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Call Centers

3 Elements of an Extremely Effective Call Script

Ian Altman | Posted 03.19.2014 | Business
Ian Altman

Robin, the owner of a professional services company, came to me for advice to grow her business. Robin's company has been successful, but not as succe...

Friday Talking Points -- Monkey Business

Chris Weigant | Posted 01.23.2014 | Politics
Chris Weigant

This may be the quotation of the week, from Representative Frank Pallone, describing the House "Obamacare Is So Very, Very Bad" hearings held this week.

Is There a Digital Divide for Customers?

Alistair Niederer | Posted 10.27.2013 | Business
Alistair Niederer

Over the past couple of years the way companies interact with their customers has changed beyond all recognition. I have been thinking a lot about how...

Company Keeps Customer On Call For Over 10 Hours

The Huffington Post | Posted 12.21.2012 | Business

It appears Zappos has a unique definition of good customer service. The online shoe and apparel retailer broke its personal record for longest cust...

Citing New Poll Results, Union Launches Campaign Against Outsourcing Call Centers

Posted 08.15.2012 | Politics

Citing the results of a new poll, the Communications Workers of America union said it intends to devote its resources to candidates who oppose the out...

T-Mobile Allegedly Hired Overseas Workers While Cutting U.S. Staff

The Huffington Post | Alexander Eichler | Posted 07.18.2012 | Business

T-Mobile USA laid off about 1,900 workers in March. In May, they announced that another 900 job cuts were coming. But it seems the company has been st...

Romney's Independence Day Advice: Buy Foreign

Leo W. Gerard | Posted 09.01.2012 | Business
Leo W. Gerard

On this Independence Day, demonstrate patriotic pride by deliberately buying American. Search for that "Made in USA" label. Pick the product that will create American jobs, the one that is an investment in an American company and the American economy.

Behind The Scenes At An American Express Call Center

Fortune | Geoff Colvin | Posted 06.19.2012 | Money

FORTUNE -- Call-center customer service has become a finely honed discipline, but usually it seems honed to cut time: The agent is superficially frien...

10 Industries Where People Are Getting Fired

The Huffington Post | Khadeeja Safdar | Posted 04.13.2012 | Business

Many Americans working at call centers were down on their luck last month. Telecommunications firms experienced the most planned job cuts in March...

Dave Jamieson

Lawmakers Look To Punish Companies That Offshore Call-Center Jobs

HuffingtonPost.com | Dave Jamieson | Posted 03.21.2012 | Politics

WASHINGTON -- Following the lead of lawmakers on Capitol Hill, several states have proposed legislation that would punish American companies that relo...

India and Philippines Declare War on Call Center Bill

Dave Johnson | Posted 03.12.2012 | Business
Dave Johnson

Last month I wrote about a bill before Congress that would both help fight the offshoring of call-center jobs and protect consumers. Now the countries where we have been sending those jobs are organizing a lobbying campaign to fight the bill.

Dave Jamieson

American Anti-Outsourcing Bill Causes Uproar Overseas

HuffingtonPost.com | Dave Jamieson | Posted 01.09.2012 | Politics

WASHINGTON -- A bill that would punish American companies for sending their customer call centers overseas has caused an uproar in India and the Phili...

Who Protects Info You Give to Offshored Call Centers?

Dave Johnson | Posted 02.15.2012 | Business
Dave Johnson

Companies are always looking for ways to reduce the number of people they employ, and for ways to reduce the pay and benefits for the ones they keep. ...

Dave Jamieson

Lawmakers To Punish, Shame Outsourcers

HuffingtonPost.com | Dave Jamieson | Posted 12.08.2011 | Politics

WASHINGTON -- Saying they hope to stem the tide of jobs heading overseas, legislators introduced a bipartisan bill Wednesday in the House that would p...

Which Airlines Keep Customers Waiting The Longest?

Posted 11.23.2011 | Travel

It's not just your imagination: Airlines really are keeping you on hold for minutes at a time. A new study reveals that 13 major US airlines keep t...

One World

Laura Mola | Posted 11.02.2011 | Politics
Laura Mola

The other day I had a technical problem with something online and called an 800 number. I got someone whose English was so precise and proper I immedi...

The Call Center Story That Won't Hang up

Sandip Roy | Posted 09.10.2011 | World
Sandip Roy

It seems we can all love to hate Indian call center workers. And the reason is simple -- we never really know their names. They are just part of a "call center" story.

Dave Jamieson

Call-Center Workers Take Heaps Of Abuse, Show Great Restraint: Study

HuffingtonPost.com | Dave Jamieson | Posted 07.19.2011 | Business

The next time you find calling technical support to be a brutally frustrating experience, just be glad you're not on the other end of the line. A n...

Zappos CEO: How To Build A Brand Through Customer Service

Tony Hsieh | Posted 05.25.2011 | Business
Tony Hsieh

From Delivering Happiness: A Path to Passion, Profits and Purpose by Tony Hsieh. Over the years, the number one driver of our growth at Zappos has be...

The American Debt Crisis & Infrastructure Investment

Michael Likosky | Posted 05.25.2011 | Politics
Michael Likosky

Economists are fond of telling us that America's competitive disadvantage - its inability to produce more domestic jobs - is the result of low labor c...

U.S. Call Centers Wokers Now As Cheap To Hire As Their Indian Counterparts

ft.com | James Lamont and Joe Leahy | Posted 05.25.2011 | Business

Call centre workers are becoming as cheap to hire in the US as they are in India, according to the head of the country's largest business process outs...

U.S.Wages as Cheap as India

Jonathan Tasini | Posted 05.25.2011 | Business
Jonathan Tasini

Mix a financial crisis created by the Goldman Sachs with the Wall Street-driven leveraged buyout, wage-cut, job-cuts mania of the past several decades and, presto...the U.S. is a low-wage country.

Thank Your Customers: They Will Love You for It

Jenny Darroch | Posted 05.25.2011 | Business
Jenny Darroch

As a critical consumer, I have become increasingly concerned by the way in which organizations treat their customers.

I Hate Customer Support

Jonathan Littman | Posted 05.25.2011 | Business
Jonathan Littman

When you need real business support get it from a real person, who works in a real office. Someone accountable. Someone who will give you a phone number where you can call them back, and get results.

Campaign Phone-Bank Volunteers: Dodging Abuse and Dialing for Victory

Beverly Davis | Posted 05.25.2011 | Home
Beverly Davis

This article is based on contributions from OffTheBus community members who participated in this week's call out. The full byline of contributors appe...