Thursday, November 27, 2008

Call Center, VOIP companies in Florida United States ( Alliance IP Network )

Description:Alliance IP Network is an international enterprise who provide telecommunications service, which is located in the United States, where they provide all the services to the South and Central America.Alliance IP Network provide the following services: Satellite Net, VOIP Connections, Security Services. Alliance IP Network count with a modern technology in AVL (Automatic Vehicule Locatoion) GPS.

URL: allianceip.net

Alliance IP Network Locations:
Alliance IP Network Florida15401 SW 50th Lane Miami Florida 33185 USA Phone : +1 305-480-0430 +1 305-480-2088 Fax: +1 305-470-7445

Call Center, VOIP companies in Florida United States ( Alliance Communications Center )

Description:Alliance Communications Center is a worldwide call center and contact center who, since 1987, has been providing emerging companies as well as Fortune 500 corporations the ability to respond immediately & effectively to their customers. - Alliance Call Center is 24 hours a day throughout the world. Regional, national & international campaigns. - Alliance Call Center successfully assumes primary inbound marketing, sales & customer service roles eliminating capital expenses and additional management responsibilities. Representation for overflow also available. - Account managers are completely familiar with all phrases of your project and coordinate all resources necessary to guarantee your success with their call center. - Alliance Call Center is responsible for driving an impressive list of well-known corporations & organizations to grand achievement. - Alliance Call Center provides the most reliable & cost effective methods for companies to service their customers. - Alliance Call Center enhances your company's image, promote your company's name, products, services and reputation. - Alliance Communications Center ensures that your customer's needs are met and turn every call into a new sale or service opportunity. This 24 hour strategic alliance with your company, along with our unparalleled experience is the vital link to ensuring that your clients are being handled by the best-equipped call center & contact center in the country. We work hard to make it easy for you to do business

URL: alliancecommunications.com

Alliance Communications Center Locations:
Alliance Communications Center Florida1790 Lee RoadOrlando, Florida 32810Phone: 407-447-6000Toll Free: 800-555-3738Fax: 407-447-3200

Call Center, VOIP companies in Florida United States ( AFSM International )

Description:The Association for Services Management International (AFSMI) is the only global organization dedicated to furthering the knowledge, understanding, and career development of executives,managers, and professionals in the high-technology services and support industry. AFSMI was founded in 1975 with the mission of being the vital link for high-technology professionals who must stay on top in the fast-growing, ever-changing services and support industry. Currently, over 5,000 members representing more than 1,500 organizations on almost every continent rely on AFSMI to be the voice of the services industry and their communications bridge to growth.
URL: afsmi.org
AFSM International Locations:
AFSM International FloridaAFSM International 1342 Colonial Blvd., Suite 25 Ft. Myers, FL United States

Call Center, VOIP companies in Florida United States ( AchieveGlobal )

Description:AchieveGlobal: Reach and experience that transforms strategy into success around the world.With offices in 42 countries, AchieveGlobal has the reach and expertise to take your organization from strategy to results around the world. Your learning and consulting solutions will retain core consistency with subtle adaptation to ensure relevance and impact in different cultures. It’s a globally adaptive approach that ingrains core strategic concepts no matter where business takes you.

URL: achieveglobal.com

AchieveGlobal Locations:
AchieveGlobal FloridaAchieveGlobal Headquarters8875 Hidden River ParkwaySuite 400Tampa, Florida 33637USA

Call Center, VOIP companies in Florida United States ( AccxxVoIP )

Description:ACCXXVOIP, an ACCXX Group company, is focused on delivering the next generation of communications by leveraging its vast experience in the carrier marketplace through ACCXX Communications. ACCXXVOIP also utilizes the expertise it has in the telephony adaptor business from its sister company, WorldACCXX . The combined experience in telephone adaptor and carrier services gives ACCXXVOIP the advantage of understanding the total solution involved in an end to end VOIP service offering.ACCXXVOIP benefits from the long term distribution relationship it has through its parent company, ACCXX Communications . These key relationships not only provide the company with a worldwide distribution network, it also provides instant credibility in the agent community through brand name recognition.The concept of ACCXXVOIP is simple. Deliver a turn key solution by using best-of-breed service technology with our own telephone adaptor. This combined knowledge differentiates ACCXXVOIP from the competition while providing the company with the experience to succeed in the marketplace.

