Notas | Notas Abril - 2006 | Study Released on Domestic Call Centers

I2CREDIT Nº 44

Study Released on Domestic Call Centers

Study Released on Domestic Call Centers Todd Cardin of Specialty Answering Service has just completed an eight month study on the future of traditional telephone answering services in the United States.
In a time when it appears that every time you call a credit card company, a computer service center or even a bank you reach an operator located overseas. These situations are often very frustrating but more and more Americans are getting used to speaking to a CSR who has not yet grasped the language.

Por: Todd Cardin - www.CollectionIndustry.com

The fast increase and development of call centers in countries like India and the Philippines has put an extraordinary amount of pressure on domestic call center operations. The wages of employees in these other countries can be 50% to 80% less than the employees of the United States; this is why many companies are using call centers located overseas. Even though the wage difference is huge between the United States and their overseas competitors, there are new factors causing the call centers of the United States to become more attractive.

To test how a domestic call center would stack up against an overseas operation, Cardin tested and scripted out the same calls and placed and recorded calls in some of his United States operations and a call center located in India. Cardin used eight of his specialized telephone answering services. The services used were Cardin's Mental Health Answering Service, Limousine Answering Service, Restoration Answering Service, Medtas, Restaraunt Repair Answering Service, Website Receptionist, Contractors Answering Service and Plumbers Choice. Over five hundred different calls were placed between all of Cardin's services and the same calls were placed overseas. All of the accounts were created by Cardin's staff and placed by actors and actresses from ETC Theater www.etctheater.com.

There are many standard traffic measurements that can be performed on a call center to determine its performance levels. In his study, Cardin consider the folowing measures:

* The average delay a caller may experience whilst waiting in a queue

* The mean conversation time, otherwise referred to as Average Talk Time

* The mean dealing time, otherwise referred to as Average Handling Time

* The number of calls / inquiries per hour an agent handles

* The amount of time spent while an agent processes customer requests while not speaking to a customer

* The percentage of calls which completely resolve the customer's issue

The percentage of calls where a customer hangs up or abandons the call is often referred to as Total Calls Abandoned or Percentage of calls abandoned. Calls are often abandoned due to long hold times when a call centre experiences a high call volume.

Percentage of time agents spend not ready to take calls, often referred to as Idle Time. Quality Assurance monitored by a quality assurance team.

In each measure, Todd Cardin www.toddcardin.org found that the domestic, or United States call centers scored considerably more favorable scores. The average amount of time spent on a call by the United States operators were less than half of that spent on the call by their overseas counterparts. Cardin found the study to support the future of United States call centers.

Ultimas Notas

I2CREDIT Nº 44

Caída en tasas de interés dinamiza crédito

Caída en tasas de interés dinamiza crédito Aunque las tasas de interés pasivas (las que se pagan a los ahorrantes) se han mantenido, las tasas activas (las que se cobran por préstamos) han sufrido una caída de unos 150 puntos básicos en colones y de 70 puntos básicos en las tasas en dólares.

Por: Puyblicado en www.actualidad.co.cr

España: Máquinas al otro lado del auricular

España: Máquinas al otro lado del auricular Los ordenadores han sustituido a los teleoperadores al otro lado del auricular. El ahorro que permiten los sistemas automatizados de atención telefónica es notable y si están bien diseñados los clientes no echan en falta a la operadora.

Por: Publicado en www.elpais.es

Colombia: Deudas morosas a favor del Estado crecieron 28,48% entre octubre de 2005 y enero de 2006

Colombia: Deudas morosas a favor del Estado crecieron 28,48% entre octubre de 2005 y enero de 2006 La razón sería un fallo de la Corte Constitucional, que declaró inconstitucional la limitación para contratar con el Estado a los morosos. Los deudores le están debiendo al Estado 16,69 billones de pesos, 3,7 billones más que lo que le adeudaban en octubre del año pasado.

Por: Publicado en www.cesla.com

Notas Destacadas

2012: CREDIT PERFORMANCE Nº 106; CREDIT PERFORMANCE Nº 105; CREDIT PERFORMANCE Nº 104; CREDIT PERFORMANCE Nº 103; CREDIT PERFORMANCE Nº 102

2011: CREDIT PERFORMANCE Nº 101; CREDIT PERFORMANCE Nº 100; CREDIT PERFORMANCE Nº 99; CREDIT PERFORMANCE Nº 98; CREDIT PERFORMANCE Nº 97; CREDIT PERFORMANCE Nº 96; CREDIT PERFORMANCE Nº 95; CREDIT PERFORMANCE Nº 94; CREDIT PERFORMANCE Nº 93; CREDIT PERFORMANCE Nº 92; CREDIT PERFORMANCE Nº 91

