"ALLTEL Signs 13 Call Center Contracts in Eight Months", ALLTEL Press
Release (August 31, 1998)
http://www.alltel.com/news/news_releases/98/aug/n411aug3198.shtml
"ALLTEL Expands Relationship With BancorpSouth to Include Call Center
Products And Services", ALLTEL Press Release (April 11, 2000)
http://www.corporate-ir.net/ireye/ir_site.zhtml?ticker=at&script=410&layout=-6&item_id=85599
"ALLTEL to Provide Independence Community Bank With Call Center and
Internet Banking Products and Services
", ALLTEL Press Release (February 22, 2000)
http://www.corporate-ir.net/ireye/ir_site.zhtml?ticker=at&script=410&layout=-6&item_id=76052
"IBM Canada and the National Bank of Canada Sign New $700 Million
(U.S.) Outsourcing Agreement", National Bank of Canada Press Release
(December 12, 2001)
http://www-916.ibm.com/press/prnews.nsf/jan/EAF02A5910B3748985256B200055FB34
"International Bank Of Asia Signs Outsourcing, E-Business Contract
With Computer Sciences Corporation", Computer Sciences Corporation
News Release, (July 27, 2000)
http://216.239.53.100/search?q=cache:W6qyXrS9ufYC:www.csc.com/newsandevents/news/43.shtml+banking+%22call+center%22+outsourcing+contract&hl=en&ie=UTF-8
"First Bethany Bank & Trust Signs New Information Technology
Outsourcing Agreement with Aurum Technology", Aurum Technology News:
Case Studies
http://www.aurumtechnology.com/News/CaseStudies/FirstBethany.asp
"Fulton Financial Corporation Renews Contract with Fiserv Custom
Outsourcing and Adds CRM Focus Through Fiserv Contact Management
Solution", FiServ Press Release
http://pittsburgh.fiserv.com/internet/fiserv/pghctr/fpc/FPCwebsite.nsf/30bda64f32a15c2e85256a23005278b8/7d9f616159a0a21385256a25004abe4e?OpenDocument
"Exult Signs HR Contract with Prudential Financial", Exult, Inc. Press
Release (January 17, 2002)
http://www.exult.net/Press_Events/exult_pressrelease_011702.htm
Search Strategy
bank "call center" outsourcing
://www.google.com/search?hl=en&lr=&ie=UTF-8&oe=UTF-8&q=bank+%22call+center%22+outsourcing&btnG=Google+Search
banking "call center" outsourcing contract
://www.google.com/search?hl=en&lr=&ie=UTF-8&oe=UTF-8&q=banking+%22call+center%22+outsourcing+contract&btnG=Google+Search
banking "call center" outsourcing "press release"
://www.google.com/search?hl=en&lr=&ie=UTF-8&oe=UTF-8&q=banking+%22call+center%22+outsourcing+contract+%22press+release%22&btnG=Google+Search
I hope this response has provided you with the information you were
seeking. Before rating my answer on this question, if you require
additional examples, information or assistance, please post a request
for Answer Clarification, and I will do my best to meet your needs.
Thanks for giving me the opportunity to assist you! |
Clarification of Answer by
aceresearcher-ga
on
29 Oct 2002 09:59 PST
damon0428,
You asked for "articles or websites about banks/financial institutions
outsourcing customer service for their retail services". I believe
that that is what I provided you. If my answer did not meet your
needs, you had only to post a request for clarification before rating
my answer, and I would have been delighted to get you the information
you needed.
If you wish, I will request that the Editors pull my answer, so that
someone else might try to provide you with what you need. Or, you may
post a more specific Clarification here as to what you have in mind
when say you want articles that are "all encompassing, about banks at
large and the future of them outsourcing their customer service", and
I will do what I can to provide you with that information.
Just post a Clarification here as to which route you wish to pursue.
Regards,
aceresearcher
|
Request for Answer Clarification by
damon0428-ga
on
30 Oct 2002 19:34 PST
Thanks for the clarification on what I needed to do. The orginal
information was too specific - I was looking for articles, all
encompassing, about
banks/financial institutions at large and the future of them
outsourcing their customer service (not technology or recruiting -
specifcally their customer service).
Sorry about the miscommunication.
Thanks,
Damon
|
Clarification of Answer by
aceresearcher-ga
on
31 Oct 2002 04:13 PST
damon0428,
Thanks for your comment. Researchers try really hard and take great
pride in providing customers with what they need. It's very
discouraging when a customer ends up unhappy.
