• Call Center
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Home Shopping Network - Call center
1
The Rockwell corporation's Galaxy
line of switches was used for the
current Call Center (as well as the
new locations in St
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Home Shopping Network - Call center
HSN has an in-house Call Center in St.
Petersburg, Florida, which mostly
handles customer service calls. HSN also
employs several hundred customer
service representatives from work at
home positions who take calls and place
orders via HSN's customer service
intranet. HSN also contracts Call Centers
to handle its sales calls especially when
HSN is broadcasting shows with highly
popular items.
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Payment Card Industry Data Security Standard - PCI compliance in call centers
While the PCI DSS standards are very
explicit about the requirements for the
back end storage and access of PII
(personally identifiable information), the
Payment Card Industry Security
Standards Council has said very little
about the collection of that information
on the front end, whether through
websites, interactive voice response
systems or call center agents. This is
surprising, given the high threat
potential for Creditcard fraud and data
compromise that call centers pose.
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Payment Card Industry Data Security Standard - PCI compliance in call centers
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Home-based telephone agents pose an
additional level of challenges, requiring
the company to secure the channel
from the home-based agent through the
call center hub to the retailer
applications.
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Payment Card Industry Data Security Standard - PCI compliance in call centers
1
To address some of these concerns, on
January 22, 2010 the Payment Card
Industry Security Standards Council
issued a revised FAQ about call center
recordings. The bottom line is that
companies can no longer store digital
recordings that include CVV
information if those recordings can be
queried.
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Payment Card Industry Data Security Standard - PCI compliance in call centers
1
This ensures seamless integration with
the call center environment, with
minimal disruption to agents, or current
IT systems, whilst also reducing risk by
enabling rapid implementation
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Elastix - Call center module
Elastix was the first distribution that
included a call center module with a
predictive dialer, released entirely as free
software. This module can be installed
from the same web-based Elastix interface
through a module loader. The call center
module can handle incoming and outgoing
campaigns.
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Call center industry in the Philippines
1
'Call Centers' began in the Philippines
as plain providers of email response and
managing services, these have
industrial capabilities for almost all
types of customer relations, ranging
from travel services, technical support,
education, customer care, financial
services, and online business-tocustomer support, online business-tobusiness support. The Call Center
industry is one of the fastest growing
industries in the country.
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Call center industry in the Philippines - Types of support
The calls managed by a number of
Philippine Call Centers can be categorized
into one of two types: outbound calls and
inbound calls. Outbound calls include
advisories, sales verification, customer
services, surveys, collections and
telemarketing. Inbound Calls include
account inquiries, technical support, sales
and various customer services.
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Call center industry in the Philippines - Recruitment and training process
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The recruitment process for new Call
Center agents may include (but is not
limited to) the following:
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Call center industry in the Philippines - Recruitment and training process
There are various ways in which one
may initiate a career in Call Centers. The
most common of which is to apply
directly to a Call Center's recruitment
office. This process is commonly coined
as a walk-in application. Another
procedure includes an employee
referral, where an applicant is referred
by an existing employee of a Call Center.
A person may also apply through an
employment agency, which will conduct
its own screening procedures, before
endorsing an applicant to any Call
Center.
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Call center industry in the Philippines - Recruitment and training process
1
An emerging manner to apply for a
career in a Call Center is through
online application, as it provides
applicants with an easier way of
acquiring more information on the
Call Center or business, an easier
application and resume submission
and allows Filipinos in more far or
remote areas to apply.
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Call center industry in the Philippines - Number of centers
1
According to the Call Center Directory of
the Philippine Economic Zone Authority
(PEZA), the Philippines now has more
than 1000 call centers over 20 key
locations:
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Call center industry in the Philippines - Outsourcing
1
Call Center managers require new hires to
be extremely fluent in English and (for
technical accounts) possess above-par
Information technology|IT skills. Although
some people would on the basis of
experience with Call Centers dispute these
requirements.
