Call Center News

More call center agents to be trained in Baguio City

AN INTERNATIONAL-BASED contact center provider has entered into a partnership with local government units (LGUs) and other agencies to train more individuals who could be employed to respond to its growing customers. ClientLogic Philippines, a Tennessee-based call center with two branches operating in the country including Baguio City, is offering a 30-day training program aimed at enhancing the communication skills of individuals enrolled in the scheme.

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Is It Time for Call Centers To Ditch the Script?

Having to deal with a disinterested, robotic voice on the other end of the phone is frustrating enough. It is even worse when that voice belongs to a human who is sticking rigidly to an inflexible script. Mindful of the irritation this causes, Lloyds TSB recently scrapped scripts after research revealed that 90 percent of customers were infuriated by its call center staff's use of prompts.

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Convergys' New Sales Training Solution Improves Effectiveness of Large, Dispersed Sales Organizations

CINCINNATI, OH -- Nov. 29, 2004 -- A new suite of learning services designed to improve the effectiveness of large, dispersed sales organizations is now available from Convergys Corporation (NYSE:CVG), a global leader in integrated billing, employee care, and customer care services. The new Convergys Sales Readiness Solution combines performance consulting, content development, sales training expertise, large-scale deployment capabilities, and flexible technology to provide clients with highly scalable and repeatable performance improvement across a broad range of sales metrics. These include quota attainment and program initiatives such as on-boarding new reps and the introduction of new products and product updates.

PacificNet Epro to Provide CRM Consulting and Call Center Training Services to TCL

HONG KONG -- Nov. 24, 2004 --  PacificNet Inc. announced today that its PacificNet Epro subsidiary has reached an agreement with TCL, a leading consumer electronics brand in China, to provide CRM consulting and call center training services to TCL's headquarters and five main customer service centers located in Beijing, Shanghai, Xian, Chengdu, and Huizhou.