Talk:Call centre/Archives/2012

Linkspam
standards. Calltech 15:21, 7 October 2006 (UTC)
 * WAY too much linkspam. Will attempt to cleanup. --JPotter 19:20, 1 December 2005 (UTC)
 * Nuked the eWeek linkspam --Unregistered but philanthropic user.
 * Removed movie "call center" links - perhaps should be listed under a movie topic and not this article. [Undue Weight]
 * Removed "Fraud" section - "Allegation" comment with no citation. If credit card fraud is a widespread problem within call centers and this can be cited using a credible reference, please add.  Allegations of an incident in India does not does not meet POV and [Undue Weight]
 * Removed new links added by FayssalF. Links to a commercial tradeshow website and 2 other sites that require registration violate Wikipedia link standards. Calltech 18:40, 7 November 2006 (UTC)

Training Problems
As an employee of a call center (and someone who has more knowledge in the support areas than most of the trainers here) I know that there is a consistent problem with core training for technical call center positions. Training in many call centers is not sufficient for anything other than reading off a script. OS training is restricted to "need to know" items. Basic use, basic troubleshooting are the extent of official training.

This leads to problems when calls that require working "outside of the script" come up. Agents won't have the capacity to investigate solutions or attempt "non-standard" fixes for problems.

There may be other fundamental issues with training for non-technical call centers that I'm unaware of.

Torinir  ( Ding my phone  My support calls   E-Support Options  ) 02:03, 2 September 2006 (UTC)

Citations needed in Dynamics section of the article.
I don't argue with many of the points, however, we need citations for them. I know most of what's listed there is fact from personal experience, but we need reliable sources to confirm that. Torinir  ( Ding my phone  My support calls   E-Support Options  ) 14:53, 8 September 2006 (UTC)

Also needs a citation for unionization. I know that some call centers actively "discourage" efforts to unionize. Some early call centers even went as far as closing their doors when unions attempted to gain footholds in their business. (Unsourced, but should be verifiable) Torinir  ( Ding my phone  My support calls   E-Support Options  ) 21:32, 11 September 2006 (UTC)

locations of callcenters
The article states some of the most common locations indeed, although I would add Spain and Gibraltar, also countries with many callcenters. Germany has several callcenters as well in most cities.

Also, does anyone know if there is a site with an overview of international callcenters? I have a lot of callcenter experience and am quatrolingual, and currently looking for a new challenge abroad. So I was wondering if there wouldn't be any overview to find callcenters per country, as this makes it easy to apply for me given my background in the business. Mainly looking in Scandinavia and Turkey.

Abbey Bank call centre closure in India
I tried to find a conclusive citation on the Abbey Bank call centre closure in India and found conflicting articles. Several made claims to the pending closure in October 2005, yet were refuted in a later article. BBC citation article has been removed and replaced. Now it is 404 (Not Found) as well. I removed this statement until a definitive source can be cited. pgillman 12:52, 15 February 2007 (UTC)

Call Centre needs effective English communication Hi dis is sam N i work for My travel agent Ltd,india i THINK ,cALL CENTRES ARE THE BEST PLACES TO DEVELOP PERSONALY,MENTALY,IN COMUNITY n SOCIALY —Preceding unsigned comment added by Samfreeks (talk • contribs) 10:18, 28 July 2008 (UTC)

call centers are into a competition, from what ive learned that employees from sykes enterprises are psychopatic....Joey of Convergys Recruitment. —Preceding unsigned comment added by 124.105.233.34 (talk) 07:43, 18 October 2008 (UTC)

Central reservation
It seems odd to me that Central reservation (disambiguation) includes a link to this article. The disambiguation page describes a call centre as "a centralized office used for taking customer reservations over telephone", which I'm sure it can be. However does that mean that a call centre is ever referred to as a central reservation? Possibly it is in parts of the English speaking world other than mine, or possibly the disambiguation page as it stands now is just odd. Any suggestions? Hobson 23:33, 18 May 2007 (UTC)
 * I have removed "Call Centre" from Central reservation (disambiguation)Hobson (talk) 00:48, 11 September 2008 (UTC)

Anonymous edits to the article
http://wikiscanner.virgil.gr/f.php?pagetitle=call+centre --Achim (talk) 01:24, 29 May 2008 (UTC)