URL: accxxvoip.com/

AccxxVoIP Locations:
AccxxVoIP FloridaACCXXVOIP LLC4035 Tampa RoadSuite 6000Oldsmar , FL 34677United States Of America Phone: 877-864-7269Intl: 011-813-749-1760Fax: 813-814-5998

Call Center, VOIP companies in Florida United States ( Access Worldwide )

Description:Access Worldwide is a premier marketing company that offers a variety of communication services. Access Worldwide operates multiple businesses with varying areas of expertise but we remain focused on impacting sales and introducing innovation. Access Worldwide full suite of services is uniquely matched and designed to support your needs. Access Worldwide is a leading marketing company that provides a variety of sales, education and communication services. Founded in 1983, Access Worldwide has 700+ employees in five locations nationwide and has developed an extensive client list that includes pharmaceutical manufacturers, telecommunications providers, insurance companies, financial institutions and consumer products companies.
URL: accessww.com/

Access Worldwide Locations:
Access Worldwide FloridaAccess Worldwide Corporate Headquarters &TMS Professional Markets Group4950 Communication AvenueSuite 300Boca Raton, FL 33431(561) 226-5000(561) 226-5050 FaxAccess Worldwide Makati

Access Worldwide–PhilippinesRCBC Plaza18th FloorAyala Avenue Cor.Sen. Gil Puyat Ave.Makati City, Manila Metro Philippines

Medica Group335 West 16 Street4th FloorNew York, NY 10011(212) 336-1500(212) 336-1555 FaxAccess Worldwide VirginiaTelAc Teleservices Group1820 North Fort Myer DriveThird FloorArlington, VA 22209(703) 292-5210(703) 465-8642 Fax

United States Sub-Locations call center ( Transcription Plus, LLC )

Description:Transcription Plus, LLC was founded in 1989 to provide quality office support in a prompt, efficient manner to the professional community. Transcription Plus, LLC focus on excellence allows them to offer articulate, unparalleled results.Transcription Plus, LLC will provide you with a simple and cost-effective solution to all of your documentation management challenges. Visiting their website indicates that you are looking for a more efficient and cost-effective solution in managing the clerical requirements at your facility. Running your business and providing the best possible results for your clients equates to spending less time managing problem issues in your office. Based on proven experience, Transcription Plus can assist you with that objective because your satisfaction is their goal!

URL: transcriptionplus.net

Transcription Plus, LLC Locations:
Transcription Plus
, LLC ConnecticutTranscription Plus,
LLC 40 Acorn Lane Bristol, CT 06010 Phone: (860) 583-2818
Fax: (860) 583-2818

United States Sub-Locations call center ( Skyline Advanced Technology Services )

