Links to Call Centre related sites
standards in Europe
Direct Marketing Bureau
Direct Marketing Association
Direct Marketing Association
to the Data Protection Act 1998
Protection - how it affects us
Protection Act 1998 (full text)
of the Practical Direct Marketing Guide
Are you concerned
with keeping your customers happy? Actually that’s a loaded question,
who isn’t? If you use the phone, whether it be to generate leads and sales,
for customer support or help desk applications, or to help manage customer
relationships, The Tele-M@rket is your place on the Internet for an exchange
of information, call centre, customer relationship management, telemarketing
and telephony issues.
A web site directory
of telesales, telemarketing, customer service and call center resource
Centre Management Review
Call Centre leaders
converse and share knowledge and issues at the Call Centre Manament review
to call center and customer care community
You need to sign
up to this, but it's worth it. Currently there are at least 66 articles
here for your consideration: here are many titles and abstracts:
and Motivating Call Centre Agents
The trend of high attrition rates in the call centre industry is set to
continue unless successful strategies are put in place to change the way
agents are selected, trained and motivated.
True Thin Client Call Centre
Operating virtual or distributed call centres on thin client technology
is now a practical reality thanks to the latest Java platforms. Clyde
Lennon of Infercor A/S examines the technological, practical and business
benefits of such systems.
Susanna White of Syntellect Europe looks at the future for voice processing
and allied technologies within the call centre
becomes a reality for the call centre
Over half of those operating within the call centre industry believe that
a ‘virtual’ call centre will replace the conventional call centre within
Bottom, Consumer Goods Top, In Readycall Multiple Enquiry Survey
The objective of the project was to discover how well ‘multi-functional
numbers’ were set up to handle a selection of four basic enquiries.
Emphasis on Fair Play
Automated monitoring to motivate call centre staff
Your Hardware Take The Strain?
How the growing sophistication of call centre applications could grind
your business to a halt
Simple Truths About CTI
The hype of data convergence is being promoted as some sort of white magic
when in reality it is typically just a computer/network solution enhancing
everyday business communications.
Tips To Create A Customer Knowledge Centre
Research shows that customers who have satisfactorily resolved an issue
are more loyal than those who have never had a problem. How can you make
it easy for customers and employees to quickly resolve problems?
Centres Set to Become Cottage Industry
UK call centre managers are ready to embrace a new technology in order
to employ home workers to alleviate the current staffing crisis within
Customer Contact Centre – The Face of CRM
Leading companies have in fact experienced great success by more effectively
managing their relationships with customers and implementing formal customer
relationship management (CRM) solutions
When telemarketing was born in the early eighties, there were few who
could have imagined what a huge impact it was going to have in the world
The explosive growth in call centres has led to jibes in the national
press that call centres are the new sweatshops, with hundreds of operators
working in huge, hanger-like buildings and under constant pressure to
improve their call rates.
Wins Business: Making Ideas Attractive
Rules of effective communication relating to language, perspective and
The Machine Do The Talking - Will Speech Technology Replace Agents?
A recent report by the OTR Group suggest that increasing use of speech
technology - in particular IVR and recognition systems - will reduce the
number of agents working in call centres.
Today’s call centre environments are becoming increasingly complex by
handling multi-lingual calls, and supporting diverse clients, products,
Team" Environments Offer Big Benefits
Computer telephone integration, telecommuting, call recognition, and virtual
services all are changing the way we live and work.
Wins Business: The Abominable No Man
The vast majority of customers, or potential customers, will see sales
people as long as there is a valid reason for arranging a meeting. (It’s
up to the sales person to ensure that of course)
Process of Customer Satisfaction
The nature of the call centre business entails a fair degree of customer
interaction, it is for this purpose that the performance of call centres
is judged by standards of customer service delivery.
for the Call Centre Location
It is very important for the organisation to locate the call centre in
an area that provides the most benefits and provides a flourishing environment
for the call centre to operate in.
from Customer Dissatisfaction
The article brings together the results of many surveys exploring issues
of customer satisfaction, dissatisfaction, defection and loyalty
Not only has the volume of calls handled by call centres risen sharply
as organisations have recognised the benefits associated with call centre
working, but also the nature of customer contacts has changed.
Our Customer Service Department Is Now A Call Centre!
Kathleen M. Peterson identifies the four key areas you need to develop
in order to create a high performance customer service culture within
a call centre
Today and the Tomorrow of the Call Centre
Good customer service is of paramount importance to companies operating
in today's competitive markets.
More companies are turning to the telephone interview as a quick and effective
way of screening potential new staff. But as with all interview techniques,
you need to avoid the pitfalls and make sure you end up with the best
Calls in queue are a problem; but few organisations invest in solving
the problem - they treat the symptoms instead.
