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Call Centre Helper

Spotlight on Call Centres for Blind Workers...

Call centres provide an ideal employment avenue for the bind and partially sighted. We look at initatives in South Africa and the UK that have provided blind and partially sighted employees with a call centre career.

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Contents
Dealing with Angry Customers
It happens the time! Angry customers are giving vent to their frustrations by shouting at call centre representatives. If you are one of the persecuted, don’t despair. You are not the first to be troubled by such threats and violent behaviour. Stay cool and devise a plan to face such situations. Read more..
Call Centres for the blind and partially sighted
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..
Ofcom signals the end of Silent Calls
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..
Has the industry dug it's own grave with cold calling?
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..
Technology enabled agent empowerment
Call centre performance can be improved by giving agents tools to improve their own performances claims Andy Sleath of Aspect Software. Read more..
Virtual Call Centre Technology
If there is one item of exciting technology that has come about in the past few years it is the introduction of the Virtual Call Centre. In the second part of our look at virtual call centres we look at the technological issues driving the take up of virtual call centres. Read more..
Call Centre Helper editor -Alex Coxon
Call Centre Helper is edited by Alex Coxon. Alex has a great deal of experience in the call centre sector, having edited the magazine Call Centre Focus (CCF) from 2001 through to 2005 and, prior to that, working as deputy editor of Computer Telephony magazine. Read more..
Call Centre Humour
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 ..

News stories and Press Releases

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