Call Center Sitcom

India has last laugh in call centre sitcom

It is no laughing matter for anyone trying to call their bank and finding themselves mired in misunderstanding with a call centre 4,000 miles away.

Critics complain that overseas centres have taken 50,000 UK jobs, and that the advisers, paid a fraction of their British equivalents, are often unfamiliar with our culture.

At the other end of the telephone, however, it seems things are very different. A sitcom to be broadcast later this year takes a look at call centres from the Indian perspective – and British callers do not emerge with much credit. Many are depicted as racist and abusive.

One episode of The Call Centre is devoted to hate calls from people angry at their jobs being “offshored” or “Bangalored”, and spewing racist taunts at the long-suffering Indians.

American callers come off even worse. The programme, produced by India’s leading news channel NDTV, recreates a real incident when an American radio show host rang an Indian call centre, pretended to order hair beads for his daughter and then began.

Overall, British callers were “calmer and gentler” than Americans. “You get filthy anger boiling up straight away,” he said. “I know it is frustrating, people trying to sell you things you don’t want, and I can understand people being rude. But why get racist?” shouting, ‘You f****** Indian bitch, what the f*** are you calling me for?’ “

In the sitcom, the call centre staff handle credit card inquiries and computer problems. In one scene, an American looking at pornography on the internet calls for help because he can’t switch off his computer. “Try shutting all the windows,” the Indian tells him. The American says “hold on” and goes off to shut the windows in his flat.

One director, said: “Americans emerge as the most foul-mouthed and stupid in the episodes filmed so far.”

The sitcom is the first to be set in an office: Indian soaps and sitcoms are usually set in homes and revolve around traditional family themes.

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Call Centers India Inc.
Posted by: Sales & Marketing Team

what is a call center?

A call center is “…a physical location where calls are placed, or received, in high volume tor the purpose of sales, marketing, customer service, telemarketing, technical support or other specialized business activity” (2).

Call centers are used for patient recruitment in clinical trials.Advertisements describing the study and the type of patients needed are placed in local media such as newspapers, radio, or newsletters.

The telephone number of the call center is listed in the ad, and call center personnel answer the resulting telephone calls from recruits.

There are over 50,000 call centers in the United States. Some are stand-alone organizations, while others are departments within a larger organization.

Specialized call centers serving the medical and pharmaceutical industries may be owned and operated by pharmaceutical companies (trial sponsors), contract research organizations (CRO), site management organizations (SMO) or independent call center operators.

Trial sponsors or research sites often out-source part of the patient recruitment process to an existing call center.

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Call Centers India Inc.
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Call Centers On Mars

Can we think a Call Centers on Mars ? This is a very interesting and valuable question for us If yes then how can we provide the services to the Customer about Mars, Perfect for “off-word outsourcing”.

This is not very easy but if a Call Center stands to give this type of Call Centers Services then this will be very high competition to the others Call Centers.

The Mars Rovers’ continued exploration of the surface of Mars, it occurs to me that soon, we may have an excellent answer to the outsourcing question.

Want low overhead, a not-very-penetrated labor market, good weather (excellent for disaster recovery) and little competition from other call centers? Why not try Mars, the perfect answer for off-world outsourcing?

Of course, the commute could be a little problematic, but thats’s the only drawback I see.
Studies show two things about customer-relationship management: It will remain the hottest area of information-technology spending for years to come—and most of the billions of dollars spent thus far on customer-relationship-management systems, or CRM, have been wasted.
A Company can make good Customer Relation Ship and can find good customer by provide the service Call Center on Mars.

Really this is a good idea to give the service to the customer about Call Center On Mars.

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Call Centers India Inc.
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South Africa : New Call Center Hub?

South Africa : New Call Center Hub?

According to most professional surveys Indian call centers and BPO outsourcing facilities are still world’s best. However, according to UK-based marketing services specialist Ion Group, South Africa is catching up and may pose a strong challenge to India.

