and almost 50 percent cited a growth between 10 and 200 percent. The BPAP is projecting 30 percent growth for industry overall. For an increasing number of clients, Hamlin said that Philippine is one of BPO centres in an international string. For risk mitigation, he also added that they do not just want a presence in India or just in Eastern Europe or North America. Indeed, while the bulk of Telus International’s employees have already been in the Philippines, the company recently declared plans to open a 1,000 seated centre in Las Vegas and three others in Central America.

In Vancouver, Maria Javier, a program manager at Multicultural Helping House, which is helping foreign workers from the Philippines cope with the economic downturn, declared that while it might seem inspiring to listen that BPO facilities are faring well, most employees from Philippine who lose their jobs here and face being forced to return and they will find little comfort in such news.

Sykes opens Call Center in Brazil [ May 01 2009 23:06:47 ]
Sykes Enterprises, the international operating call center-service provider, had extended its operating business starting a new Call Center with 250 seats in Brazil. With an existing worldwide consumer technology customer of Sykes, the entry into the Brazilian market takes place jointly.

We know that Brazil is the tenth largest national economic and growth market in the world with a nominal gross domestic product (BIP) of over US 1.3 trillion dollar. The country arranges a growing population on the basis of about 200 million consumers with rising per capita income. President and CEO of Sykes Chuck says that With our entrance into Brazil, we expand the business possibilities in our target markets while we help new and already established customers from the USA and Europe with the usage of our global market presence to provide service the local Brazilian market . In view of our solid balance, the recent expansion in Brazil signifies our ability to invest continuously in new markets under the current economic situation as well as to further strengthen our presence customer relations. On the basis of providing service for the customer, Sykes Enterprises introduces this type of call center. This international call center has been operating its business for the improvisation of the development of call center service.

Bangladesh: BTRC to start up IP telephony [ Apr 27 2009 03:19:34 ]
(TendersInfo (India) Via Acquire Media NewsEdge) The telecom watchdog has declared that are going to issue licences for IP telephony in a move to start voice calls through the internet protocol, the use of which has so far been stopped in Bangladesh. IP-telephony licensing will be very effective for the local internet service providers (ISPs). Licence holders will provide international and domestic voice calls over managed IP-based networks,according to IP telephonylicence guideline designed by (BTRC).Transmitting voice through the internet protocol will be allowed but the use of VSAT for routing voice for commercial use will still be illegal even by issuing licences. BTRC Chairman Zia Ahmed expressed in time to talking with The Daily Star, "The IP telephony supports an option to make voice calls through the internet protocol, and we are going to allow these. These are not like VoIP that have been practised illegally in Bangladesh. He added that whatever the IP licensees function, it should be channeled through legal platforms. IP telephony is a general term used to explain the technology which uses the internet protocol's packet-switched connection to exchange voice, fax and other forms of information services.

In Bangladesh, around 10 lakh people are connected with the internet through members of the ISP association. Former president of the Internet Service Providers Association Bangladesh (ISPAB) Salam said, "So the usage of IP telephony at an affordable cost is mandatory in Bangladesh.” The IP telephony market will be competitive as the customers are to pay a nominal charge to enjoy voice call services. Salam also said that the additional charge for using IP telephony would not matter as internet users are used to paying charges on a monthly basis.

BTRC will issue two types of IP telephony licence like nationwide and zonal. The nationwide IP telephony licensee will be able for providing IP telephony connections for the subscribers throughout the country. Meanwhile, according to the IP telephony guideline, zonal licensees shall provide IP telephony connections for subscribers in particular zones only. To the guideline, a licensee will be for making voice calls by using legal call routing channels. All international IP telephony voice call will be routed through interconnection exchanges and international gateways.

Barnes & Noble Establishes New Call Center in New Jersey [ Apr 25 2009 00:44:42 ]


25 April, 2009


In current economy where call centers are shutting down and jobs are being downsized there Barnes & Noble has announced that they have relocated its 200 customer-service employees in Secaucus, New Jersey.