Description:Skyline Advanced Technology Services is a leading provider of Training, Professional Services and Hardware Sales, for all Cisco Systems’ products. As a Certified Silver Partner, Skyline Advanced Technology Services specializes in the design, implementation and training of all Cisco-based technologies, and combine our expertise in the classroom, with their proven implementation skills, to deliver solid technological results, on a consistent basis. Skyline Advanced Technology Services's staff possesses considerable expertise and depth in data, voice and video, for both Service Provider and Enterprise market sectors. With over twenty years of experience in the sales and support of a wide range of networking standards, Skyline Advanced Technology Services bridges the gap when it comes to implementing all Cisco Systems products and technologies. As a Cisco Systems partner specializing in consulting and education, Skyline understands the value that a well-rounded approach has to their customers and partners. To this point, Skyline Advanced Technology Services closes the loop by utilizing their broad skill base to meld solid experience with hands-on implementation and training - to the benefit of your valuable technical resources. With increased emphasis and reliance on "the network", business must leverage technology or suffer as a result of it. For this reason, Skyline is uniquely positioned to provide considerable value by helping you implement sound networking solutions, and by training your technical personnel in the design and implementation of all Cisco Advance Technology Products (ATP) products. Skyline Advanced Technology Services' main objective is complete customer satisfaction, whether we’re training your technical personnel or helping you implement the best, most cost-effective networking solutions possible. Skyline Advanced Technology Services is confident that by contributing their expertise and helping you succeed in your mission, they will earn your respect and business, year after year.

URL: skyline-ats.com/

Skyline Advanced Technology Services Locations:
Skyline Advanced Technology Services
CaliforniaSkyline Advanced Technology Services 490 Division StreetCampbell, CA 95008USAPhone: 800-375-9546Fax: 408-370-1419
Skyline Advanced Technology Services
ConnecticutSkyline Advanced Technology Services 15 Danbury RoadRidgefield, CT 06877USAPhone: 203-438-0250Fax: 203-894-9496
Skyline Advanced Technology Services
IllinoisSkyline Advanced Technology Services 8725 West Higgins Road, Suite 110Chicago, IL 60631 USAPhone: 773-444-4200Fax: 773-695-9626

United States Sub-Locations call center ( S/CM VoIP )

Description:S/CM is proud to offer your business a way of cutting costs by integrating tailored, cutting edge voice over IP (VoIP) solutins. By partnering with industry leaders S/CM provide the benefits that come from a secure convergence of voice and data.S/CM VoIP is involved in the research and development of new technology and products with their partners which enables them to obtain the highest level of expertise.S/CM VoIP is a subsidiary of S/CM Partners, an Information Technology firm specializing in IT security. Their qualified technicians have the abitlity to ensure your networks data and stability is never compromised.S/CM VoIP has 24X7X365 service and support available.
URL: scmvoip.com

S/CM VoIP Locations:
S/CM VoIP Connecticut46 Southfield Ave, STE 370 Stamford CT USA 06902 Phone number: +1-203-487-6893 Fax number: +1-203-487-6894

United States Sub-Locations call center ( Lester )

Description:Lester is a premier Business Process Outsourcing (BPO) service provider, specializing in fulfilling the informational, back office and teleservice needs of their clients. Lester provide high quality, cost-effective service and solutions in the areas of Information Compilation, Content Management, Market Research, Circulation Expansion, Customer Service and Fundraising. Lester's unrelenting commitment to their clients and their goals has resulted in a loyal customer base in the Information Services, Publishing, Market Research, Education, Not-for Profit and Information Technology industries.Founded in New Haven, Connecticut in 1981, Lester, Inc. began as a small teleservices company primarily offering telephone subscription renewal and fund-raising services. Over time Lester, Inc. has evolved into a full service BPO organization with an array of services, which now also includes fulfillment, data management, inbound and outbound customer service options, web chat and email response services. In 2003, Lester, Inc. developed a strategic partnership with Enlink, located in Mumbai, India. Enlink specializes in tele-services, technical support and back-office processes. Enlink was among the first companies in India to offer Fortune 500 companies web-chat and e-mail based customer interaction services. The strategic partnership between Lester, Inc. and Enlink culminated into a merger of the two companies with compelling benefits for Lester's customers: highly competitive pricing, new services and expanded technology. These benefits combined with Lester's proven commitment to quality and customer service, positions Lester uniquely in the industry. Lester, Inc. now has 3 service delivery centers, located in Connecticut, Kentucky and Mumbai, India.