India’s negative image is a major factor. India today is perceived as cheap job stealing country. South Africa has better infrastructure, call center operation capabilities and mastery over language.

Where India stands out is the talent of the people. According to a survey conducted by an American call center Association, Indian employees are dedicated and takes care of the customer better than any other country in the world.

In India salaries are going up. But the people are more educated, talented and friendly.
In a study rating locations according to call-handling quality, technological infrastructure, and linguistic capabilities, South Africa garnered 51.1% while traditional placer India received less than 50% in each category. Marketing services specialist Ion Group, responsible for these ranking, also found out that other locations whose main pull lay in their low operating costs are now experiencing an increase in demand from clients and customers for the other factors.

Ion Group’s managing director Graham Ede points out, “Increased competition has seen emerging locations such as South Africa not only able to meet these demands, but offer the advantage of having a similar timezone and culture to the UK.”

In the last two years, the face of call cnter has seen rapid change and believes this trend is set to continue. In excess of R1-billion worth of new property developments.

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Call Centers India Inc.
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Call Center Noise Hazards

There are many other issues that have to be planned for when managing a call centre. One issue is Call Center Noise Hazards.

Noise is probably the most widespread and underestimated of industrial hazards. As many as 3 million workers are at some risk of suffering permanent noise induced hearing loss. Although we associate noise at work with some of the more traditional heavy industries, CWU members are increasingly being exposed to noise related injuries.

Effects of exposure to noise

The risk depends on the intensity of the noise levels and the length of exposure.
People have different sensitivity levels. Pressure on the hair cells and nerves in the inner ear from unacceptable noise levels can cause permanent hearing loss, temporary hearing loss and tinnitus.

It is important for our Safety Reps and our Branches to get involved in the work of eliminating this hazard from our work places. Documentation and Procedures should be checked at each workplace by Safety Reps to ensure that everyone knows how to tackle incidents of Noise Interference.

TUC Campaign

The TUC launched a campaign on Call Centres and the issue of workers suffering acoustic shock has been highlighted in many Press reports.

The TUC emphasised the problems of members unfortunate to suffer an acoustic shock, which has many effects including actual hearing loss and tinnitus. Other symptoms can include depression and an inability to be anywhere where there are loud noises.
HSE Survey

The union participated with BT and the Health and Safety Executive in a major survey by the HSE into noise including noise surveys of call centres in BT. The Survey covered a number of other employers.

At the BT survey in Leicester which was conducted by the HSE's leading noise and vibration specialist who set up a Knowles Electronics Manikin for Acoustic Research (KEMAR), which was wired up next to a number of call centre workers.

During this full noise survey, which took place at two BT Call Centres in Leicester a genuine Noise Incident sound burst was actually recorded. One person was suffering from this noise.

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Call Centers India Inc.
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Quality monitoring systems

According to statistics a majority of call center companies still actively ‘live monitor’ agents or use cassette recorders. Now this is designed to move these call center operations into the 21st Century.

Call center quality monitoring , random sample call recording, VoIP recording and 100% call logging are only reliable way to ensure a positive customer experience and now with Many call center size doesn’t prohibit purchasing a solution due to budgetary constraint. They continue to offer the mid to large call center the advantage of quality monitoring at thousands of dollars less than the competition

Quality monitoring systems have reached such sophisticated heights that a customer’s voice can register certain decibel levels indicating anger, foul or harsh language, and even the use of a competitor’s name. This type of call monitoring system alerts a manager so they can intervene and save the call-and keep a customer happy. Call monitoring can run the gamut from recording and evaluating call strengths and weaknesses to calibrating to limit variation in the way performance criteria are interpreted.

Call monitoring is an essential tool to help hold a call center to certain quality standards and to help both parties view those standards the same way. Call monitoring is subjective with many factors having to be considered when judging quality.