President of Barnes & Noble.com, William Lynch said that, "While the trend at many consumer companies is to outsource call centre operations, we are proud to make this significant investment in both technology and in our people that not only keeps jobs in our country, but right in our own backyard."

Barnes & Noble is taking the stance that it is breaking a structure that has become too commonplace in this economy. In keeping staff, the Barnes & Noble is establishing a standard and this move is even demonstrating the Barnes & Noble’s commitment to its employee base. The new call center of Barnes & Noble is quit big (30,000 square foot) Live agents immediately began answering quarries from customers at its retail stores and from the Barnes & Noble.com.

The new Barnes & Noble call center is designed to be much more efficient in layout and the customer service staff will have access to the latest forecasting and scheduling technology. The latest in customer relationship management software will also be available in Barnes & Noble call center.

250 jobs in Ebm Expansion created by Call Centre [ Apr 18 2009 00:53:01 ]
18 April, 2009

JOB creation was lifted last day with Taoiseach Brian Cowen declaring the 250 new jobs at an outsourcing and call-centre company.
Mr Cowen told a €6m expansion plan through Enterprise Ireland for the Irish-owned Abtran will see 250 new jobs created at the Cork operation.
Call Centre currently employs 600 staffs at its headquarters at the University Technology Park in Curraheen.
Mr Cowen talked about the investment which is a proof and also told that Ireland remains a good place for firms to do business. Mr Cowen declared "These are very welcome jobs and proof that Irish firms are already positioning themselves to take total benefits of the recovery in the global economy. I think we have to acknowledge that there are real successful stories in a very competitive and hard market-place. This declaration shows that there are many Irish companies who are internationalizing and who compare most favorably with any of the competition world-wide."
Its client list already includes Sky TV, a Post, the Irish Financial Regulator, and Hibernian Insurance, the ESB and, most recently eFlow, the firm which operates the barrier-free tolling system on the M50 in Dublin.
Abtran has also got a number of international contracts in England, Scotland, Italy and Germany. Foreign Affairs Minister Micheal Martin also greeted the investment as good news for Cork and Ireland. He said "These are very creative and better jobs and can come at a very significant time for Cork and the Irish economy,"
"Of course, every new job offered is tremendously emphasizable for the all most economic sector and the expansion of firms like Abtran sends out a very positive and effective sign."
Mr. Cowen ensured that last day’s declaration had been the 2nd piece of good news for the Cork economy recently by following the previous declaration of 100 new jobs offered by the American electronic games company BIG FISH.
But the good news was tempered by the declaration previous day that 17 jobs are to go at a Midlands DIY centre.

Bangladeshi Call centres face shortage of skilled human resources [ Apr 17 2009 10:15:20 ]


17 April, 2009

The Bangladesh call centre industry is facing policy hurdles and a shortage of skilled human resources that are posing a threat to nip the promising call center industry in the bud.

Only 26 out of 300 call centre license holders in the Bangladesh are inching towards grabbing a share of the $450 billion world market.

The remaining license holders are in a dilemma, as they go round in circles trying to figure out how they can transfer calls to end users by using the international internet lease line providers through BTRC.

Call Center Industry insiders said as per the call centre policy, to transfer voice call centers have to pay 2,80,000TK per month on an average for the 2MBPS connection from the world consortiums of International Private Leased Circuit.

A call centre owner said that, "Such high expenses are the main obstacle to running call centres in Bangladesh, scarring future growth."

The call centre policy says connectivity between call centers and overseas clients should be through IPLC, which can be obtained from authorized submarine cable operators. The policy also mention primarily connectivity should be through the SEA ME WE 4 submarine cable. Again, call centre voice or data should be routed through the Bangladesh Telecommunications Company Limited.

Call centre owners said they have no alternative to going for the IPLC connection as the VSAT rent is very high. The new call centre owners suggested the government to opening up VoIP. But in Bangladesh VoIP is still illegal by the government rules.