URL: lesterusa.com

Lester Locations
:Lester Connecticu
t19 Business Park DriveBranford, ConnecticutCT 06405USAPhone: 1-203-488-5265Fax: 1-203-483-0408
Lester India
C-64, TTC Indl. AreaTurbhe, Navi Mumbai 400 705IndiaPhone: 91-22-2767-0092Fax: 91-22-2767-0161


Lester UK

Europa Business ParkUnit 46F4 Bldg.46 Birdhall LaneSK3 OXA EnglandPhone: 44 161 428 0906Fax: 44 161 428 0907

United States Sub-Locations call center ( eFunds )

Description:As an industry leader with 30 years of experience, eFunds provides leading technology and proven solutions in financial risk management and electronic payments to financial services, retailers, governments and other businesses worldwide. Backed by a broad range of business process outsourcing, as well as comprehensive business and IT consulting services, their solutions strengthen customers' overall profitability by increasing revenue, reducing costs, streamlining operations and maximizing technology performance.With operations in the United States, Canada, United Kingdom, India and Australia, find out how eFunds' global resources can help make every transaction more valuable.eFunds may look like a new company, but its heritage and roots run deep. The components that make up the company today emerged from a long legacy of building reliable mission critical solutions for account and payment-driven industries such as financial services, retail, government benefits, and telecommunications.Deluxe Corporation (NYSE: DLX) first announced the formation of eFunds in April 1999, bringing together some of the strongest players in financial risk management and electronic transaction processing services-previously distinct businesses within Deluxe. In January 2000, iDLX Technology Partners, another Deluxe unit, combined with eFunds to add professional services and business process outsourcing capabilities to the new business. In June 2000, eFunds held its initial public offering on the NASDAQ national market and later that year completed its separation from Deluxe.
URL: .efunds.com

eFunds Locations:
eFunds
AustraliaMelbourneSuite
1102530 Little Collins StreetMelbourne,
VIC 3000AustraliaPhone: 61 3 9909-7575SydneySuite 1,
Level 5, 100 Walker StreetNorth Sydney,
Australia NSW 2060
Phone: 61-2-9954-9533

eFunds Canada
MarkhameFunds/Access Cash351 Steelcase Road, WestUnit #10 - 12Markham, OntarioL3R 4H9TorontoeFunds Canada20 York Mills Road4th Floor, Box 700Toronto, OntarioM2P 2C2
Phone: 1-416-228-8000

eFunds Connecticut6470 East Johns Crossing,
Suite 330, Duluth, GA 30097USAeFunds India18 Greams RoadChennai, TN 60000654 Vijaya Raghava Road, T.NagarChennai, TN 600017226, Udyog Vihar, Phase 1Gurgaon, HR 1220165th Floor, Infinity TowersMindspace ComplexLink RoadMalad (W), Mumbai 400 064
Phone: 91-22-28833863

eFunds MinnesotaHudson Road Technology CenterSuite
1007805 Hudson RoadWoodbury, MN 55125USAeFunds UKAegon HouseDaresbury ParkDaresburyCheshire WA4 4HSUK
Phone: 44 (0) 1928 791791
Sunningdale, The BelfryColonial WayWatford WD24 4WHUK
Phone: 44-1923-202 900eFunds United StatesGainey Center II, Suite 3008501 North Scottsdale RoadScottsdale, Arizona 85253USA
Phone: 1-480-629-7700

United States Sub-Locations call center ( eFunds )

