Call center articles by Peter Lyle DeHaan, PhD
By Peter Lyle DeHaan, PhD The TV special, Bombay Calling, provides a compelling exposé of an India-based outsourcing call center and the people who work there. In documentary style, it shows both the good and the bad in offshore call centers. Just as proponents of offshoring would find plenty to celebrate, opponents would likewise be […]
By Peter Lyle DeHaan, PhD Having been bitten by the ecology bug as a teenager, I have always had a favorable disposition towards the environment and environmentally friendly practices. I have, however, stopped short of adopting a fanatical environmental stance. Rather, I have opted for a more pragmatic approach. While I am careful to avoid […]
Peter Lyle DeHaan, PhD At the ATA (American Teleservices Association) meeting, one of the exciting topics was self-regulation for call centers. If the terms “teleservices” and “call center” are meaningless to you, consider the more common, but less preferred label of “telemarketing.” Yeah, telemarketers — those folks who call you during dinner time. Although teleservices […]
By Peter Lyle DeHaan, PhD How often have you called someplace and wondered if you reached the right number? All too often, calls are answered hurriedly, haphazardly, or incompletely. Or perhaps the agent seems out of breath by the time they complete a lengthy, tongue-twisting answer. It is vital that all calls be consistently answered […]
Past, Present, and Future By Peter Lyle DeHaan, PhD The most buffeted segment of call center work has been the outbound arena, specifically, consumer calling. With the combined effects of a public outcry against intrusion, political expediency, and the enactment of state and ultimately a national do not call (DNC) law, outbound calling to consumers […]
By Peter Lyle DeHaan, PhD When someone says, “Let’s watch a movie,” what’s the first thing that comes to mind? Do you immediately think of a group outing to go watch the latest flick? Perhaps your preferred viewing venue is the more cozy environment of your living room couch. Could it be that watching a […]
By Peter Lyle DeHaan, PhD Are you fed up with receiving “robo” (pre-recorded) calls? Last year, in an effort to curb their use and appease public outrage, our elected officials required that an opt-out option be present on all pre-recorded calls. Unfortunately, it was deemed both cumbersome and ineffective in curtailing the unwanted intrusions. One […]
By Peter Lyle DeHaan, PhD Over the years, I have heard ample discussion on a multitude of creative ways to bill clients for call center services. The prevailing goal of each consideration is to maximize billable services and fees. While this is an admirable business objective – since the goal of commerce is to make […]
By Peter Lyle DeHaan, PhD A few months ago, I was doing research on software designed specifically for periodical publishers. The general promise was that this class of software would streamline and integrate operations, as well as provide the ability to offer new services. With all its promises and pretension, I suspected that it would […]
By Peter Lyle DeHaan, PhD How do you regard email? Is it something that you can’t live without, a necessary evil, or somewhere in between? At Connections Magazine, email is a critical tool that we use to communicate with readers, advertisers, and each other. Without it, our ability to put out this magazine would come […]