One of the report said call centre sales growth averages 10 percent per year in Bangladesh. However, the survey shows that sales growth in India was 89 percent, Brazil 38 percent and in Poland 23 percent in last year.

If the Bangladesh government don’t monitor the whole things then it will very difficult for the Bangladeshi call center owner to establish their new business.

Thomas Cook is to drop 60 temporary jobs at its Larbert call center of Falkirk [ Apr 17 2009 09:33:44 ]


17 April, 2009

Three months consultation with the employees is currently underway.

The news comes after the travel firm Thomas Cook revealed it will not renew 25 temporary contracts at Thomas Cook’s Peterborough call centre. The contracts of the staffs are not being renewed following the introduction of new technology which reroutes calls to retail shops.

A Thomas Cook spokesman said, "Thomas Cook can confirm that it has proposed that, as a result of a new telephony system being rolled out from mid of 2009, it would begin rerouting calls to its Thomas Cook Direct, Thomas Cook TV and Flights Direct Sales Center numbers to a network of 135 of its retail stores.”

The Larbert call center of Thomas Cook currently employs just over 400 people.

Sprint call center arranging job fair [ Apr 15 2009 11:38:26 ]


Sprint's Hampton Call Center is hiring employees in customer service and sales departments.

The Sprint call center is adding about 50 new job positions to its operations at 400 Butler Farm Road, where about 700 people are already employed.

The new recruitment will be offered competitive salaries and other benefits, including performance bonuses, flexible schedules, medical, dental, and participation in the employee wireless phone program. The Sprint call center is open from 7 a.m. to 10 p.m. weekdays and 8 a.m. to 10 p.m. weekends.

Anybody interested can attend one of three job fairs:

An on-site open house will run from noon until 2 p.m. today at the Contact Center.
On April 21, a career fair will be held 9 a.m. to noon at the Hampton Virginia Employment Commission, 600 Butler Farm Road.
Another career fair will be from 10 a.m. until 2 p.m. May 7 at the Hampton Holiday Inn, 1815 W. Mercury Blvd. in Hampton.
Walk-in applicants can visit the Sprint contact center from 8:30 a.m. to 3:30 p.m. Mondays through Fridays.
Applications and resumes can also be submitted at www.sprint.com/careers.

Ranks Tel contracts gPlex call centre solution for customer service [ Apr 10 2009 22:28:13 ]
April 11, 2009


Bangladesh's leading Public Switched Telephone Network (PSTN) operator Ranks Tel has chosen Genuity Systems gPlex call centre solution for its customer service.

Zakia Rouf Chowdhury, vice-chairperson of Ranks Tel, inaugurated the gPlex 50 seat call centre at a function in Dhaka, Bangladesh, says a press release.

Among others, Ranks Tel CEO A. Rouf Chowdhury, Finance Director Ashraf Uddin Ahmed, Director Corporate Affairs Anwar Hossain, CEO of Genuity Systems Ltd, Head of Operation Masrur Newaz Waiz, and M Anis Rahman were present at the function.

The modern and well organized gPlex call centre solution would help Ranks Tel provide customers with best service in a more efficient way.

Ranks Tel CEO A Rouf Chowdhury said that, “We are very happy to have gPlex solution for better customer care because we care more for customer satisfaction.”

“We are delighted to be partner with Ranks Tel in providing them gPlex call centre solution. This deal marks the first step for Bangladeshi private sector to experience in providing call centre solution,” says M Anis Rahman.

M Anis Rahman also said the solution, designed in line with BTRC call centre policy, would definitely help Bangladesh's call centre operators.

500 UK Jobs At Threat At Mobile Phone Company [ Apr 10 2009 21:26:00 ]
April 11 2009


500 of call centre jobs are at risk after mobile phone giant T-Mobile announced plans to move call center to the Philippines. More than 500 workers who are employed by firm Telecom Service Centers will be affected by this decision. Around 250 agents out of 500 at a Telecom Service Centers call centre in Larbert, near Falkirk, 150 at a centre in Greenock, Renfrewshire, and around 130 at a Telecom Service Centers call centre in Yorkshire are at threat.

