call centre

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NZAA Turns to Avaya to Improve Call Centre Efficiency and Regional Office Productivity

The New Zealand Automobile Association NZAA needed to implement a new communications platform after Avaya ended support for its existing ageing system. Newer Avaya technologies gave the NZAA an opportunity to manage its call centre workforce more efficiently by automating routine enquiries and enabling staff to be contacted and deployed...

Tags: Microsoft Office, Call Centre, Avaya Inc., Interactive Voice Response (IVR), Portals, Internet

Case studies 2008-04-01

Woosh Wireless Revamps Call Center With Avaya Communications Manager to Increase Productivity

With over 70 Customer Service Representatives (CSR's) handling hundreds of calls a day, Woosh wanted to move its call centre from a satellite office, back to its corporate headquarters while maintaining quality customer support. At the same time Woosh decided to replace the entire call centre infrastructure making it more...

Tags: Call Centre, Avaya Inc.

Case studies 2007-12-01

Inbound Campaign

Hi, My name is Manjunath. I am from Bangalore. Working in a Call Centre. I was just wondering from where could I get an Inbound Campagin. I would be so thankfull if some one can HELP me with this.I am reachable @ + 91 - 98453 90007.OrMail Me @ :...

Tags: hosatti@...

Discussion threads 2007-01-31

Call Centre

Hello!I am here to know more about getting an Inbound Campaign for a call cantre.

Tags: hosatti@...

Discussion threads 2007-01-31

UK consumer attitude towards Outsourcing

Hi,I’m doing a thesis on UK consumer attitude towards outsourcing. The purpose of the research project is to provide an insight about the key issues faced by consumers in the UK in regard to companies outsourcing operations, Such as Call centers. Moving on to the ultimate goal being the effect...

Tags: outsourcing

Discussion threads 2006-09-01

Call Centre Business Becomes Profitable With Dell

Scottish-based gr8works wanted to make their recent loss-making call centre acquisition profitable. Productivity was restricted because existing technology was at the end of its lifecycle. gr8works needed to implement a cost-effective solution for its call centre within strict timelines. The company deployed a range of Dell products. Its customer service...

Tags: Dell Computer Corp., Call Centre, Servers, Hardware

Case studies 2008-06-30

International Casino and Resort Wins Big With Avaya Consulting and Systems Integration

A premier international casino and resort was experiencing a call abandonment rate averaging 11-13 percent and as high as 15 percent in its existing call centre. An aggressive new marketing strategy was expected to double call volumes. The resort established a tightly condensed timeline of just eight weeks for its...

Tags: Resort, Casino, Call Centre, Avaya Inc., Systems Integration, It Services, Enterprise Software, Software

Case studies 2008-05-01

Call Centre Automates Processes, Cuts Training From Six Weeks to Five Days

The Reed Elsevier Group publishes 15,500 journals, books, and online publications every year. Quadrant Subscription Services serves Reed and numerous other publishers. Its 100-strong call centre subscription-focused team uses a mainframe application to manage subscription processes according to guidelines set by the company's various publishing clients. By 2006, the system...

Tags: Quadrant, Microsoft Corp., Training, Call Centre, Reed Elsevier Group, Quadrant Subscription Services, Mainframes, Servers, Hardware

Case studies 2008-05-01

CentreDesk Artizan (zip)

CentreDesk Artizan is a multi-user call centre application, that is affordable and easy to use. Member of the CentreDesk group of Help Desk applications. Fast, easy call logging, easy call tracking, with the full history of all actions taken. Easily assign logs to artisans Time tracking, (calculates holidays and working...

Tags: Call Centre, Merging Technologies, CentreDesk Artizan, Help Desk, It Operations

Software downloads 2008-10-08

Medical Services Organisation Streamlines Process for Taking Emergency Phone Calls

The Institute for Emergency Medical Services provides the citizens of Belgrade with medical information and services. Because of a lack of funding, however, the institute had to rely on a slow and mostly manual system for receiving and processing calls and dispatching mobile teams. The outdated system also made it...

