Call Centre News
March 2007
 
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Dear Rob,

Our predictions in last months newsletter proved to be correct. We not only predicted an explosion in centres setting up in the UK but also that companies would start offering Polish customer service which Natwest announced shortly after. Hopefully, you'll find our latest installment as informative.

Over the last few years, the perception of B2C telemarketing has gone down and down. The volume of calls has gone up and for many of these calls, the quality has gone down which has led to a dramatic rise in TPS numbers.
However, some British based companies are fighting back with substantially improved processes and better management procedures to manage outbound agents.
A recent report by Canadian-based research firm XMG has shown that Philippines’ market share for global outsourced ICT services has now topped 1% for the first. The vast majority of this is due to call centre outsourcing for the US market. Increasingly, British companies are also looking further East to see if Manila can service their needs better than other offshore destinations.
Now, The Philippines is emerging as a destination for British call-centres. As the self-proclaimed founder of the British call-centre expedition into Manila, it's take to take a closer look at why it has caught the interest of so many people.
A recent study into the insurance industry has shown that British consumers are more likely to buy on price than any other developed nation. Issues such as service far less important to the British consumer. It's no wonder that insurance companies like Norwich Union believe that by being offshore they are giving their customers what they want.
So many of the smaller independent call-centres are unable to win profitable projects. A large amount of middlemen all take their piece of the pie making it difficult to make enough money. Worse still, it often means that they don't get paid at all.
Callcentrepeople.com have launched a new "jobs by e-mail" service using the same system that we use at call-centres.com. By simply registering your email address and the type of job you are interested in, you can receive details of jobs as and when they become available.

 

The entire process takes 48 seconds to sign-up (we timed it). They have a number of vacancies including plenty of business development roles for outsourced call- centres.
The latest study from CapGemini shows that companies are looking at BPO in a new light. In the report entitled "from transactional to strategic", they show how companies are using the power of business process outsourcing to transphorm the business.

call-centres.com is able to keep its news relevant by not having advertisers on its newsletter. This enables us to deliver reliable and relevant information to our subscribers. This site is paid for by callcentrepeople.com, the UK's leading executive recruitment firm for the call centre industry.

Sincerely,


Rob O'Malley