A spokesman for Telecom Service Centers, which provides call centre services and technology support to T-Mobile, said T-Mobile had started a 90 days consultation period with staff. The T-Mobile company confirmed plans are under way to transfer work from Telecom Service Centers to a new call centre in Manila, in the Philippines that known as T-Mobile Dela Rosa.

A Telecom Service Centers spokesman said, "One of our clients has decided that certain services we currently perform for them will be moved to an offshore supplier. Sadly, that puts at risk a number of jobs in our Falkirk site - hence the beginning of the consultation period."

Plans involved shifting some areas of work to the Manila call centre by the end of August 2009, she said. The "more complex aspects" of the operations would remain in the UK.

WB and A is planning to expand Call Center service [ Apr 03 2009 07:17:38 ]
April 03 2009
America based WB & A Market Research Company has announced it's bucking the trend for call centre closure, by establishing another telephone interviewing stations at its Ithaca, New York. The WB & A Market Research Company plans to add 25 more part-time employees to its team of 60.
Since WB & A Market Research Company launch in 1987, the Maryland-headquartered company has been conducting brand awareness research, public opinion polls and consumer satisfaction surveys by mail, online, telephone, executive interviews and focus groups. In 2006, WB & A Market Research Company extended its presence by opening the call center.
President Steve Markenson of WB & A Market Research Company Said that, "Research generally holds its own in downturns and sometimes, actually, will do better. A lot of companies really need to make more educated decisions when times are rougher and want data and information to back up their decisions."
Last week, Ipsos Reid announced plans to shut down its call center in Canada, Kantar, and Ottawa Operations said it would be shutting its UK call center.
So far in 2009, Synovate, Western Wats, Kantar and ICT have also announced plans to shut-down call centers.

50 new positions have created at Accrington Call Centre [ Mar 31 2009 06:56:20 ]
April 01 2009

50 jobs are being created after a call centre takeover. The management of the Accrington said the new recruitment drive for customer service and sales advisors was a symbol of its strength, even during the recession.

  Most of the jobs have been created on the back of a newly partnership between SITEL and internet holiday firm Expedia in an open day that took place on last Friday at The Globe Centre.

"We are scouring the local labor market for the best talent in the travel industry. We know that there is uncertainty within other travel reservation centers in the area and believe the lure of the world's largest online travel brand will help us fill the remaining vacancies. The open day provides a great opportunity for candidates to learn more about SITEL and our partnership with Expedia" said Marianne Fitzjohn, MD of SITEL Northern

Accrington also wants to expand its present civil contracting services business in response to growth in those markets.

"Our partnership with SITEL forms part of our global strategy to deliver world-class customer experience to our client base. We actively invite travelers to contact us before, during and after their trips, hence our reason for working with SITEL. In the past we had found the variety of travel offerings that Expedia provides to its customers creates the highly rewarding and enjoyable work for the advisors." said Karl Marriott.

Thoroughbred Research Group has opened 6th US Call Center [ Mar 31 2009 06:49:42 ]
March 31 2009
Thoroughbred Research Group is the very well known employee-owned market research agency in the US. They recently have opened a new operation and call center in Paducah, Kentucky. At the same time Thoroughbred Research Group has also launched a family of online research products.
The recent CATI facility adds to the firm's existing 5 inboard call centers. "The Paducah location adds 60 additional call center seats, for a total of 330 seats across six locations. We are pleased to be able to expand at a time when the overall economy has been sagging." according to the Steve Alsbury, President of Thoroughbred Research Group.
The recently launched Thoroughbred Online suite of research products belongs to web panels, chat room moderation, online surveys, and more, to gather the opinions, behaviors and preferences of target consumers.
In March 2009, the agency has changed its existing name from Wilkerson and Associates and has moved its corporate head office to new offices in Louisville, Kentucky.

