Call Center Tidbits

The value of a phone recorder can only be decided by the individual recording the phone call. Therefore, the question becomes – what is the value of the phone call?
Phone recorders come in all sizes and shapes, from single line to multi line recorders. Not only call centers and financial institutions are recording phone calls, [...]

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As more and more people are telecommuting and working from home, applications that were designated as in-the-office procedures are easily transferable to the home office. One of them is the recording of phone calls. Simple single line phone recorders accomplish the goal of capturing those important calls as well as the networked in-house enterprise recording [...]

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Silence to customers on hold can result in negative impressions towards your organization. If callers hear silence, they are unsure if they are still connected. There are times when customers must hold due to a large volume of incoming calls, as in a call center.  Other times it may be necessary to ask the customer [...]

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Mayor Gavin Newsom and Twitter co-founder Biz Stone announced that the city’s non-emergency 311 information service will accept inquiries and complaints via the Twitter – the micro blogging service.
To “tweet” into the SF 311 call center, visit sftwitter.sfgov.org. and click the “Follow Me” link to create a two-way follow. Users will then receive an email [...]

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Vangent Inc located in the Tampa area has hired between 50 & 100 employees to handle 1-800-Medicare telephone calls and expects to hire a total of 1000 by November 15th, which is the start of Medicare’s open enrollment period. 400 of  these will be temporary employees working thru the middle of December.
Vangent with 6,000 employees [...]

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