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By Nasha Fitta in Mumbai.
After the London bomb blasts, call centre executives are experiencing increased abusive and hate phone calls from their international customers. Are you one of these employees?
What should you do to counter the rage you know has really nothing to do with you? Read More
By Shusmul in Bangalore.
For many call centres, the biggest question that bugs management is how to manage a balance between inbound and outbound operations, so that there are enough agents to handle calls when the call volume rises. Read More
By S.Shridhar Kumar in Bangalore.
The principles of NBA Play-offstrategies, the American Stock market, the British weather, or the current London Broadway Opera’s were never the preferred topics of interest for the common Indian. But as ever, technology has its own way of pushing mankind to astonishing scales of adaptability. Read More
By Shusmul in Bangalore.
“It’s simply like a mathematical equation. If you want your customers to wait zero time, you have to have a lot of people sitting there doing nothing. If you want employees working all the time, customers will wait a long time." Read More
By Shusmul in Bangalore
The case of Amosha Lyngdoh (27), working as a call centre executive till recently, fatigued by her tedious and demanding job with one of the most prominent BPO service centre in India, ended up in a mess. As she revealed during this interview, “I blacked out constantly. My migraine problem got worse and I didn’t feel like eating a thing. I had to quit”. This revelation from Amosha provides an insight into the life of many of the call executives with Indian call centres. Read more
By MD Ramaswami in Bangalore, Bill Price in Seattle and Peter Massey in London
A lot has been speculated about how India is the passing, current or next big thing in call centres. But in a rapidly maturing market what is really going on on the ground? In the latest of our series of internatinal focus articles, three LimeBridge alliance members involved in the Indian market give their views. Read more
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