Virgin Media declines call centre job at Colwick, Nottingham [ Mar 30 2009 21:23:08 ]
March 31 2009

Almost 150 staff at Virgin Media's call centre in Nottingham office faces losing their jobs as part of restructuring plans. Virgin Media has said it plans to close the telesales department at Colwick, losing 113 sales posts and 35 support staff. According to the plans, support staffs face a July finish while the telesales positions will go in October. Virgin Media has 76 offices across the United Kingdom with other major bases in Edinburgh, London and Sheffield.

"Although this is a difficult message for our staff, we felt it only right to share our plans with them as soon as this proposal had been confirmed. The proposal fits in with our strategy and long term plans to create a better, more customer focused organization. Our priority now is to support our staff as best we can during this period." said Neil Berkett, CEO of Virgin Media.

The Virgin Media also announced in November it would cut more than 2,000 jobs over the next 4 years. It said a consultation with those affected has begun.

Virgin Media has said the changes are "critical" to ensuring it was positioned to compete effectively. But the group has also said that it would not start cutting jobs until the 4th quarter of 2009.

Drishti and OneCall contract themselves to provide communications technologies for BPO Industry in Bangladesh [ Mar 30 2009 21:12:44 ]
Drishti is a leading provider of Call Center Solutions who has already become a leader in the Indian SMB segment. Recently they focused on simplifying customer interaction management and made a contract with OneCall, a Bangladesh based leading outsourcing service provider. OneCall is recognized as the leading BPO services provider in Bangladesh. OneCall’s Internet and telecom technologies in the Bangladesh BPO center provide the perfect platform for customer service and support. The main purpose of the partnership is to offer Drishti's award winning communications solutions to the call centers and enterprises in Bangladesh. OneCall team will be trained on Drishti’s DACX technology to provide Drishti's solutions along with 24x7 support and services in Bangladesh.

Drishti is cutting edge solutions have further gained wide presence across the Middle East and Philippines as recognized by 3 awards; IP Call Center Technology Award, Contactcenterworld.com Member's Choice Awards, and BPO Times Award. Contract with OneCall will open new business dimension for Drishti to offer its innovative solutions to Call Centers and enterprises in Bangladesh. Drishti's solutions also will encourage BPO business in Bangladesh to increase operational efficiencies.

Top Performers in the Contact Center Industry in 2008 [ Mar 14 2009 22:41:18 ]
At a fun filled gala dinner attended by delegates from around the world in Las Vegas, NV USA. The winners of the 2008 Contact Center World awards were announced in this party. Delegates had to complete written submissions which are judged by their peers then also present to conference delegates unlike any other awards program of its kind. Delegates came from over 22 countries and attended the 3 days event to learn from the very best in the industry and many left with hundreds of great ideas to take back to their own center. The winners of the 2008 Contact Center World Awards for best in the world were announced at the gala dinner.

The top Contact Centers are as follows:
1. Best Contact Center in the World
Number of agent: 50
First position: WagerLogic (Cyprus)
Second position: Dynamic Funds (Canada)
Third position: Nippon Boehringer Ingleheim (Japan)

2. Best Contact Center in the World
Number of agent: 51-249
First position: The Shopping Channel (Canada)
Second position: CLP Power (Hong Kong)
Third position: Meteor Mobile Communications (Ireland)

3. Best Contact Center in the World
Number of agent: More than 250
First position: St. George Bank (Australia)
Second position: Cross Country Automotive Services (USA)
Third position: Lattelecom BPO (Latvia)

4. Best Customer Service in the World
First position: NTUC Income Insurance Co-Operative (Singapore)
Second position: New York Life (USA)
Third position: Global Bilgi (Turkey)

5. Best Customer Services Agent in the World
First position: Brian Scifres of Humana (USA)
Second position: Andreea Gurmai of WagerLogic (Cyprus)
Third position: Kylie Johnson of Datacom (Australia)

6. Best Sales Agent in the World Winners
First position: Edwin Law of Datacom (Australia)
Second position: Shamesh Ramsunder of Bell (Canada)
Third position: Susan Bown of Whitbread (UK)

