CALL CENTERS

- A call center is a physical place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation. Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward them to someone qualified to handle them, and to log calls. Call centers are used by mail-order catalog organizations, telemarketing companies, computer product help desks, and any large organization that uses the telephone to sell or service products and services. Two related terms are VIRTUAL CALL CENTER and CONTACT CENTER.


VIRTUAL CALL CENTER,
- A virtual call center is a call center in which the organization's representatives are geographically dispersed, rather than being situated at work stations in a building operated by the organization. Virtual call center employees may be situated in groups in a number of smaller centers, but most often they work from their own homes. This is an attractive arrangement for many employees: the hours are often flexible, and there's no dress code or commute. For the organization, the virtual call center model saves housing and equipment costs and can lead to lower employee turnover rates, which tend to be high for physical call centers.

Switching to a virtual call center model can be very beneficial. One example: My Twinn (a high-end doll manufacturer) went to a virtual model in 2000. That year, 30% more inquiry calls were converted to orders, employee turnover decreased 88%, and 90% fewer calls had to be escalated (transferred to a higher-level employee), compared to 1999. For companies whose business is highly seasonal, the virtual model also means that they don't have to maintain large facilities year-round. My Twinn, for example, requires over 400 customer support employees in their busy Christmas season, but only about 25 the rest of the year.

To appear professional and increase customer confidence, even bricks and mortar call centers attempt to present customers with a virtual representation of an organization's offices. The customer, dialing a customer service or technical support number, is given the impression that their call reaches a physical department within the organization, when in fact, it is likely to reach a company that outsources support for several different organizations. In the case of the virtual call center the customer's impression is even more illusory, as the number is quite likely to reach the kitchen of a stay-at-home parent, or the dorm room of a university student.

CONTACT CENTER,

- A contact center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. The contact center typically includes one or more online call centers but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally part of an enterprise's overall customer relationship management (CRM).

A contact center would typically be provided with special software that would allow contact information to be routed to appropriate people, contacts to be tracked, and data to be gathered. A contact center is considered to be an important element in multichannel marketing.

Kirgizia Call Center

In October 1991, Akayev ran unopposed and was elected president of the new independent Republic by direct ballot, receiving 95% of the votes cast. Together with the representatives of seven other Republics that same month, he signed the Treaty of the New Economic Community. Finally, on December 21, 1991, Kyrgyzstan joined with the other four Central Asian Republics to formally enter the new Commonwealth of Independent States. In 1992, Kyrgyzstan joined the UN and the OSCE.

The "Tulip Revolution," after the parliamentary elections in March 2005, forced President Akayev's resignation on April 4, 2005. Opposition leaders formed a coalition, and a new government was formed under President Kurmanbek Bakiyev and Prime Minister Feliks Kulov. The nation's capital was also looted during the protests.

Political stability appears to be elusive, however, as various groups and factions allegedly linked to organized crime are jockeying for power. Three of the 75 members of Parliament elected in March 2005 were assassinated, and another member was assassinated on 10 May 2006 shortly after winning his murdered brother's seat in a by-election. All four are reputed to have been directly involved in major illegal business ventures.

Current concerns in Kyrgyzstan include privatization of state-owned enterprises, expansion of Western influence, inter-ethnic relations and terrorism.

Chad Call Center

Chad (French: Tchad, Arabic: تشاد‎ Tshād), officially known as the Republic of Chad, is a landlocked country in central Africa. It is bordered by Libya to the north, Sudan to the east, the Central African Republic to the south, Cameroon and Nigeria to the southwest, and Niger to the west. Due to its distance from the sea and its largely desert climate, the country is sometimes referred to as the "Dead Heart of Africa". Chad is divided into three major geographical regions: a desert zone in the north, an arid Sahelian belt in the centre and a more fertile Sudanese savanna zone in the south. Lake Chad, after which the country is named, is the largest wetland in Chad and the second largest in Africa. Chad's highest peak is the Emi Koussi in the Sahara, and N'Djamena,(formerly Fort-Lamy), the capital, is the largest city. Chad is home to over 200 different ethnic and linguistic groups. Arabic and French are the official languages. Islam and Christianity are the most widely practiced religions.

Beginning in the 7th millennium BC, human populations moved into the Chadian basin in great numbers. By the end of the 1st millennium BC, a series of states and empires rose and fell in Chad's Sahelian strip, each focused on controlling the trans-Saharan trade routes that passed through the region. France conquered the territory by 1920 and incorporated it as part of French Equatorial Africa. In 1960 Chad obtained independence under the leadership of François Tombalbaye. Resentment towards his policies in the Muslim north culminated in the eruption of a long-lasting civil war in 1965. In 1979 the rebels conquered the capital and put an end to the south's hegemony. However, the rebel commanders fought amongst themselves until Hissène Habré defeated his rivals. He was overthrown in 1990 by his general Idriss Déby. Recently, the Darfur crisis in Sudan has spilt over the border and destabilised the nation, with hundreds of thousands of Sudanese refugees living in and around camps in eastern Chad.

While many political parties are active, power lies firmly in the hands of President Déby and his political party, the Patriotic Salvation Movement. Chad remains plagued by political violence and recurrent attempted coups d'état (see Battle of N'Djamena (2006) and Battle of N'Djamena (2008)).

The country is one of the poorest and most corrupt countries in the world; most Chadians live in poverty as subsistence herders and farmers. Since 2003 crude oil has become the country's primary source of export earnings, superseding the traditional cotton industry.