To get the best out of our investment in Information Technology we must
retain (or regain) control of the costs of the technology, and control
of the management of the information.
For Measure A Play On William’s Words Worth
What You Will Measure for Service. Measure yourself by the yardstick used
by your customer to measure you.
If mail-order customers from all over the country got together to hold
a rally to demand their rights, they would be led by Mr and Mrs Average
chanting the question "What do we want?" with the crowd shouting back,"
The Tube Harder – Speech Recognition
Discussion regarding the recognition of the specific skills needed to
make speech and language technology a success.
Relationship Management: More Than Customer Service
Organisations need an intimate understanding of their customers and partners.
Wins Business: Get It Right
by Ben E. Fit The benefits of your product will mean different things
to different people
Centre Location: History versus Mobility
Location selection for call centres
Service: the Net Benefits
The Web is a cost effective way to provide information to customers
Planning :The Stairway to Call Centre Heaven
Details of the ideal business plan for call centres.
T the Swedish approach to customer service
your customer service
Practice your customer services - Would you want to buy a parachute that
was produced to 99 percent of the designers specification?
wins business: To buy, or not to buy?
This article reveals how empathy may increase sales.
To Work Can Damage Your Hearing
Working in a call centre, as a motorcycle courier or as a sound engineer
may be a hazard to your hearing, according to a new report, released today.
Up To IP Telephony - The Enabling Technology
Alan Cohen, Director of IP telephony Sales, Inter-Tel Europe, explains
what IP Telephony is all about, and how IP Telephony should be recognised
as a business opportunity, not just a technological advance
Develops Innovative Ideas? Everybody!
In call centres our people are our greatest asset! - is this really true
or is it just one of those management clichés? - read on!
To Improve The Performance Of Your Inbound Sales Call Centre
In this short article, the author gives you a few tips on how to sell
more and annoy less in today's crazy world of call centres
thinking technology think people
Some organisations undervalue their most valuable assett - the people
who work there! In this article, Robert Conlon shares some personal experiences
and gives you 10 practical tips!
Steps To Telephone Interviewing
This article gives practical advise on recruiting call centre agents
Do You Mean "Loyalty"?
A review of loyalty schemes; their value, practicalities and mistakes
some companies make!
A review of DRTV and practical ideas to help you be more successful
More From Telesales
An insight to the experiences of a telesales manager
Telephony - The Bottom Line
Much has been made of the potential of Internet Protocol (IP) telephony
world wide. Alan Cohen, explains what all the fuss is about
Mystery Of CTI - Present Facts and Future Trends
An article which argues the case for computer telephony integration (CTI)
by shedding light on the mystery that is CTI, and by identifying the future
for call centre applications
Centre Technology: Headsets
A short discussion of the benefits of headsets.
Killed The Customer? Part 1
A practical insight into how and why some companies win, and some companies
lose, at keeping customers happy and therefore loyal.
An intersting insight into why companies use outsourcing services. The
pro's and con's and some startling facts on what some clients say about
Call Centres Open Up For Business
A new option for the smaller call centre.
on the State of European Call Centres
The results and analysis of a research project into European call centres.
Article! Are you satisfied with your call centre?
An enlightening investigation into why some call centres work better than
A message from the Editor inviting you to give in to your creative urges!
centre management practices clash with HR
Group personnel departments are being told to learn to love call centres’
unorthodox ways of managing people.
Dialing - Rules That Matter
The article was written in response to an almost complete absence of dialer
codes of practice in the main outbound countries. Since then, there has
been major change, especially in the US.
Your Performance Through Benchmarking
Do you benchmark your performance? In this article David Price, Sales
Development & Management Consultant for ICL presents the case for benchmarking.
in Call Centers – The German view
IVR represents one of the biggest reserves for increased efficiency in
calL centres. This article focuses on the view in Germany where IVR has
not had the same initial success as in the UK and US
Customer Focus Through Technology
A review of call centre technology and its uses
Research indicates that call-centres business operators will become increasingly
sophisticated, bringing in automated voice-response systems and even opting
to locate offshore. Paul Strohm reports.
Call Centre Market Growth
The European call centre market employs over half a million people as
call centre agents and it is currently growing at the rate of 25% per
the Area Code
Call-centre operators can choose between freehold or leasehold in industrial
or office space and in established or uncharted areas.
Internet-enabled Call Centre - What does it mean?
Everyone is talking about internet-enabled call centres. It is hardly
surprising that discussion is focusing on the new medium.
from Ergonomics in the Call Centre
Badly organised workplaces or workstations, particularly if matched with
a poor way of working are at the root of the production and health problems
associated with call centre work. This article highlights the probems.
online connection for converging communication solutions
call centre, teleconnect, events. Research material, magazines etc: good