7. Best Contact Center Trainer in the World Winners
First position: Alexis Farndell of Student Loans Company (UK)
Second position: Joshua Keuning of Hewlett-Packard (USA)
Third position: Sonia Georgeivska of Datacom (Australia)

8. Best Community Spirit in the World Award Winners
First position: Cyber City Teleservices (Philippines)
Second position: Kelly Group (South Africa)
Third position: StarTek (USA)

9. Best Technology Innovation – Internal Solution in the World Winners
First position: Global Bilgi (Turkey)
Second position: Cross Country Automotive Services (USA)
Third position: NTUC Income Insurance Co-Operative (Singapore)

10. Best Outbound Campaign in the World Winners
First position: Bell Aliant (Canada)
Second position: Volkswagen (South Africa)
Third position: China Telecom (China)

11. Best Contact Center Supervisor in the World Winners
First position: Elba Elizondo-Shales of Sage Software (Canada)
Second position: Colett Muller of Sanlam Life Insurance (South Africa)
Third position: Wang Teck Heng of NTUC Income Insurance Co-Operative
(Singapore)

12. Best Contact Center Leader in the World Winners
First position: Les Blacker of Vodafone (UK)
Second position: May Kwan of CLP Power (Hong Kong)
Third position: Roy Gaunce of Humana Military Services (USA)

13. Best Recruitment Campaign in the World Winners
First position: Cross Country Automotive Services (USA)
Second position: WagerLogic (Cyprus)
Third position: Ensign Communique (Pakistan)

14. Best Outsourcing Partnership in the World Winners
First position: LinkQ and Optus (Australia)
Second position: Student Loans Company and Response (UK)
Third position: Contact Solutions and ACS (USA)

15. Best Support Professional in the World Winners
First position: Kabir Vaderaa of Abtran (Ireland)
Second position: Rob Frayser of Humana Military Services (USA)

16. Best Support Professional in the World Winners
Robert Jarrett of Global Payments (USA)

17. Best Technology Innovation in the World Winners
First position: Contact Solutions (USA)
Second position: TouchStar Software (USA)

The Jacada Ltd. USA signs material contract with telecommunications provider [ Mar 14 2009 22:34:46 ]
Jacada Ltd. is a contact centre productivity solutions provider of USA. Jacada’s solution helps customers firstly simplify and improve high value business processes without the need for long and expensive systems replacement projects. Jacada Ltd. has signed a material services contract with an existing customer, a large telecommunications provider. Revenue from the contract of Jacada Ltd. will be recognized over current and future time. To make a combination between existing legacy systems, and to simplify and automate priority call processes in order to enable the customer service agents to effectively up sell and cross sell other triple play services the customer has selected the Jacada Ltd. unified desktop solution.

Paul O’Callaghan, chief executive officer for Jacada Ltd. said that, “Once again, a Jacada Ltd. customer has seen real, tangible benefits from an early implementation of our unified agent desktop, and is expanding their relationship and investing further with Jacada Ltd. Recently, a major part of our business plan for 2009 is realizing the upside revenue opportunity within existing accounts. While we are forced by the size and quality of opportunities for new business in our sales pipeline, there is more clarity in the decision making process of our existing customers which provides us better visibility into future revenue from this channel. Our value proposition of reducing operating costs, while at the same time improving customer service and retention, is resonating well in this economy. It’s reassuring to see that our existing customers continue to realize significant returns from their investment in Jacada Ltd., and are expanding their use of our software and services during these tough economic times.”

UK Call Centers Shorting CTI Investments [ Mar 14 2009 22:24:43 ]
Technology can make a significant impact on the call center, depending on the technology and method for implementation. The benefits can be tremendous when considering Computer Telephone Integration (CTI) technology, especially in terms of streamlining processes and improving the bottom line. Call centers in the UK are not taking advantage of CTI technology or the benefits it can deliver. Every organization is examining methods for becoming as efficient as possible with the economic climate in the state that it is in. In research, has found that most call centers in the UK are not optimizing call center performance as only 31 percent of call centers are using CTI as part of their customer contact operations. So few call centers have taken benefit of the technology that users consider CTI to be complex and expensive. That may have been true in the past, but the latest software offers rapid deployment at reduced costs and achieves excellent return on investment.