Description:As an industry leader with 30 years of experience, eFunds provides leading technology and proven solutions in financial risk management and electronic payments to financial services, retailers, governments and other businesses worldwide. Backed by a broad range of business process outsourcing, as well as comprehensive business and IT consulting services, their solutions strengthen customers' overall profitability by increasing revenue, reducing costs, streamlining operations and maximizing technology performance.With operations in the United States, Canada, United Kingdom, India and Australia, find out how eFunds' global resources can help make every transaction more valuable.eFunds may look like a new company, but its heritage and roots run deep. The components that make up the company today emerged from a long legacy of building reliable mission critical solutions for account and payment-driven industries such as financial services, retail, government benefits, and telecommunications.Deluxe Corporation (NYSE: DLX) first announced the formation of eFunds in April 1999, bringing together some of the strongest players in financial risk management and electronic transaction processing services-previously distinct businesses within Deluxe. In January 2000, iDLX Technology Partners, another Deluxe unit, combined with eFunds to add professional services and business process outsourcing capabilities to the new business. In June 2000, eFunds held its initial public offering on the NASDAQ national market and later that year completed its separation from Deluxe.
URL: .efunds.com

eFunds Locations:
eFunds
AustraliaMelbourneSuite
1102530 Little Collins StreetMelbourne,
VIC 3000AustraliaPhone: 61 3 9909-7575SydneySuite 1,
Level 5, 100 Walker StreetNorth Sydney,
Australia NSW 2060
Phone: 61-2-9954-9533

United States Sub-Locations call center ( Atlas VoIP Communications )

Description:Utilizing 5.8 Ghz delivery systems for Wireless Local Loop over IEEE 802.16 Standards, IEEE 802.11a, and Proprietary technology, Traveller offers a diverse portfolio of applications to the end-user and a cost-effective, easily deployed, `Click & Go` solution.Traveller is not limited to current industry claims of `up to` 11 mbps of contiguous throughput. In conjunction with our partners, Traveller has worked closely with it`s Partners in deploying the next `industry standard` and stands unique in the `wireless broadband community` as a leader and standard-bearer for tomorrow`s technology experience.While the Traveller corporate philosophy and focus lies predominantly on the `wireless revolution`, we are committed to continue offering previously developed technologies i.e. Cable Modem Access, DSL, and Dial-up to our clientele.Traveller is currently deploying a city-wide infrastructure encompassing the City of Huntsville, AL. Fire Stations, Police precincts, and Training Facilities and anticipate a complete deployment throughout the entire Tennessee Valley and contiguous counties with the next target market encompassing Nashville, Tennessee. Traveller will subsequently implement the corporate roll-out `blueprint` for the southeastern region of the country.Traveller is proud to be the first to market in the U.S. with the proven Proxim and Western Multiplex model prior to competitors such as the `First Generation` ISP`s of the world.
URL: .traveller.com
Atlas VoIP Communications Locations:
Atlas VoIP Communications
Alabama2015
South Memorial PkwyHuntsville,
AL 35801
Telephone Number: 256-704-4361
Fax Number: 256-830-1947

United States Sub-Locations call center ( AmeriTel )

AmeriTel
Description:
AMERITEL was formed in 1990 through the acquisition of several high performing teleservice companies with expertise in servicing complex accounts with high Customer Care requirements. Today, headquartered in Montgomery, Alabama, AMERITEL has expanded operations to three states across the South. AMERITEL has evolved to service a variety of regional, national, and international companies with a full range of inbound, outbound, e-business, fulfillment, and consulting services. AMERITEL's call centers are among the most advanced in the country. AMERITEL call centers possess state of the art equipment for your business to keep pace with the advances that regularly take place in our industry. All of their PC workstations are fully web-enabled. This is important as your business migrates more and more to the web. AMERITEL can interact with your callers over your website, process emails, and if it helps with integration and processing on your back end, place data directly onto your website!

URL: .ameritel800.com
AmeriTel Locations:
AmeriTel
Alabama11311
South Memorial ParkwayHuntsville,
Alabama 35803
USAPhone: 800-489-9139
Fax: (256) 883-9193

Tuesday, November 25, 2008

Banking & Financial Services

Our process expertise in this vertical includes a repository of knowledge of best practices, extensive experience in transitioning processes from our clients and the application of Six Sigma. Combining this with our analytical capabilities, our technological expertise and our operational insight, we seek to create long-term relationships with our clients as an integral part of their organization and not just as a service provider. Our BPO solutions for the banking and finance sector provide both voice and non-voice offerings across verticals and horizontals. We possess the expertise, knowledge and tools to offer a complete BPO solution specific to your enterprise needs.

