Data protection laws: The need of the hour
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One of the growth barriers for Indian BPO players who aspire to move into IPR intensive areas like clinical research, engineering design and legal research, is the absence of data protection laws. Just as Euro I and Euro II emission norms help drive Indian auto exports to Europe, similar compliance standards in the BPO sector are required.
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A few important regulatory compliances for BPO outfits are COBIT, BS 7799, ISO 17799 (Data privacy policy), Sarbanes Oxley Act, HIPAA, GLBA (Gramm Leach Bliley Act), UK Data Protection Act and FDCPA (Fair Debt Collection Practices Act).
Read the full article by Srikanth R P from Express Computer.
ZenSar's Sydney centre
Heeding customer requests to avoid offshoring, ZenSar Technologies plans to set up Call Centres at Sydney to service its Australian clients. ZenSar's Australian clients include shipping giant P&O, telecoms equipment vendor Cisco and Queensland and NSW government agencies.
Is outsourcing really bad for the US?
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The debate over American companies outsourcing jobs is often tainted by misconceptions and anecdotal evidence, which the media tends to accept at face value. It is time to dispel the most common myths about outsourcing:
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Myth No.1: Outsourcing takes jobs away from Americans
Truth: It is usually taken for granted that when a company creates say 1,000 jobs abroad, they will take away these 1,000 jobs from the US. No.
Myth No. 2: America gives jobs to others, never gets anything back
Truth: False. The US is a bigger importer of jobs, even tech jobs, than it outsources.
Myth No. 3: American companies ought to be patriotic, and hire American workers
Truth: American workers are too costly. The idea that American companies should handicap themselves by hiring more expensive domestic labour solely out of patriotism is itself un-American.
Read the myths in full detail from The Economic Times.
eFunds to bring call centre home - at a cost
Prompted by the anti-offshoring wave, eFunds plans to recall jobs at an Indian call center servicing the Utah Department of Workforce Services (DWS).
But the company warned moving back to the US would cost Utah US$63,000 more per year. Utah DWS director of finance John Nixon said another option was having the state handle the work, but implementing a 24/7 operation could cost up to US$1 million.
Keeping the good thing going
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----- Original Message -----
From: JANARDHAN H
Sent: Thursday, April 15, 2004 8:34 PM
Subject: TELETALK- Feedback
The first issue of TeleTalk is amazing, I liked the way it has been put forward, and I believe it's one of its kind, and it would also provide lot of exposure to the industry, and the trend how it's growing enormously.
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I have been working for Dell International services since two years and have been associated with this industry. I come from an engineering background and the tech call centers need to also focus on Techies with good communication skills. This provides the agent with more confidence in handling difficult situations or the industry might lose with this factor where the service may go for a toss.
Janardhan H
Evaluate Your Telephone Voice
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Your voice is your personality over the telephone. It can portray you as friendly or distant, confident or timid, spontaneous or mechanical, relaxed or nervous.
Make a tape recording of yourself while on the telephone and evaluate the following attributes:
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Pitch: Is your voice too shrill or strained? Do you speak in a monotone? When you are under emotional stress, the pitch will tend to become strained. Watch it! The pitch of your voice is an index of confidence and poise.
Volume: Is yor voice too soft or too loud? Be sure to speak loud enough to be heard, but not so loud that you sound forced.
Rate: Speak too slowly and you're likely lose the attention of the listener. If you speak too rapidly, the listener may not follow you.
Quality: The quality of your voice is its most distinctive and individual characteristic. This is where the essence of warmth, understanding and "likeability" come into play.
Articulation: Enunciate or pronounce your words very clearly. Faulty articulation and incorrect word pronunciation give your listener the impression that you are sloppy, careless and lack knowledge.
Prison inmates as Call Center employees
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Perry Johnson Inc., a Michigan consulting company, chose to open a Call Center inside the River Correctional Institution. The program has inculcated self-respect, skills and has reduced the chances of they relapsing into crime. |
Inmates must have three to five years remaining on their sentences to qualify for the call-center job.
One inmate says "I've been here three months, and nobody's ever suspected they're talking to a convict."
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"Once you start becoming good at something, you suddenly find that it becomes interesting. Then you spend more time on it. When you spend more time on it you get better at it. This starts off a virtuous cycle".
- Nirmalya Kumar, Director, Centre for Marketing & Co-director, Aditya V Birla India Centre at the London Business School.
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Recommend TeleTalk to your friends & Colleagues. Just write in their Email ids.
Note: Permission will be sought before they join the list.
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ACCENT TRAINER
Job Code: I102-200
Job Description: To train fresh employees in accents
Skill sets: 1+ years in
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GM OPERATIONS
Job Code:I102-201
Skill-Sets: 15+ Years in
1. Accountable for growth of business.
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TRANSITION MANAGER
Job Code: I102-101
Skill-Sets: 5+ Years in
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ESCALATION ENGINEER
Job Code: MB101--201
Skill-Sets: 4 -10 Years in
- Extensive experience in any of the Mailing server like - Microsoft Exchange2000 or MS Outlook.
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TECH SUPPORT SPECIALISTS /TEAM LEADS
Job Code: H101--100
Skill-Sets: 0.5 to 4 years in
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For details on other hot jobs, click here.
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