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Call Center Services Week In Review

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Call Center Services Week In Review

August 02, 2014
By David Delony
Contributing Writer

It’s the end of another week, and it’s time to review some of the top stories we’ve been following this past week in the world of call center services.

While Yahoo caused a stir when CEO Marissa Mayer disallowed employees from working from home, business process outsourcing company Kallfly is heading in the opposite direction. Almost all of the Philippines-based company’s call center agents work from home. Kallfly specializes in setting up virtual call centers.

There will still be a place for dedicated call centers even as more people adopt virtual work. Buchanan Technologies, a Texas firm, has announced that it will be opening a call center in Charlottetown, Prince Edward Island, Canada. The company cited the region’s excellent education facilities training students in technology as one of the reasons for opening the call center there. The call center will initially employ nine people and will be Buchanan’s first in North America outside the United States.

Emergency call centers might be the most important a person will ever deal with, as a call to 911 often means the difference between life and death. But like a lot of public service agencies, they also have to deal with budget issues. While a lot of them are embracing VoIP technology, the very cheapness of VoIP makes it hard for agencies to get the kinds of budgets they’ve had in the past. Even worse, the growth of cellphones also means more people can call 911, leading to call centers becoming overwhelmed.

Watson, the IBM (News - Alert) supercomputer best known for winning on the TV game show “Jeopardy!” has settled into a surprising new career after its run on the show: customer service. The insurance provider USAA is using watson to deliver information to military personnel to help them reintegrate into civilian life under a program known as Watson Engagement Program. Watson has access to more than 3,000 documents, ranging from benefits to insurance to buying a home.

Finally, the Pennsylvania Department of Transportation has opened a new call center that allows residents to get information about renewing their driver’s licenses and their IDs. The system replaces a number of regional call centers with one phone number serving the entire state.

Don’t forget to stay tuned to Call Center Services for the latest news all through the week.

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