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Call center industry in the Philippines - Outsourcing
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The global recession in 2008 resulted in the
loss of jobs for many Overseas Filipino
Workers (OFWs). This prompted the
Philippine government to assist OFWs
transition to Call Center
agents.http://www.articlearchives.com/laboremployment/labor-regulation-policy-labordepartments/216819-1.html The government
program, funded by the Overseas Workers
Welfare Administration (OWWA), is part of
the government's vocational scholarship
program of OWWA and reintegration for
OFWs returning to the country.
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Business process outsourcing in the Philippines - Call Center Industry in the
Philippines
1
In the Philippines, Call Centers began
as providers of business email
response and managing services. The
Call Center sector comprises 80% of
the total BPO industry in the country.
With 80% of the call services provided
for the US market.
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Business process outsourcing in the Philippines - Call Center Industry in the
Philippines
1
In 2008, Call Centers
supported a $12billion BPO industry.
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Call center industry in Bangladesh
The 'call center industry in
Bangladesh' was worth around $12
million in 2013, of which 50 percent was
accounted for by the country's
domestic market. In 2013, national
mobile operators Airtel and Citycell
outsourced their call centers to local
companies. Bangladesh
Telecommunication Regulatory
Commission (BTRC) eased the
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Call center industry in Bangladesh
1
A call center village was planned in 2009. ,
around 70 call centers were in operation in
Bangladesh.Bangladesh exports its call
center services to countries including the
United States, Canada and the United
Kingdom. The Bangladesh Association of
Call Center Outsourcing (BACCO) was
formed in connection with the industry.
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Charter Communications - Call centers
On May 2, 2006, Charter announced it
would restructure seven of its Call
Centre|Call Centers in the United States in
the following locations:
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Charter Communications - Call centers
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* St. Louis, Missouri— Telephone Care
Center, July 31, 2006; converted into a
Charter Phone service Call Center
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Charter Communications - Call centers
Orders completed online or through
retail partners with Charter
Communication are directed to a Call
Center located in Tempe, Arizona,
operated by Teletech (Direct Alliance).
This Call Center has inbound/outbound
sales agents, as well as online chat
agents. Outsourced Call Centers were
implemented in 2006 and are located in
Canada and the Philippines.
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Charter Communications - Call centers
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Louis, Missouri (telephone service support
center); Greenville, South
Carolina|Greenville, South Carolina;
Vancouver, Washington; Fond du Lac,
Wisconsin; Walker, Michigan; Rochester,
Minnesota; Worcester, Massachusetts,
and Louisville, Kentucky, (the largest Call
Center across the company), with
Heathrow, Florida, handling the bulk of
video, high-speed data, and telephone
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International Merchant Services - Closing of the Kearney Call Center
1
First National has
operated the call
center in Kearney
since 1992.
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Service desk - Differences from a call center, contact center, help desk
1
ITIL regards a Call Center, Contact Centre
(business)|Contact Center or a help desk
as limited kinds of service desk which
provide only a portion of what a service
desk can offer
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Chargeback fraud - Call center transactions
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Another common channel for chargebacks
is mail order/telephone order (MOTO)
payment processing through a call center.
In this case, as with the two others listed
here, the main problem is that this is a
card not present transaction. To help
eliminate call center purchase
chargebacks, call centers are working to
make the purchases more like card
present purchases.
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Chargeback fraud - Call center transactions
Agent-assisted automation technology is
available for call centers that allows
customers to enter their credit card
information, including the card security code
directly into the customer relationship
management software without the agent ever
seeing or hearing it. The agent remains on
the phone, so there is no awkward transfer to
an interactive voice response system. All the
agent can hear is monotones. This is the
card present equivalent of swiping the card.