Quality monitoring systems Include Screen Capture and eLearning technology Now call center quality monitoring software measures agent performance and skill levels with scheduled recording and monitoring. The system includes QA recording, screen capture, comprehensive and customized agent scoring for total agent evaluation with extensive, management reporting.

Quality includes the following:

• Callcenter record server software
• Callcenter Supervisor Record on Demand (ROD)
• Callcenter agent evaluation with user definable scoring
• Screen Capture for agent desktop video recording (synchronized to audio)
• eLearning Management Technology
• Remote installation
• Remote training

Research shows that the process of monitoring calls in its self is not enough to produce results. Feedback needs to happen in a timely manner and be perceived by the person receiving the feedback as relevant, unbiased, practical and objective.

Added to this the theory taught on training courses does not translate into practice, or tangible results. The primary reason for this appears to be that agents and supervisors have difficulty in adapting and applying the skills developed on training courses into practical everyday situations.

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Call Centers India Inc.

IVR Technologies are perfect for businesses looking to boost their productivity and achieve cost savings.

IVR stands for Interactive Voice Response, and represents software applications accessible from a telephone. Simply put, an IVR system lets callers obtain, exchange, or input information with a computer via touch-tone phone without a human intermediary. IVR systems automate the input and retrieval of information. IVR systems are perfect for businesses looking to Boost their productivity and achieve cost savings. Telnet uses innovative IVR solutions to supply its customers with easy-to-use interactive voice response applications.

IVR systems provide the basic software which allows the use of voice self services. In contrast to assisted services, which require the active involvement of a call center agent, IVR systems will pre-qualify the caller. This can be used to relieve the agent or to create a fully automated voice application. At the same time, they form the basis for call-center independent value added services such as ring tone downloads location-based services, lotteries or contests. IVR’s provide customers with 24-hour a day, 7-day a week access to business information and various services through a simple touch-tone telephone.

Below are just a few of the Industries were IVR application technologies are used.

Financial Industry: Tele Banking Solution, Mutual Funds, Credit Card Account information, Stock Trading, Financial Bank Transaction.

Call Centers: Call center employee screening, Customer satisfaction surveys, Client survey/questionnaire administration, Panel data collection.

Corporate Organization: Order entry and status, Training center, Automated Attendant, Call Centers

Education: Course Registration, Student Registration

Entertainment/Sports: Ticket Sales, Sports Schedule, Interactive TV, News Clipping

Government Organization: Vehicle Registration, Tax Office, Ticket Citation Payment

Health Care Organization: Appointments with Doctors, Clinical research surveys, Bed Checking, Time and attendance verification, Home Care Check-in

Manufacturing Company: Certification and Testing, Component availability, Order Entry and Status

Telephone Company: Third Party Verification, Conferencing, Cellular Feature Activation, Cellular Roaming, Line Testing

Transportation: Airline Fly Status, Airline Scheduling, Shipping line global checking

Retail: Dealer or Store Locator, Order and shipping tracking, Directory Assistance, Order Processing, Market Research (surveys and polls), order entry transactions

Telemarketing: Automated Dialers

IVR technology can support analog and digital telephone systems, although the latter can process many more calls at the same time. The voice board that processes each call has only between 2 and 24 ports in analog systems, but between 30 and thousands of ports when digital. Since the number of ports determines the number of simultaneous calls the system can handle, an analog system can only process a maximum of 24 calls at any given time.

Requirements for IVR Technology

1. Easy telephone access for clients
2. Affordable telephone charges for the client or MFI
3. Centrally-stored data accessible to the call flow application
4. Frequent data updates so clients can access accurate account information
5. Secured databases to prevent unauthorized phone-based access

Now a days IVR technology makes phone a powerful business tool for Organization, the simple telephone instrument becomes a powerful input/output device through which all kinds of transactions can be performed with assured security and data integrity.

Posted by: Sales & Marketing Team
Call Centers India Inc.
http://www.callcentersindia.com/