Communications

Reliance BPO is a trusted transformation partner of global Communication Service Providers. We deliver integrated solutions, which help our client’s effect a business transformation and enhance customer experience. We have deep domain expertise in providing business solutions across Mobile Telephony, VOIP, Broadband, PSTN, ISDN & ISP.

Why RBPO?

The RBPO team consists of a 10,000 strong work force across multiple locations, having skills in project , process, technology & customer relationship management. To ensure business continuity, we have a multi-level redundancy, robust technology and a strong disaster recovery site.

RBPO Services

Reliance BPO services customers in various industries
Communications
Banking & Financial Services
Insurance
Utilities Entertainment

About Reliance ADA Group

The Reliance - Anil Dhirubhai Ambani Group is among India's top three private sector business houses on all major financial parameters, with a market capitalisation of Rs.325,000 crores (US$ 81 billion), net assets in excess of Rs.115,000 crores (US$ 29 billion), and net worth to the tune of Rs.55,000 crores (US$ 14 billion). Across different companies, the group has a customer base of over 100 million, the largest in India, and a shareholder base of over 12 million, among the largest in the world. Through its products and services, the Reliance - ADA Group touches the life of 1 in 10 Indians every single day. It has a business presence that extends to over 20,000 towns and 450,000 villages in India, and globally across 5 continents. The interests of the Group range from Telecommunications (Reliance Communications Ltd.), Financial services (Reliance Capital Ltd.), generation, transmission and distribution of power (Reliance Infrastructure) and Media & Entertainment.

About RBPO

Reliance BPO, a premium business process outsourcing services provider is part of the Reliance - Anil Dhirubhai Ambani (ADA) Group, one of the largest business houses of India. Reliance BPO is a state-of-the-art service provider offering end-to-end solutions focusing in the Telecom, BFSI, Utility and Entertainment industry verticals. Clients come to us for cost advantages but stay with us because of our quality.We have been consistently delivering quality services to our clients thereby generating unmatched business value to our customers through our centers’ of excellence. Our operating philosophy is to provide value added workflow solutions to our customers utilizing the best of skill sets to ensure continuous improvements in our service offerings. The RBPO team consists of a 10000 strong workforce across multiple locations having skills in project, process, technology & customer relationship management.To ensure business continuity we have multi redundancy, robust technology and a strong disaster recovery site.

Sunday, November 2, 2008

Call Centre Jokes

Modern management speak (Thanks to Tim W)
Net Lag: That glazed look when you have been online for too long.Prairie dogging: When something happens in a call centre with cubicles, where people's heads pop up over the walls to see what's going on. Open-Collar Workers: People who work at home or telecommute. Adminisphere: The rarefied organisation layers beginning just above the rank of call centre manager. Decisions that fall from the adminisphere are often profoundly inappropriate or irrelevant to the problems they were designed to solve.
Stress puppy: A person who thrives on being stressed-out and whiny.
Keyboard Plaque: The disgusting buildup of dirt and crud found on a computer keyboard. Idea hamsters: People who always seem to have their idea generators running .
Mouse potato: The on-line generation's answer to the couch potato. Blamestorming: Sitting around in a group discussing why a deadline was missed or a project failed and who was responsible. Under
Mouse Arrest: Getting busted for violating the company’s web browsing rule of conduct.It's a Feature: From the adage "It's not a bug, it's a feature." Used sarcastically to describe an unpleasant experience that you wish to gloss over.
Alpha Geek: The most knowledgeable, technically proficient person in an office or work group. "Ask Tim, he's the alpha geek around here."
Mission critical: We are stuffed if this fails!
Salmon Day: The experience of spending an entire day swimming upstream only to get screwed in the end. Chainsaw consultant: An outside expert brought in to reduce the employee headcount, leaving the top brass with clean hands
404: Someone who is clueless, from the World Wide Web error message "404 Not Found", meaning the requested document couldn't be located.

