Call Center News

Plantronics Headsets an Essential Tool at Top Service Companies

Santa Cruz, CA -– Plantronics, Inc. today announced that 24 of the 25 companies named in BusinessWeek’s third-annual customer service report use Plantronics headsets in their customer service centers.

BusinessWeek’s special report on customer service makes it clear that companies focused on protecting the customer experience, and not short-term cost gains, in today’s difficult economy are rewarded with long-term brand loyalty. In fact, the best performers are investing in, not cutting, customer service programs to enhance satisfaction and differentiate from the competition. BusinessWeek identified the 25 “Customer Service Champs” by combining data from market research firm J.D. Power & Associates and supplemental surveys using the BusinessWeek Market Advisory Board.

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US Airways Repatriates Call Center Jobs from Philippines

Manila, Philippines  - US Airways Group is repatriating some reservation call center work from the Philippines after service problems threatened to disrupt the airline's industry-leading revenue recovery, the Financial Times reported. US Airways merged with smaller rival America West last September after two spells in bankruptcy protection to form the sixth-largest US carrier by sales.

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Cagayan de Oro City, Philippines Call Center to Expand

CAGAYAN DE ORO CITY, PHILIPPINES -- A call center operated by a university here will be expanding by adding at least 25 more seats within the second quarter. The call center is also planning to upgrade its services to meet the increasing demand of its major client, a translation company based in the United Kingdom (UK).

Britain's Interpreting Translation Line partnered last year with Capitol University's call center, which is aiming to expand operations within Asia."We will be doing a trade and industry survey on Arab countries soon through [Interpreting Translation Line]," Josenita R. Abecia, the university’s call center manager, told BusinessWorld.

Interpreting Translation Line, headquartered in northeastern England, has more than 100 interpreters and translators who specialize in "almost every language from Arabic to Zulu," said its Web site.

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