| LATEST NEWS |
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 Australia's AAPT offshores to Manila
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Australian telecommunications company AAPT will shift 80 contact center roles from Sydney to the Philippines.
"This week we let our people know that Level 1 and Level 2 support functions in our Glebe center would be now be gradually migrated to our Manila center over the next four months," AAPT said in a statement. The telco said affected people will be offered alternative opportunities in other parts of the company wherever possible.
"Over the past four quarters, our CEO Paul Broad has been clear about our strategic drive to reduce costs. At Telecom NZ's annual investor briefing in May, Paul signalled AAPT's intent to move further contact center functions off-shore - this was reported on at the time," wrote the spokesperson, "This decision follows the relocation of other similar roles over the past 18 months." AAPT did not say how many more jobs will be created at the Manila center as a result of the Australian cuts. |
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 Korea's foreign advice center kept busy
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South Korea's 120 Dasan Call Center has fielded between 150-200 calls per day from foreign visitors and workers.
The center's foreign language department employs 20 counsellors providing advice on various problems experienced by expatriates from travel directions to overdue wages. They provide the service English, Mandarin, Japanese, Vietnamese and Mongolian.
The most popular languages are English and Vietnamese followed by Mongolian and Chinese. Japanese counsellors received the fewest number of calls, saying Japanese residents or visitors tend to resolve their problems on their own. The general, Korean-language 120 advice service receives an average of 40,000 calls a day. |
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 Asian Insurers to spend on IT
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IT budgets at Asian insurance companies appear to remain unaffected by the global financial crisis, with most saying they will invest on new technology this year.
According to a new report, Asia Insurance - The Year Ahead by consultants Celent, customer service representative portal/desktop, agent portal and underwriting/policy administration are the three major focuses of investment. More than 60% of Asian insurers are thinking of using selected emerging technologies, but most are not at the implementation stage yet.
Many insurers said they will use a SaaS model in non-critical business, such as contact center, CRM and human resource management. The insurers said business strategy priorities remain; growth, cost reduction, ease of doing business and meeting regulatory requirements. |
 India's Hinduja acquires UK-based company |
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Indian outsourcer Hinduja Global Solutions (HGSL) has bought UK-based CRM counterpart Careline Services.
The acquisition will allow HGSL to enter the UK and European markets with a platform to cross-sell its global delivery model to Careline's European clients. Careline Services is a contact center provider, serving more than 20 customers in the government, fast moving consumer goods, financial services, automobiles, telecom and retail markets.
Careline has more than 1,000 employees across three sites in the UK, handling over 50,000 customer interactions every day across multiple channels and in 14 languages. "Careline is a strategic fit as it opens up a new geography and provides access to new clients," said HGSL CEO Partha Sarkar. "This enhances our ability to meet customers' expectations of delivering services across different geographies." |
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| callcentres.net blogs... |
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 1. 'Asia Calling' blog by Amita Krishna ....
GForce; Do many CC's have a a 'Big Picture'? Lunch at Harrods, KL.
The G's were in full force over the course of last week: The G8 and G20 summits, Ghana and Germany, however, did any manage to hit thee spot?! The leaders of the G20 and G8 summits struggled to agree on the balancing act required between bringing down deficits over time, managing financial regulatory reform whilst supporting sustainable growth. The road to recovery is still underway and the global economic outlook remains somewhat vague.
As I had coffee with one of the technology vendors last week, we got into a debate about how many companies found it challenging to deliver service excellence consistently and manage the customer experience effectively...
Read the full blog here .....
 2. 'your call' blog by Dr Catriona Wallace ....
Singapore Contact Centre Consumer Experience and Tigers in Fashion
I have just arrived back from a country I love... Singapore. I presented the Avaya Contact Centre Consumer Index results for Singapore, the third year we have conducted this study. The study was based on the interviewing of over 300 Singaporean customers of Singaporean contact centres.
Here are some results.....
Read the full blog here ..... |
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