Physical working conditions and health

It has been estimated that call centre operators spend an average of 1,300-1,400 hours a year sitting at the computer taking calls. Call centres are often structured in an open-space plan, and noise levels can be high. A 2003 study found that the average noise level was 61 deciBels(A), which is a level that clearly disturbs concentration and causes tiredness and headaches. The headphones used by operators are not designed to block out additional noise. In addition, suitable ergonomics for avoiding eye strain were found to be lacking. The study found that nine out of 10 operators had suffered some type of physical ailment in the past month (Figure 2). Some 10% of their entire working time was spent on sick leave, a figure which may be seen as indicative for the sector as a whole.

Lack of autonomy and repetitive work

On average, 65% of the call centre operators’ time is spent answering customer queries, while administration takes up between 10-30% and general activities 5-10%. Breaks contribute to just 5% of the working time. On average, operators respond to 100 calls a day, but this figure can go much higher.
Call centre work has sometimes been called ‘mental conveyer belt work’, illustrating its monotonous and repetitive nature. In addition, the work can be tightly controlled and monitored (both for the quantity and the quality of calls), which many employees in the sector find particularly difficult to deal with. Although legislation exists to set limits on what types of monitoring and control may be carried out, this can sometimes be ignored. The fact that operators do not know if and when they are monitored increases their feelings of nervousness, anxiety and stress. An additional psychological stress factor can be found in the emotional demands of the work, as operators can encounter verbally abusive, difficult or unreasonable clients.

Personal, training and employment conditions

The average age of those working in call centres is relatively low - 30-40 years old - but can vary greatly. Call centre operators are predominately female and have, on average, worked in the company for four years. They have lower educational levels than average, although it has been suggested that call centre work is becoming more qualified and specialised.
Apart from the necessary product-based knowledge (highly skilled professionals such as nurses or stock brokers can also work in situations similar to call centres), there are few required qualifications for those seeking to become operators. Personal traits, such as good customer skills, are appreciated, but previous work experience is seldom a prerequisite. Training normally lasts two to six weeks, after which operators are encouraged to become self-sufficient. The average monthly gross pay for a call operator is around 16,500 SEK (approximately €1,830); sometimes, bonus systems based on individual or company performance are offered.

Trends

Call centres may be divided into two sub-categories: internal and independent. Internal call centres are located within a mother company, while independent centres function as companies in themselves, selling their services to other companies. The overall trend is that more and more call centres are located long distances from their customer base - even in other countries. It is estimated that, in South East Asia and India, the annual growth of call centres is 50%.
Most of the independent call centres in Sweden are small, having on average 46 workstations. However, many of the large publicly-owned businesses, such as the police force, postal service, Telia and Swedish Railways, use call centre services or have their own call centres. The aim is to create a 24-hour/seven day public service through which citizens can receive information or send questions or requests via information and communication technology. Their work organisation thus resembles that of dedicated call centres, i.e. some employees will be appointed to handle this communication on a full-time basis.

Working conditions and health in Swedish call centres

A 2003 study found that nine out of 10 call centre operators had suffered some type of physical ailment in the last month. High noise levels are a particular risk factor. In all, some 10% of their working time was lost on sick leave.
Although there are many definitions as to what a call centre actually is, it is clear that this relatively new sector is rapidly growing. In general, one can say that a call centre is a group of people providing service at a distance using information and communication technology. Approximately 1.5% of the working population in Sweden work in call centres, compared with about 5% of jobs in the US, 1.3% in Europe and 2% in the UK. According to the publicly owned Invest in Sweden Agency, the number will increase by 10% each year between 2002 and 2007

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