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13th December 2006 | Contact the Editor | Register here to receive your own FREE copy of contact news asia |
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LATEST NEWS |
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 US-based Touchstone to expand Pakistan contact center operation
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US-Based Touchstone Communications has announced the acquisition of Call Central, along with plans to expand its Islamabad contact center.
Included in the acquisition was real estate, which increased Touchstone's capacity by 200 seats. Touchstone employs 600 people at the BPO center in Islamabad. The newly acquired space will allow for an additional 200 people to be hired over the next 6 months. "The center has been running at capacity and this new space gives us the opportunity to add new clients and new employees," said Tom Slone, Touchstone Chairman and CEO.
Touchstone currently serves over 20 clients in the United States and United Kingdom. In addition to these existing clients Touchstone will be adding two new campaigns by mid-December. One campaign will be an inbound 24/7-customer support for a company headquartered in Israel and the other will be an outbound mortgage lead generation campaign for a U.S. company based in California. "Our growth is the direct result of our emphasis on quality," said Slone. "We stress quality in all of our campaigns and we are growing based on word of mouth and our reputation." |
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Asian Contact Centre Industry Benchmarking Report
Launch Events |
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callcentres.net is launching the 2006 Asian Contact Centre Industry Benchmarking Report. First published in 1997, the Asian Contact Centre Industry Benchmarking Report has become the definitive Asian contact centre industry reference.
We are inviting contact centre managers, service directors and other senior executives who are responsible for the management of contact centres to attend these exciting events.
Dr Catriona Wallace will present the 2006 Asian Contact Centre Industry Benchmarking Report results and discuss key information about the contact centre industry in China, India, Singapore, Thailand, Malaysia and The Philippines.
The Launch Event details:
- Manila, Philippines Tuesday, 16th January 2007
- Shanghai, China Thursday, 18th January 2007
- Bangalore, India Tuesday, 23rd January 2007
- Singapore - In conjunction with Contact Centre Association of Singapore (CCAS) Thursday 25th January 2007
For more information and to register for these events (at no cost) please go to:
http://www.callcentres.net/asiaevent
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 Singapore ATMs offers new CRM abilities
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Singapore's OCBC Bank has launched an interactive ATM service that recognises and prompts customers to update their contact details.
Because the system is linked to the Siebel Systems CRM (customer relationship management) software, OCBC is able to recognise customers who have not updated their contact details or who have been uncontactable for the past three months. According OCBC Bank's Patrick Chew, the new machines, which sport touch-screen keypads, offer banking customers greater convenience as well as enhances its employees' level of productivity.
The new service cuts down on the contact center input involved in the process of updating customers' personal information. Customers can continue to update their information via the Internet and the bank's call center, but not via its mobile phone banking service. |
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 Bhutan contact center trainees taught Aussie skills
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Bhutan contact center candidates have undergone Australia-specific training as part of a joint initiative with the Indian government.
Some 100 students were selected to undergo contact center operation trainings in India, where they were familiarised with Australia, its states and major cities. The trainees underwent intensive language and computer courses at the International School of Language, covering pronunciation, grammar and accent.
The trainees did not sign any agreement regarding their employment after the training but the trainees could apply for work in contact centers within or outside the country, according to Ministry of Labour and Human Resource officials. Many Bhutanese students studying in India are known to work for contact centers during their vacation. Some have returned to India completing their studies to work in contact centers. |
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 Davao official calls for contact centers
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| A Davao City Chamber of Commerce and Industry official in the Philippines has urged nearby Cebu-based outsourcers to set up contact centers in the district, rather than simply use it as an agent recruitment ground.
"We have two big call centers in Davao and around three to four small ones compared to Cebu with about 30 to 40 existing call centers," Fornier said. "Cebu is bragging that they have enough call center agents, but most of their agents and also Manila-based call center agents came from Davao."
Fornier urged contact centers from Manila and Cebu to come to the city and open their facilities there. "We will not support call centers, which are only making Davao City as a recruitment ground. Of course we cannot stop them from doing so, we have no law for that, but we will not encourage our people to be a call center agent in Manila or in Cebu" he said. |
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