Before we delve into this topic and skylark our way through the tribulations of why outsourcing I would like to inform you why I feel I am qualified to write this article? The most important reason is that I have headed and managed a contact center (one of the largest in my own country – Pakistan) as well as owned a business that relied on [...]

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Pakistan’s information technology (IT) sector is taking a different route from the bigger Indian counterpart but is still looking for help in making a leap forward. “The IT industry is small and very different. It has small and medium companies with say 30 employees, generating $30 million, unlike Indian companies with 70,000 employees and billions of dollars of turnover,” president of Pakistan Software Houses Association [...]

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The call center has been established as an industry in corporate world of Pakistan only over the last ten years. This industry has given thousands of unemployed graduates an opportunity to start their career without any particular work experience. Particularly in Pakistan where unemployment rate is very high, fresh graduates take this opportunity as sunshine towards their bright future. This job is not only easily [...]

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Are you one of those who have to wait for several minutes before call center representative responds to your call? It often turns out to be very irritating particularly when help line calls are being charged and there are good chances that your call gets dropped (due to any reason) during this long wait. Okay the fact is that not all mobile phone users wait [...]

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Continued from Setting Up Call Center for small Business Setting Up Call Center for Midsized Business We earlier briefed some tactics about setting up call center solutions for small and then midsized businesses. Today, we will continue our discussion to find out service providers (vendors), which can help us set up large scaled call center solution, scalable to thousands of calling agents, spread across the [...]

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Continued from How to Setup Call Center for Small Sized Business In a recent post we discussed about setting up a call center for small sized businesses, which could accommodate 1-20 agents through Skype, which is fairly good.  However, Skype does not allow call routine based on preferences, IVR, voice mail management and other necessary features that mid sized businesses usually require. But you will [...]

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For those who are not familiar with term inbound call center, it is supposed to be an arrangement for a business to receive calls from customers/potential customers for variable matters, for instance, support, after sale support or pre-sale queries. Similarly outbound call Center means an arrangement where agents can make call out of your system to pitch for sales. Now let’s discuss on scenarios and [...]

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