Vodaphone opens backup centres

Vodafone is establishing 'backup' call centres in India and Egypt to help Qatar's second mobile service provider during 'overload', according to Gulf Times.

Vodafone Qatar's main call centre would remain at its Qatar Science & Technology Park facility and is adequately staffed to serve customers, CEO Grahame Maher says.

He says Vodafone customers seeking call centre help would be automatically served by the company's QSTP facility.

Monitoring calls in a call centre isn't all about spotting problems and dealing with them, it's also about identifying and amplifying positive messages, states Call Centre Helper.

Even in today's technologically sophisticated contact centres, a simple 'thank you' can work wonders.

In this article a panels of experts share their tips with us to improve call quality monitoring.

A new survey has suggested a lack of contact information on companies' Web sites is one of the biggest annoyances for consumers, reports Direct Response.

This was voted for by 52% of respondents in research by nGenera CIM, however, call centre queues was the top answer, angering 66% of participants.

Meanwhile, 94% say they would look for a competitor if they received poor customer service from a firm.