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When companies began outsourcing their call center functions a few decades ago, it was usually about cost. Call centers cost a lot to run, and dedicated outsourcers who handled many clients were able to attain better economies of scale. While the costs did come down, the quality wasn't always there. Companies often chose outsourcers arbitrarily and didn't understand how to ensure that service levels and quality goals were met.
Daman, the UAE's first specialized National Health Insurance provider, has announced that it will soon be opening its first and fully dedicated call center at Al Ain for the members of its Thiqa program. The call center will be operated entirely by UAE nationals.
The opening of a charity's innovative new NHS call center has created new jobs at Dearne Valley.
Public Utility District No. 1 of Cowlitz County, WA, better known as Cowlitz PUD, is providing new online customer service features on its website for its customers. Cowlitz PUD provides electric service to 48,200 residential, commercial, industrial and street lighting customers countywide.
Touted as a major call center provider in the Philippines, Sutherland Global Resources, is looking to expand its reach in the industry by opening a call center in the Philippine island province of Catanduanes. The company has partnered with the Provincial Government of Catanduanes in order to make the plan a reality, and Governor Joseph C. Cua is looking forward to working in conjunction with the call center company to bring business to the island, ultimately lowering unemployment rates in the area.
Today's customer is more educated about available products and services than ever before, demanding a new and strategic approach to matching the right agent to the right customer. To create the optimal experience for the customer, the hosted call center needs to connect him or her with an agent who understands his or her needs and preferences. In doing so, the customer's issue is more likely resolved quickly.
Ringio, a provider of CRM phone solutions to small and medium businesses, has unveiled a new hosted call center application designed to improve customer service at inbound and outbound call centers. Ringio claims to be the first cloud-based Rich Calling Service that intelligently routes calls to any phone along with relevant information about the caller.
While most call centers use workforce management solutions to build schedules and ensure that the right agents are scheduled for the right procedures at the right time, many of these call centers simply aren't using the solutions to their best advantage. Workforce optimization solutions have become more complicated as call center operations have become more complex, and a majority of call centers simply aren't using these solutions and the tools they offer to maximum effectiveness. | 
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