I was not clear whether you wished me to try re-posting more general
information. Is that the case, or do you now have what you need?
aceresearcher
|
Request for Answer Clarification by
damon0428-ga
on
31 Oct 2002 07:52 PST
If you could still pursue the updated question I would really
appreciate it. Thanks again for your help and support.
|
Clarification of Answer by
aceresearcher-ga
on
02 Nov 2002 16:26 PST
damon0428,
Please see if these items aren't more like what you are seeking:
"Outsourcing the customer contact", by Niels Kjellerup , Senior
Partner, Resource International (May 13th 1998)
"Most Call Centres in Europe, USA or Australia are established as cost
centers to avoid the initial distribution channel conflicts inherent
in integrating the new Customer Contact process with the existing
sales and marketing channels. Alas, little or no attempts are made to
actually look at the value of the Outcomes of call contacts. The
measurements used to determine the success of the call centre are
operational and often limited to number of calls, length of calls, an
arbitrary service level of calls answered within certain time frames,
size of payroll and phone bills."
http://www.callcentres.com.au/outsourc.htm#Outsource
"The Outsourcing Advantage: Optimizing Sales and Marketing
Performance", written for Zacson Corporation by their outsourced
partner Cooper Leaf Communications, A Marketing Services Company
"This document presents a compelling case for looking at outsourcing
your customer contact process. You might want to compare it with the
views expressed in my article Outsourcing the Customer Contact. I have
personally had the opportunity to study the cases presented on site
and can vouch for their authenticity. Note that in each case the
outsource activity was established inside the Clients organisation. --
Niels Kjellerup, editor"
http://www.callcentres.com.au/outsourcadv.htm
"Frequently Asked Questions”, Call Center News Service
"Q: As a company interested in outsourcing the "call center" function
to take inbound calls mainly about billing and customer care, what
type of pricing structure should I expect from a vendor and what types
of services should I expect? –Michelle"
http://www.callcenternews.com/resources/faqs/faq_19.shtml
"It’s Year 2002: Do You Know Where Your Call Centers Are?", by James
Beatty, Customer Interaction Solutions' newsletter (September 2002)
"Industry estimates are ambitious in trying to define the number of
call centers in the U.S. and various international locations. As an
example, Datamonitor estimated there were 74,500 centers in the U.S.
alone in calendar year 2000 and predicts 79,000 by year-end 2005!
Datamonitor also estimates that Canada has 8,000 call centers.
According to Frost and Sullivan, there were 12,750 contact centers in
Europe in 1999 with expectations of 28,000 by year-end 2006."
http://www.tmcnet.com/cis/0902/0902re.htm
"OUTSOURCING THE ENTERPRISE”, by Pamela Kufahl, Senior Editor, Utility
Business (January 1, 2002)
"Outsourcing call centers can provide a 40 percent to 50 percent
savings, says John Cargal, CEO of Encompass, which provides call
centers for the wireless, electric and gas industries. 'The more you
use us, the more discount you get,' Cargal says. However, he says that
about half of Encompass's business is from small companies that have
found it cheaper to outsource the whole call center than to do it
themselves."
http://216.239.33.100/search?q=cache:ic6MBNQ26RsC:www.serviceresources.com/Outsourcing_the_Enterprise_-_Utility_Business_Magazine.PDF+provide+outsourcing+for+customer+call+centers+2002&hl=en&ie=UTF-8
"Outsourcing Customer Service", by Dan Blacharski, Entrepreneur.com
(February 11, 2002)
"Q: I am writing a business plan for an e-commerce site. I will start
out working with companies that drop-ship. I need to keep my day job
while the business grows, but I still want to provide excellent
customer service. Could you give me a source to research the
outsourcing of customer calls?"
http://www.entrepreneur.com/Your_Business/YB_SegArticle/0,4621,297109-----,00.html
"New Service Challenges Arise When U.S. Firms Move Call Centers
Overseas", by Crayton Harrison (September 16, 2002)
"Even as U.S. companies send more of their customer service phone
banks overseas, they risk a customer backlash if their employees
aren't trained correctly or have accents that aren't clear to the
American ear, experts say. At the same time, the global economy keeps
pushing companies to look around the world for sources of labor, so
Americans probably will have to grow accustomed to different accents
and behaviors, the experts say."
http://216.239.33.100/search?q=cache:fOX_BayDYGwC:www.crmdaily.com/perl/story/19407.html+provide+outsourcing+for+customer+call+centers+2002&hl=en&ie=UTF-8
This is Business.com’s directory of Call-Center Outsourcing Companies,
whose websites include many pages of helpful information:
http://www.business.com/directory/telecommunications/call_centers/outsourcing_services
Search Strategy
provide outsourcing for customer call centers
://www.google.com/search?q=provide+outsourcing+for+customer+call+centers&hl=en&lr=&ie=UTF-8&oe=UTF-8&start=10&sa=N
I hope that this new information provides you with exactly what you
needed!
Regards,
aceresearcher
|
Request for Answer Clarification by
damon0428-ga
on
07 Nov 2002 11:04 PST
Thanks so much for your help. Is there a way for me to change my rating?
Damon
|
Clarification of Answer by
aceresearcher-ga
on
07 Nov 2002 12:56 PST
damon0428,
"Making Changes To Ratings" is not a functionality that exists at this
point. Unfortunately, many customers like you have expressed confusion
at the processes of Clarification and Ratings. The best thing you can
do is email the powers-that-be at Answers-Editors@Google.com and tell
them how you feel, and offer suggestions as to how you feel the
instructions and/or the process might be improved.
The second-best thing you can do you have already done -- express
appreciation to me and say that you feel that I have answered your
question well. This makes me feel MUCH better about having given you
the service you desire and deserve, and it provides the Editors with
additional information to consider when they evaluate the quality of
my work as a Researcher.
Best wishes --
aceresearcher
|
,
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