While call centres are increasingly realising that IT strategies are vital for business, call centre IT budgets are increasingly becoming divorced from the centres themselves. Around 64 per cent of ...

IP telephony, or voice over IP, is now commonplace in many large enterprises. So why has it not been successfully ported to an area where it can offer great benefit - the call centre? IP-based call ...

This content has been selected, created and edited by the Finextra editorial team based upon its relevance and interest to our community. Compass, which surveyed 50 offshore facilities for the ...

The nineties saw an explosion in the deployment of offshore service centres, the most popular destinations being China, India, Malaysia, Indonesia, Philippines and Brazil. The main benefit of this ...

Mehdi Boussebaa does not work for, consult, own shares in or receive funding from any company or organization that would benefit from this article, and has disclosed no relevant affiliations beyond ...

The authors do not work for, consult, own shares in or receive funding from any company or organization that would benefit from this article, and have disclosed no relevant affiliations beyond their ...

(Barbados Nation) Barbados and other Caribbean countries that have business process outsourcing (BPO) entities, especially call centres, with links to the United States (US) are being warned about a ...

Call centres in Australia, like their counterparts around the world, have rightly earned a reputation as the new sweatshops of the electronic era. Low-paid employees answering telephone inquiries work ...

Sky has announced plans to shake up its call centres in a move which will see around 2,000 jobs put at risk of being lost. The media company, which is owned by US media giant Comcast, is looking to ...

Serco-run operation regularly fails because staff are not properly trained and pushed to meet call volume targets, a senior NDIA employee says ...