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Ceedo - Ceedo for Call Center
1
Ceedo for Call Center is a variant of
Ceedo Enterprise specially
configured and tweaked for Call
Center representatives working from
home, ensuring complete monitoring
and usage oversight, host minimum
requirements compatibility checks,
and other components that ensure
high-quality VoIP and enterprise-level
secure connections.Ceedo for Call
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Ceedo - Ceedo for Call Center
Ceedo for Call Center is usually locally
installed on the user’s computer, and is
employed along with various security
mechanisms and Unified Communications
related software.
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PCI DSS - PCI compliance in call centers
1
Home-based telephone agents pose an
additional level of challenges, requiring the
company to secure the channel from the
home-based agent through the call center
hub to the retailer applications.
https://store.theartofservice.com/the-call-center-toolkit.html
PCI DSS - PCI compliance in call centers
1
To address some of these concerns, on
January 22, 2010 the Payment Card
Industry Security Standards Council
issued a revised FAQ about call center
recordings. The bottom line is that
companies can no longer store digital
recordings that include Card
Verification Value|CVV information if
those recordings can be queried.
https://store.theartofservice.com/the-call-center-toolkit.html
PCI DSS - PCI compliance in call centers
1
This ensures seamless integration with the
call center environment, with minimal
disruption to agents, or current IT systems,
whilst also reducing risk by enabling rapid
implementation
https://store.theartofservice.com/the-call-center-toolkit.html
Teletraffic engineering - In call centers
A good example of the use of
teletraffic theory in practice is in the
design and management of a call
center. Call centers use teletraffic
theory to increase the efficiency of
their services and overall profitability
through calculating how many
operators are really needed at each
time of the day.
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Teletraffic engineering - In call centers
Queueing systems used in call centers
have been studied as a science. For
example completed calls are put on hold
and queued until they can be served by an
operator. If callers are made to wait too
long, they may lose patience and default
from the queue (hang up), resulting in no
service being provided.
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Call center industry - Recruitment and training process
1
There are various ways in which one may
initiate a career in call centers, the most
common of which is to apply directly to a call
center's recruitment office. This process is
commonly coined as a walk-in application.
Another procedure includes an employee
referral, where an applicant is referred by an
existing employee of a call center. A person
may also apply through an employment
agency, which will conduct its own screening
procedures, before endorsing an applicant to
any call center.
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Bonus-Malus - Call centers
1
Bonus-malus payments are in addition to the
normal cost of call center services.
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Call center security
1
'Information security' has emerged
as a significant concern for banks,
mobile phone companies and other
businesses that use call centers or
business process outsourcing, or
'BPO'. There have been instances of
theft of personal data reported from
call centers.
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Call center security - Common countermeasures
1
There are three identifiable types of
illicit activities concerning fraud
emanating from call centers:
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Call center security - Common countermeasures
*5. Limiting functionality and access of
personal computers or terminals used by
call center agents (for example, disabling
USB ports). Companies may also use data
loss prevention software to block attempts
to download, copy, or transmit sensitive
electronic
data.[http://www.csoonline.com/article/356
064 Call Center Security How: to Protect
Employees and Customers]
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Härnösand - Call centers
One of the biggest employers in
Härnösand is the cable-TV and Cable
internet service provider Com Hem.
Com Hem in Härnösand takes care of
all incoming support calls and
therefore hire mostly young adults
with an interest in technology. The
Interview Institute of Scandinavia and
Intervjubolaget are also employers
seated in Härnösand focusing on call
center activities, although their focus
lies in doing interviews by phone or
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One Night @ the Call Center
1
The novel revolves around a group of six
call center employees working at the
Connexions call center in Gurgaon,
Haryana
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One Night @ the Call Center - Plot
1
One night they got a phone-call from
god within the story, which comprises
the bulk of the book, relates the events
that happen one night at a call center
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One Night @ the Call Center - Plot
1
Claimed to be based on a true story,
the author chooses Shyam Mehra
(pseudonym|alias Sam Marcy) as the
narrator and protagonist, who is one
among the six call center employees
featured.
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One Night @ the Call Center - Plot
On returning to the call
center, they carry out their
plans with dexterity.
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