Just in case you thought onshoring might actually matter
Posted on October 29, 2009 at 8:02 am
Sitel VP Andrew Kokes says the anecdotal evidence of companies having success relocating call centers and other support operations to rural U.S. areas won’t materialize into anything material.
“I would say that there is zero reversal and it’s growing (offshore) faster than ever,” he said.
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Sitel snags media client
Posted on September 15, 2009 at 11:53 amCall center manager Sitel says a large publishing company has hired it to handle customer service work. The Nashville-based company will use about 200 people in the Phillipines on the contract.
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Permanent General invests in customer service
Posted on September 3, 2009 at 8:08 amThe Nashville-based auto insurer has signed a contract with Atlanta-based Jacada to streamline its customer service technology.
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Sitel growing in New Mexico
Posted on June 22, 2009 at 1:45 pmThe Nashville-based call center manager is bulking up its work-from-home program in the Albuquerque area, where it expects to add about 200 jobs.
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Cybera adds customer service VP
Posted on June 17, 2009 at 10:21 amRon Johnson is joining the Nashville retail IT company from XM Satellite Radio, where he was in charge of seven outsourced call centers.
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Sitel adds to satellite client contract
Posted on June 9, 2009 at 10:10 pmThe Nashville-based call center manager has expanded its work with a broadband satellite services company it won’t identify, but which – based on this news from a year ago – appears to be Colorado-based WildBlue Communications. The enlarged deal means Sitel will ramp up big time at a second site for WildBlue this summer in the Southwest.
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Call center manager renews bank deal
Posted on May 20, 2009 at 12:11 pmNashville-based Sitel won’t name names, but says it has extended its multimillion contract with one of the country’s largest banks.
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Undercover at Walmart
Posted on February 11, 2009 at 9:00 amA writer gets a job at the nation’s discount retailer in an attempt to understand how it works:
We were given only a handful of outright prohibitions. No swearing in the store, for instance - not even the word “damn,” because some people might be offended. No funny-colored hair or blatant skin piercings, because some people might be offended. In fact almost all the rules devolved to the sacred principle of never, ever offending a customer - or “guest,” in Wal-Mart terminology.
The reason was clearly articulated. On average, anyone walking into Wal-Mart is likely to spend more than $200,000 at the store during the rest of his life. Therefore, any clueless employee who alienates that customer will cost the store around a quarter-million dollars. “If we don’t remember that our customers are in charge,” our trainer warned us, “we turn into Kmart.” She made that sound like devolving into some lesser being - a toad, maybe, or an ameba.
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Reaching customers comes full circle
Posted on December 5, 2008 at 3:49 pmFrom the Startup Guy:
These same technological wonders have enabled massive fracturing of your audience. No longer can you run your TV ad during the CBS News and reach 10s of millions of viewers. TV networks are ecstatic to pull in 6-8 million viewers now. More than a third of US households with a TV have digital cable, meaning they have hundreds of channels to choose from. You’ve got to be selective about where your ad dollars go to gain the most effect.
Fax blasts? They just end up in the trash. E-mail newsletters? Gone are the days when you could just add filler materials around your ads. You have to invest in time (and people) to really put together good information or readers will simply delete or unsubscribe you. That takes more team members.
Automated phone systems have become so convoluted and frustrating that many companies are abandoning them and going back to good old human receptionists to answer the phones. The Internet may draw in lots of visitors to your website, but these days, they expect personal treatment when you respond to them. And online social media services like Twitter are all the rage in reaching out to customers, but they also require a highly personalized interaction.
So, it seems we’ve gone from one-to-one interactions through one-to-many (broadcast) and now we’re heading back to more one-to-one interactions.
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