2010: CREDIT PERFORMANCE Nº 90; CREDIT PERFORMANCE Nº 89; CREDIT PERFORMANCE Nº 88; CREDIT PERFORMANCE Nº 87; CREDIT PERFORMANCE Nº 86; CREDIT PERFORMANCE Nº 85; CREDIT PERFORMANCE Nº 84; CREDIT PERFORMANCE Nº 83; CREDIT PERFORMANCE Nº 82; CREDIT PERFORMANCE Nº 81; CREDIT PERFORMANCE Nº 80

2009: CREDIT PERFORMANCE Nº 79; CREDIT PERFORMANCE Nº 78; CREDIT PERFORMANCE Nº 77; CREDIT PERFORMANCE Nº 76; CREDIT PERFORMANCE Nº 75; CREDIT PERFORMANCE Nº 74; CREDIT PERFORMANCE Nº 73; CREDIT PERFORMANCE Nº 72; CREDIT PERFORMANCE Nº 71; CREDIT PERFORMANCE Nº 70; CREDIT PERFORMANCE Nº 69; CREDIT PERFORMANCE Nº 68

2008: CREDIT PERFORMANCE Nº 67; CREDIT PERFORMANCE Nº 66; CREDIT PERFORMANCE Nº 65; CREDIT PERFORMANCE Nº 64; CREDIT PERFORMANCE Nº 63; CREDIT PERFORMANCE Nº 62; CREDIT PERFORMANCE Nº 61; CREDIT PERFORMANCE Nº 60

2007: CREDIT PERFORMANCE Nº 59; CREDIT PERFORMANCE Nº 58; CREDIT PERFORMANCE Nº 57; CREDIT PERFORMANCE Nº 56; CREDIT PERFORMANCE Nº 55; CREDIT PERFORMANCE Nº 54; CREDIT PERFORMANCE Nº 53

2006: CREDIT PERFORMANCE Nº 52; CREDIT PERFORMANCE Nº 51; CREDIT PERFORMANCE Nº 50; CREDIT PERFORMANCE Nº 49; CREDIT PERFORMANCE Nº 48; CREDIT PERFORMANCE Nº 47; CREDIT PERFORMANCE Nº 46; CREDIT PERFORMANCE Nº 45; CREDIT PERFORMANCE Nº 44; CREDIT PERFORMANCE Nº 43; CREDIT PERFORMANCE Nº 42; CREDIT PERFORMANCE Nº 41

2005: CREDIT PERFORMANCE Nº 40; CREDIT PERFORMANCE Nº 39; CREDIT PERFORMANCE Nº 38; CREDIT PERFORMANCE Nº 37; CREDIT PERFORMANCE Nº 36; CREDIT PERFORMANCE Nº 35; CREDIT PERFORMANCE Nº 34; CREDIT PERFORMANCE Nº 33; CREDIT PERFORMANCE Nº 32; CREDIT PERFORMANCE Nº 31; CREDIT PERFORMANCE Nº 30; CREDIT PERFORMANCE Nº 29

2004: CREDIT PERFORMANCE Nº 28; CREDIT PERFORMANCE Nº 27; CREDIT PERFORMANCE Nº 26; CREDIT PERFORMANCE Nº 25; CREDIT PERFORMANCE Nº 24; CREDIT PERFORMANCE Nº 23; CREDIT PERFORMANCE Nº 22; CREDIT PERFORMANCE Nº 21; CREDIT PERFORMANCE Nº 20; CREDIT PERFORMANCE Nº 19; CREDIT PERFORMANCE Nº 18; CREDIT PERFORMANCE Nº 17

2003: CREDIT PERFORMANCE Nº 16; CREDIT PERFORMANCE Nº 15; CREDIT PERFORMANCE Nº 14; CREDIT PERFORMANCE Nº 13; CREDIT PERFORMANCE Nº 12; CREDIT PERFORMANCE Nº 11; CREDIT PERFORMANCE Nº 10; CREDIT PERFORMANCE Nº 9; CREDIT PERFORMANCE Nº 8; CREDIT PERFORMANCE Nº 7; CREDIT PERFORMANCE Nº 6

2002: CREDIT PERFORMANCE Nº 5; CREDIT PERFORMANCE Nº 4; CREDIT PERFORMANCE Nº 3; CREDIT PERFORMANCE Nº 2; CREDIT PERFORMANCE Nº 1

Ultima Revista

Noviembre 2011

Julio 2011

Ediciones Anteriores

Regístrese Anuncie en la revista Si desea anunciar en nuestra revista, contactese con:
Rodrigo Rotunno
rodrigo.rotunno@cmspeople.com
+ 54 (11) 4313 4000