Call Center functions and features
What functions and features should be included in a Call Center RFP?

Answer Question   |  February 28, 2012  10:03 PM
Call center outsourcing, Call center services, Call center software

Need advice on outsourcing our Call Center operations
We are a municipality-owned and unionized gas distribution utility with 500 residential customers. We are exploring the idea of outsourcing our call center operations which mainly includes inbound calls (billing, collections, service) and outbound calls (collections). We are regulated by a Public Utility Commission and have many regs dealing with customer service. Would you have [...]

Answer Question   |  September 22, 2009  5:31 PM
Call center outsourcing, Call center services, Call Centers

Looking for suggestions for reliable outsource partners for inbound calls
I am in the completing an RFP. I need to submit this to various outsourcers. We are primarily an inbound call center with very simple needs. I am having a hard time finding a list of outsource companies in the USA to submit the finished RFP. Do you know where I can get a list [...]

Answer Question   |  May 7, 2008  7:22 PM
Call Center management, Call center outsourcing, Call Centers, CRM, CRM services

Call Center regulations in Canada
If you are a Canadian Call Center processing US Credit Cards for US residents over the phone for another reseller do you have to be PCI compliant? Assume no software is hosted or stored on premise bit is done by a 3rd party based in US. What regulations does the Call Center fall under?

Answer Question   |  March 24, 2008  1:15 PM
Call center outsourcing, Call Centers, Channel