List of call centre companies with Wiki articles

 * I added the list because I believe that it adds to further knowledge on the subject matter, when you can look up specific examples, which are peer reviewed on Wikipedia. I will cite a precedent:
 * Underwriters Laboratories is a wiki-internal hyperlink in Certification mark, an article that even includes logos of certification companies. That has been there a long time, with the full knowledge of admins who have pored over articles concerning passive fire protection because of (now resolved) content disputes. --Achim (talk) 22:25, 4 July 2008 (UTC)
 * The content itself must provide relavent info, simple list within this article is simply advertising. If you wish, creata seperate List of call centre companies article.-- The Red Pen of Doom  22:37, 4 July 2008 (UTC) --Achim (talk) 12:20, 5 July 2008 (UTC)
 * Why is it nobody can answer specifically why a list is OK in other places but not for Call centres? We have articles on wiki for a number of call centres. They are apparently here to stay. Why are people inventing reasons that identifying them is advertising when it is OK to do the very same thing elsewhere and that when this specific question is posed, no answer is given except beating around the bush? --Achim (talk) 15:45, 5 July 2008 (UTC)
 * The fact that other articles have irrelevant content and have not been cleaned up yet does not mean that we should/need to allow the same slack standards here. Please feel free to begin cleanup on other articles as you run across them. -- The Red Pen of Doom  15:51, 5 July 2008 (UTC)
 * So I guess what you are saying then is that the admins who reviewed those pages are smoking dope? Because if examples are irrelevant to explaining a topic, perhaps they should teach that in schools too, right? --Achim (talk) 18:47, 5 July 2008 (UTC)

Live chat operators
I've added a See also to Live chat operators as it seems to relate solely to Call centres - in fact it relates so much I wonder whether it should just be 'merged' and redirected to this. It's current content is a nightmare and is attracting link spam. Could someone watching this article that knows the subject take an interest in that page? -Hunting dog (talk) 07:27, 16 July 2008 (UTC)
 * I agree that it should be merged to this article. Too less content and the term itself sounds like a marketing neologism, it's not a wide spread terminology in my opinion. - 83.254.214.192 (talk) 09:27, 20 July 2008 (UTC)
 * I also support merging - a redirect can be left at Live chat operators pointing to this article. --- Barek (talk • contribs) - 17:26, 20 July 2008 (UTC)

Thanks for the input I have now converted that page to redirect to here. As pointed out on this diff it was really just advertising left overs we were trying to work out what to do with. If more needs saying about operators it can fit in this page. -Hunting dog (talk) 07:37, 21 July 2008 (UTC)

discussion
External links should be directly about the subject and the proliferation of national trade associations are not directly about "call centers", they are about "national call center trade associations." "Links to avoid - non-english sites" covers the remaining two. -- The Red Pen of Doom  09:26, 20 July 2008 (UTC)

Indian call centers
I found http://www.salon.com/tech/htww/2007/10/17/india_call_centers/ which talks about a decline in Indian call centers. WhisperToMe (talk) 18:23, 6 October 2008 (UTC)

exchanged primary pictures
I changed the primary picture, moving the more appropriate picture as the primary photo because it shows more of what a typical call centre environment look like. JoshuaCruzPhilippines 14:25, 4 August 2009 (UTC)

False Re-direct
An answering service is a specialized form of a call center, in fact, I'm not really sure it can called a call center at all. It often answers calls for individuals. I came to this web page looking for information about what an answering service can actually do. This article does not answer that at all. It discusses something very different.24.61.102.223 (talk) 01:48, 28 November 2009 (UTC)

Standardisation
There should be information included in this section regarding copc certifications. More information can be found at http://www.copc.com but basically copc is a standards organization like ISO that focuses on call centers processes and performance. The standard is pretty difficult to achieve and requires a lot of work on the part of the employees and managers to get initially and then maintain over time. —Preceding unsigned comment added by 24.235.188.196 (talk) 02:05, 4 December 2010 (UTC)

Patents
I deleted this section today because the focus was purely on the litigation of Ronald Katz which is no longer a major issue as the patents in question expired in 2009.

This subject was a major concern for well over ten years, so I understand why it was originally included, but feel that it distracts from the page now that it is not valid.

BTW, as Chief Architect for Contact Centres for one of the largest technology and call center outsourcing companies, Katz certainly took a lot of my time over those years!