Outsourcing: Rick Ferry, COO of C3 (Part 2)

SM: What kind of outsourcing work do you do? RF: It’s primarily complex customer service interactions and primarily voice. SM: So, it’s a voice contact center? RF: Correct.

Outsourcing: PV Kannan, CEO Of 24/7 (Part 7)

Sramana Mitra: Now, switching to the topic of entrepreneurship, you know this industry quite well. You have not just been 11 years with 24/7. You have also been in contact center technology for a much longer time. PV Kannan: Yes. SM: Would you point out some entrepreneurial opportunities for our audience? Around the world, entrepreneurship

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Outsourcing: PV Kannan, CEO Of 24/7 (Part 6)

Sramana Mitra: This has been very insightful thus far. What other trends are you seeing in the outsourcing call centers? PV Kannan: Just to put it straight, we are not really in the pure outsourcing business. We don’t compete with the classic outsourcing companies on work. If someone says, I need 500 people in location

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Outsourcing: PV Kannan, CEO Of 24/7 (Part 5)

Sramana Mitra: So, the work that you do in the Philippines is more cultural support than technical support. PV Kannan: That is exactly right, and it has to be individualized, because you don’t care about how the world solves it. It is about my problem and how are you, as my partner, are going to

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Outsourcing: PV Kannan, CEO Of 24/7 (Part 3)

Sramana Mitra: My hypothesis is that there is going to be level zero customer support that will come in and be inserted before any contact center representative touches a customer. PV Kannan: Yes, I think that has been happening for a long while. It has become more easy to do it, but – I’m probably

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1Mby1M Deal Radar 2011: Knowlagent, Alpharetta, Georgia

Anyone who’s ever worked in a call center knows that there’s a certain ebb and flow of incoming calls. Often, during the ebb, call center agents have little or no other work to do. Alpharetta, Georgia–based Knowlagent seeks to minimize the amount of down time call center agents have.

1Mby1M Deal Radar: Global Sky, Las Vegas, Nevada

Global Sky is a Philippines-based call center that handles inbound, outbound, and back-office support functions. It aims to be a “branch office” for entrepreneurs, a place where they can outsource all non-core functions.

Deal Radar 2010: HyperQuality ,Seattle, Washington

When you make a customer service call and hear, “This call may be recorded for quality assurance,” that may be HyperQuality. The company listens to customer service calls and digs for patterns, trends, red flags, and important business intelligence that can affect company performance. It also specializes in working with clients who have outsourced to determine

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