The size of the center is a factor examining the use of CTI within the call center. The call centers in the UK that are using CTI, 46 percent have 100 or more agents, while 28 percent have less than 100 agents. Another factor in whether or not the center is using CTI technology is the area of the market in which the call center competes. As 57 percent of call centers within this sector use CTI the private sector appears to be more inclined to adopt technology faster. Within the public sector only 17 percent of call centers use CTI. There are a large number of different software applications currently being used by call center agents in call processing. But Call center agents use an average of four software applications to process a call.

CTI implementations can make a measurable difference in performance and efficiency while not all technology solutions make sense in every call center environment. Such technology implementations could make the task much easier as the call center is under increased pressure to justify all costs.

Bangladeshi call centers to Afford Healthcare Services for Expatriates in Gulf States [ Mar 14 2009 21:43:50 ]
A large number of Bangladeshi call centers are getting preparation to provide healthcare services in Gulf States from March next year to the country's around 4.5 million people living and working there.

Sikder M Zakir, managing director of a call center, said many local firms have taken steps to provide healthcare services to the Non-Residents Bangladeshis in Gulf States as they face problem due mainly to language problem to get treatment there.

As a result, foreign workers living in Gulf countries have limited access to hospitals and they lack proper information about better healthcare services, he said.

Zakir said his company, Telemedicine Reference Center Limited, would formally launch the unique service in Bangladesh's capital Dhaka in March next year.The NRBs working in the gulf region will get medical advices through phone calls, he included.

"Bangladeshi expatriates need only a call and not to pay other charge for the service," owner of another call center Sumon Ali said, adding that doctors will be there to attend such calls and give advice at the help desks in Bangladesh.

Since the beginning of this year Bangladesh Telecommunication Regulatory Commission (BTRC) has been providing licenses to the local call centers. BTRC has so far issued licenses for operating call center business to around 350 local companies.

Bangladesh Come Forward for Share of Pie from Multi Billion Call Center Industry [ Mar 14 2009 21:21:15 ]
Bangladesh is planning to have first of its own telephone based call center. The ministry and the corporate figures of country is amazed by the growth and the wealth obtained by its neighbor India by their Call Center, BPO industry.

Holding out the prospect that Bangladesh will soon join the billion dollar global business, licenses for the countries first-ever telephone call canters are soon to be issued. High officials at Bangladesh Telecommunication Regulatory Commission (BTRC) said they hoped to issue the licenses as early, and were asking prospective licensees to contact them in order to finalize licensing policy.

The move to set up call centers in the country has been prompted by the regulator's belief that a ''financial revolution' will be possible in Bangladesh if the country allows the development of the Information Communications and Telecommunications sector. Bangladesh is standing behind in the lucrative call center business, at a time when its neighbor India is earning billions of dollars from call center business. India with low labour costs has been able to attract multinational companies who are keen to lower costs by outsourcing customer call centers in countries. Bangladesh also has the advantage of offering lower labour costs.

There is restriction on how many call centers would be established as per the BTRC plan. In a recent interview with Major General Manzurul Alam (retd), chairman of BTRC, said the second submarine cable is a must for expanding call centers, IP (Internet Protocol) telephony and software business.

"If we had an alternative submarine cable, Bangladesh would be a hub for the ICT outsourcing business," he said, including that some Indian companies had already visited the BTRC office to inquire about shifting their call center business to Bangladesh.

BTRC will issue two types license according to draft policy, --hosted call center and hosted call center services. On number of agents the license fee ranging between Tk15, 000 and Tk50, 000 based the call center will have. The call center or hosted call center or hosted call center service provider must not be used as a transit point. The draft call center policy said on annual renewable basis BTRC will issue call center license for 10 years.