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Victoria Lax
IT analyst, trainer and Customer services rep
20 points
3 years experience in call centre.
Maintained 80%+ first time fix rate as standard. E-mailed customers resolutions to issues and called them if they could not do it themselves.
Trained and mentored new staff in both the UK and India ...
Maintained 80%+ first time fix rate as standard. E-mailed customers resolutions to issues and called them if they could not do it themselves.
Trained and mentored new staff in both the UK and India ...
3 years experience in call centre.
Maintained 80%+ first time fix rate as standard. E-mailed customers resolutions to issues and called them if they could not do it themselves.
Trained and mentored new staff in both the UK and India.
Travelled England and India to ensure full understanding of topics.
Data collected from offshore locations.
Reported on positives and negatives of offshore locations to Directors of business.
Advised company on ways to improve service and customer relations.
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Maintained 80%+ first time fix rate as standard. E-mailed customers resolutions to issues and called them if they could not do it themselves.
Trained and mentored new staff in both the UK and India.
Travelled England and India to ensure full understanding of topics.
Data collected from offshore locations.
Reported on positives and negatives of offshore locations to Directors of business.
Advised company on ways to improve service and customer relations.
Victoria Lax
and
7 other people
answered this question
March 10, 2010
What are the benefits to setting up your own call centres vs offshore?
Some customers prefer a local service. Offshore centres unfortunately have a bad reputation. Some customers hang up as soon as they hear a foreign accent. The only bad point would be the cost. I have worked in both offshore and onshore - (UK) centres. There ... more
answered this question
March 10, 2010