Tags: Phone, Microsoft Corp., Call Centre, Institute, Services Organisation, Institute For Emergency Medical Service, Team Management, Databases, Management, Enterprise Software, Software, Data Management

Case studies 2006-10-11

Additional Resources

call centre

i have to design a call centre in 3000 sq ftwhat are the requirements of a call centredepartments needed in call centre

Tags: ag_priya08@...

Discussion threads 2007-08-17

Nortel Networks Case Study: Call Centre Solutions

Call Centre Solutions Ltd. is a Call Centre Operator based in Dublin, Ireland. The challenge was to select an advanced, continuously updated, and flexible call centre platform that could support a variety of business operational requirements, business growth, and geographical expansion in a cost-effective way. The company opted to further...

Tags: Nortel Networks Corp., Real Estate, Business Operations

Case studies

Clear Focus Call Centre (zip)

Clear Focus Call Centre is the first completely free multi-user call centre software available on the market today for Windows PC's. Clear Focus is designed with the SME in mind and offers various deployment options depending on the size of your call centre. Additionally, its multi-user capabilities allow you to...

Tags: Clear, Clear Focus Call Centre, Clear Focus, Smb/Sme, Performance Management, Human Resources, Workforce Management

Software downloads 2006-10-24

Avaya Contact Centre Solution Builds a Bridge Between ChangAn Auto and Its Customers

Chong-qing-ChangAn Automobile Group Co. Ltd. ChangAn Auto is the largest auto manufacturer in western China and the fourth largest in China's auto industry. ChangAn Auto needed to improve customer service by automating its call centre functions and implementing customer relationship management practices into its call centre. ChangAn Auto chose an...

Tags: Avaya Inc., Manufacturing, Customer Relationship Management (CRM), Product Marketing, Enterprise Software, Software, Marketing

Case studies

Creating a Virtual Call Centre Using IP Technology

Land Information New Zealand LINZ The management of geographically dispersed staff, a single service management scenario with consistent customer service compliance and a complete picture of nationwide call-in patterns and reporting systems to plan and schedule more flexibly to call demand, was required. The deployment of Nortel's Communication Server 1000,...

Tags: Service Management, Nortel Networks Corp., IP, It Services, Ethernet, Network Technology, Networking

Case studies 2006-08-15

Call Centre Quality: How Service Level Measurement Can Save Costs While Delighting Customers

Marketing strategists and call center managers, immersed in the confetti of call center performance measures, may have difficulty in isolating what is important in moulding customers' service experiences. Impressions of service may originally be ingrained in customer memories as images or words, but ultimately the summary feelings evoked such as...

Tags: Call-center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software

White papers 2006-02-01

Is Offshoring Just an Excuse for Brushing Your Call Centre Issues Under the Carpet?

Since 2003 the lure of call centre offshoring has been a business magnet. Typically Uk call centre staffing costs account for two-thirds of the total running costs of an operation. So if new world economies such as India can halve the wage bill then this could result in a cost...

Tags: U.K., Offshoring, RXPerience, Outsourcing, It Operations, Business Operations, Outsourcing & Subcontracting

White papers 2006-05-02

Indian offshore call centers 'not doomed'

High Quality Client Care?That has to be a joke. Quality care from a call centre that you can hardly understand, and that clearly doesn't understand you? Anyone who has had the "Indian call centre" experience will be looking to change supplier.My

Tags: e-mail, hardware, networking, SandyM, software

Discussion threads 2007-03-09

Human Factors of Work in Call Centres

This paper details the main recommendations of an ETSI report that deals with the human factors aspects of work in call centres. The report, which was written by a specialist Task Force STF funded by the eEurope initiative, was based on reviews of existing studies of call centre operation in...

Tags: Siemens AG, Human Resource Management (HRM), Organizational Structure, Tools & Techniques, Human Resources, Management

White papers 2006-02-01

Knowledge Management for Call Centres

By any measure, call centres are a growing business, with many large organisations looking to them as the primary way of interacting with their customers.Call centres provide many business advantages, including: improved efficiency, increased hours of operation, reduced costs and greater flexibility.Perhaps the greatest challenge of running a call centre,...

Tags: Knowledge, Centre, Knowledge Management, Business Intelligence, Strategy, Enterprise Software, Software, Data Management, Management

White papers 2002-02-01