Spain CallCenter

Spain /ˈspeɪn/ (help·info) (Spanish: España^?·i, Spanish pronunciation: [esˈpaɲa]) or the Kingdom of Spain (Spanish: Reino de España), is a country located in southwestern Europe on the Iberian Peninsula.^{[note 6]} Its mainland is bordered to the south and east by the Mediterranean Sea except for a small land boundary with Gibraltar; to the north by France, Andorra, and the Bay of Biscay; and to the west by the Atlantic Ocean and Portugal. Spanish territory also includes the Balearic Islands in the Mediterranean, the Canary Islands in the Atlantic Ocean off the African coast, and two autonomous cities in North Africa, Ceuta and Melilla, that border Morocco. With an area of 504,030 km², Spain is the second largest country in Western Europe after France.

Because of its location, the territory of Spain was subject to many external influences, often simultaneously, since prehistoric times and through the dawn of Spain as a country. On the other side, the country itself has been an important source of influence to other regions, chiefly during the Modern Era, when it became a global empire that has left a legacy of over 400 million Spanish speakers today.

Spain is a democracy organised in the form of a parliamentary government under a constitutional monarchy. It is a developed country with the eighth largest economy in the world based on nominal GDP.^{[note 7]} It is a member of the European Union and NATO.

The name Spain was derived from the ancient Roman name for Iberia, Hispania.

Angola Call Center

Angola, officially the Republic of Angola (Portuguese: República de Angola, pronounced IPA: [ʁɛˈpublikɐ dɨ ɐ̃ˈɡɔlɐ] Kongo: Repubilika ya Ngola), is a country in south-central Africa bordered by Namibia on the south, Democratic Republic of the Congo on the north, and Zambia on the east; its west coast is on the Atlantic Ocean. The exclave province Cabinda has a border with the Republic of the Congo and the Democratic Republic of the Congo. Angola was a Portuguese overseas territory from the 16th century to 1975. The country is the second-largest petroleum and diamond producer in sub-Saharan Africa. According to the International Monetary Fund, more than $4 billion in oil receipts have disappeared from Angola's treasury in the 2000s. In August 2006, a peace treaty was signed with a faction of the FLEC, a separatist guerrilla group from the Cabinda exclave in the North, which is still active.^[2] About 65% of Angola's oil comes from that region.

Sweden Call Center

Sweden (pronounced /ˈswiːdən/ (help·info)), officially the Kingdom of Sweden (Swedish: Konungariket Sverige (help·info)), is a Nordic country on the Scandinavian Peninsula in Northern Europe. Sweden has land borders with Norway to the west and Finland to the northeast, and it is connected to Denmark by the Öresund Bridge in the south.

At 450,000 km² (174,000 sq mi), Sweden is the third largest country in the European Union in terms of area, and it has a total population of over 9.2 million. Sweden has a low population density of 20 people per km² (52 per square mile), but is much higher in the southern half of the country. About 85% of the population live in urban areas.^[7] Sweden's capital is Stockholm, which is also the largest city in the country (population of 1.3 million in the urban area and with 2 million in the metropolitan area). The second and third largest cities are Gothenburg and Malmö.

Sweden is a constitutional monarchy with a parliamentary system of government and a highly developed economy. It ranks first in the world in The Economist's Democracy Index and 7th in the United Nation's Human Development Index. Sweden has been a member of the European Union since 1 January 1995.

Sweden emerged as an independent and unified country during the Middle Ages. It received a modern centralized administration beginning with King Gustav Vasa in the 16th century. In the 17th century the country expanded its territories to form the Swedish empire. Most of the conquered territories outside the Scandinavian Peninsula were lost during the 18th and 19th centuries. The eastern half of Sweden, present-day Finland, was lost to Russia in 1809. The last war in which Sweden was directly involved was in 1814, when Sweden by military means forced Norway into a personal union with Sweden, a union which lasted until 1905.

Since 1814, Sweden has been at peace, adopting a non-aligned foreign policy in peacetime and neutrality in wartime.

Finland Call Center

Finland /ˈfɪnlənd/ (help·info), officially the Republic of Finland^[3] ( Finnish: Suomi; Swedish: Finland (help·info)), is a Nordic country situated in the Fennoscandian region of northern Europe. It borders Sweden on the west, Russia on the east, and Norway on the north, while Estonia lies to its south across the Gulf of Finland. The capital city is Helsinki.

Around 5.3 million people reside in Finland, with the majority concentrated in the southern part of the country.^[1] It is the eighth largest country in Europe in terms of area and the most sparsely populated country in the European Union. The native language for most of the population is Finnish, a member of the Finno-Ugric language family most closely related to Estonian, and is one of only four official EU languages not of Indo-European origin. The other official language of Finland, Swedish, is the mother tongue of 5.5 percent of the population.^[4] Finland is a democratic, parliamentary republic with a mostly Helsinki-based central government and local governments in 348 municipalities.^[5] A total of a million residents live in Greater Helsinki (including Helsinki, Espoo and Vantaa) and a third of the country's GDP is produced there. Other major cities include Tampere, Turku, Oulu, Jyväskylä and Lahti.

Finland was historically a part of Sweden and from 1809 an autonomous Grand Duchy within the Russian Empire. Finland's declaration of independence from Russia in 1917 was followed by a civil war, wars against the Soviet Union and Nazi Germany, and a period of official neutrality during the Cold War. Finland joined the United Nations in 1955 and the European Union in 1995 and participates in the Eurozone. Finland has been ranked the second most stable country in the world, in a survey based on social, economic, political, and military indicators.^[6]

Finland has good results in many international comparisons of national performance such as the share of high-technology manufacturing, public education, health care, the rate of gross domestic product growth, and the protection of civil liberties