Call Centre News round-up

Here is a quick round-up of the current call centre stories featured in the national, local press and Twitter.

• Sick of getting stuck in the automated phone maze? One man has written all the shortcuts.  Daily Mail

• Customer complaint driven to the extreme.  Huffington Post
• Union threatens strike as O2 plans to outsource call centre.  Computer Weekly
• Selkirk call centre jobs set to be moved to Newcastle.  Selkirk Weekend Advertiser
• Is Prada posher than Primark? Not in the service stakes.  The Independent

• Wrexham call centre staff fly to New Zealand to cover night shifts. BBC News
• Sky will tackle regional youth unemployment in Newcastle call centre move.  The Northern Echo
• Webhelp TSC to create 400 call centre jobs in Scotland.  BBC News
• Sunderland call centre staff help for terminally-ill.  Sunderland Echo
• New call centre to bring 500 jobs to Inverness.  Scotsman
• Crimestoppers celebrating 25 years of fighting crime.  Bristol Post Online
• Advice on hand for cold-call victims in North East Lincolnshire.  ThisisGrimsby
• How Twitter transformed the power of consumers.  The Telegraph
• Sheffield call centre has got talent.  The Star
• 450 call centre jobs announced for Cardiff.  BBC
• Jobs boost as firm opens call centre in high street.  Kent Online
• Ofcom to standardise 0845 and 0800 call charges.  The Guardian
• Fraud victims told to ring Bournemouth Symphony Orchestra’s call centre as police put crime to the back of the queue.  Daily Mail
• Strikes called off over call centre pay.  ITV
• Contact centre boss predicts 100 extra jobs. Herald Scotland
• Man awarded £1,000 after being called 100 times in two months by call centre.  ITV
• Call centre staff to perform at ‘Music City’ festival. Londonderry Sentinel
• Indian call centre adds edge to farming. Firstpost India
• Stevenage call centre building celebrates 50 years. Comet 24
• The Sample Size of One: How to Listen to Individual Customers. Adrian Swinscoe Blog
• Common Call Center Catastrophes Caused By Bad Management. Business2Community
• Has the NHS now been reduced to a mere call centre? The Express
• Call centre staff raise £9,000 for cancer charity Tenovus. Wales Online
• Sunderland contact centre 2Touch mulling over expansion plans. nebusiness
• Workers walk out at Bognor call centre.  Bognor Regis Observer
• Cold-callers don’t warm me up with plastic chumminess.  The Independent 
• Call centre success helps Sunderland jobseekers.  Sunderland Echo
• Rothesay contact centre raises cash for CHAS.  The Buteman
• What makes stand-out customer service? PCR Online
• Is Your Customer Experience ‘Wow’ful or Woeful? PressPort
• BT hiring 800 new workers for launch of its Sport TV channel.  Mirror
• Revenue call centre cuts plan criticised.  Herald Scotland
• Liverpool council and its call centre take on 50 apprentices.  Liverpool Echo
• Lloyds scraps quarterly sales bonuses for bank staff.  The Guardian
• ING Direct CEO gives employees “The Right to Bitch”.  Jacob Morgan blog
• Finding that right balance is the key to keeping employees happy and loyal.  ThisisSouthWales
• E.OFF: Rude E.ON call centre workers sacked for cutting off customers.  The Mirror
• Rothesay contact centre staff get digging for Bute charity.  The Buteman
• npower’s Hull call centre shows its support for Red Nose Day. Sourcewire
• British Gas ‘could be cold calling 4million homes a year’: Energy giant is one of biggest users of unsolicited calls. Daily Mail
• Fraud victims swindled out of thousands of pounds told to forget police and contact a call centre.  This is Money
• 300 jobs offered at new Accrington call centre.  This is Lancashire
• Consumers dissatisfied with service from contact centres.  Real Times
• Unicom does the Harlem Shake for Comic Relief. The Manchester Gazette
• Call centre firm LBM bought by US group. The business desk
• College course success for call centre jobs. Warrington Guardian
• Three golden rules for councils’ customer service.  The Guardian
• HSBC has become the latest major bank to ditch sales bonuses in favour of customer service. Which4U
• Falkirk call centre firm HEROtsc sold to Webhelp Group.  BBC News
• Cameron hails Indian call centre investments. The Business Desk
• Call centre workers raise thousands for charity. Londonderry Sentinel
• SSE to pay £20 to customers unhappy with customer service.  Aol
• EE could create scores of jobs in Darlington in redevelopment.  The Northern Echo
• Derby held out for a HERO … now they’ve been on the other end of the line for a year.  Thisisderbyshire
• 50 jobs lined up at call centre.  The Shields Gazette
• Police call centre right
 on target. Scotsman.com
• Serco ‘shortage of calls staff’ says CQC report.  BBC News Cornwall
• Customer relationships on the rocks. Smallbusiness
• Etihad Airways has hailed the success of its Manchester call centre.  Manchester Evening news
• Success for Collegiate contact centre staff. This is Cheshire

15 May 2013 - Filed under Call Centre News

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