Call Centre Helper

Call centres have often received bad press coverage – particularly over poor use of technology – so it is always pleasing to come across examples of how Call Centre technology can really be used for the good.

In this story we look at initiatives in South Africa and the UK that have provided blind and partially sighted employees with a call centre career. Read on..

In the UK, Ofcom has recently published its guidelines for Silent Calls. Essentially, Ofcom's consultation document calls for the number of abandoned calls to be limited to 3% of all 'live' calls made by the predictive dialler and for a message to be played in the place of silence when a call is abandoned. Read more..

Outbound calling has given the industry a very bad name - with lots of silent and poor quality calls. The numbers of people registered with the Telephone Preference Service has risen and Ofcom has recently published its guidelines.

Will this simply hasten the demise of cold calling? Read more..

Call centre performance can be improved by giving agents tools to improve their own performances claims Andy Sleath of Aspect Software. Read more..

Modern management speak (Sent in by Tim W)

Net Lag: That glazed look when you have been online for too long.
Prairie dogging: When something happens in a call centre with cubicles, where people's heads pop up over the walls to see what's going on.
Open-Collar Workers: People who work at home or telecommute...
Click here to read the complete list ..