UK to outsource Indian call centres
Indian call centres are poised to reap a massive windfall in extra earnings during the coming financial year as the UK government's biggest spending department seeks new ways to save money, states The Tribune.
The UK's National Health Service (NHS), which has an annual budget of £104 billion, is under orders to achieve 20% savings by 2014.
Health service managers believe this will be best achieved by outsourcing more NHS administration to Indian call centres and data bases that are cheaper to run than their UK counterparts.
Social media to hit contact centres
The level of customer service we get despite the introduction of 24/7 customer care services interactive voice responses and self-help menus may soon change with unified communications technologies, say industry experts, according to My Digital FC.
“The next innovation wave about to happen in contact centres is the introduction of social media tools,” says Jangoo Dalal, president of Avaya India. “We hold about 60% of the share in the communications market in India.
From what see, customers may want video and chat features while interacting with call centre executives. What used to be call centres is now contact centres and is transforming into 'context' centres.”
Talkmobile deploys Cerillion Technologies
Mobile virtual network operator Talkmobile is deploying a new hosted customer relationship management and billing system to improve its operations, notes Computer World UK.
Talkmobile, a division of The Carphone Warehouse and part of Best Buy Europe, has chosen Cerillion Technologies to host and manage the CRM and billing platform. Cerillion will also provide migration from Talkmobile's legacy systems.
Talkmobile delivers a virtual mobile service to customers by piggy-backing on the Vodafone network. The company was introduced in 2008 and its service is distributed through Carphone Warehouse and other channels.
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