Call Center Outsourcing

This section of our technical library presents information and documentation relating to Call Center technology including software and products. Since the Company's inception in 1978, DSC has specialized in the development of communications software and systems. Beginning with our CRM and call center applications, DSC has developed computer telephony integration software and PC based phone systems. These products have been developed to run on a wide variety of telecom computer systems and environments.

Contact DSC today. to learn more about our call center outsourcing services.

Colin Shaw, author of Revolutionize Your Customer Experience and founding partner of Beyond Philosophy, the company that did the research for the new report, said: "We would recommend only using companies who have real people to answer the phone -- this is indicative of the customer focus of the company."

Frustrated customers are wreaking revenge on call centers by putting staff on hold and avoiding automated options, according to new research.

Some callers who have suffered endless piped music, or had to return to the beginning after a voice-activated system failed them, are retaliating in new ways, says Beyond Philosophy, a group of customer service advisers.

The company has compiled the most popular methods now being employed by those getting their own back on call center operators.

They include pressing zero instead of listening to all the options, and keeping the worker chatting for more than three minutes -- thus meaning they miss their productivity target.

Other tactics include putting them on hold, or asking them to call back, thereby letting them pay for the call -- which Beyond Philosophy warns could backfire if they do not bother.

Wily customers are also opting to speak to the sales team, no matter what the inquiry, as new business calls are always prioritized.

When held in a queue or put on hold, they call the head office and ask to be transferred.

The company cites a report from the Citizens Advice Bureau last year which showed that 97 percent of callers found dealing with call centers stressful.

Colin Shaw, author of Revolutionize Your Customer Experience and founding partner of Beyond Philosophy, said: "Call centers are leaving their customers frustrated and annoyed.

"Whilst getting their own back on the call center can leave customers feeling triumphant, we would recommend only using companies who have real people to answer the phone -- this is indicative of the customer focus of the company.

"Bad service in the early stages of a customer relationship is often just a taster of what is yet to come."

Call centers first opened in the mid-1980s with financial service companies such as Direct Line among the forerunners.

There are more than 4,500 call centers in the UK.

They handle inquiries for organizations such as banks, energy suppliers, phone companies and the NHS, with a workforce of 860,000, according to Incomes Data Services figures

© 2005 Birmingham Post.