Friday 16 August 2013

New US Law May Impact Offshore Call Centres- Coracall Call Centre, Durban- South Africa


New legislation in the United States may make it difficult for American companies to choose offshore call centre solutions to help streamline their businesses. Supported by the Communications Workers of America, a bi-partisan group of six US lawmakers introduced the U.S. Call Center and Worker Protection Act of 2013 (H.R. 2909), a bill that states any American corporation sending US call centre jobs overseas will be banned from any federal grants and loans for three years. Further, it mandates that offshore call centre employees disclose their location to US consumers and give an option of talking to a US-based call centre representative if requested. The legislation, which must still be voted upon and approved, proves not only a battle for US companies but for agencies such as Coracall, a global outsourcing communications service. A large portion of clients come from US-based businesses, and if this bill passes, it is unsure how much of an impact it will have not just on Coracall but for other offshore and outsourcing companies. For more on Coracall, visit www.coracall.com.

About Coracall

For further information please contact:

Investor Relations

Coracall

1st Floor, Coastlands Gatemax

329 Umhlanga Rocks Drive

Umhlanga Ridge

Kwa-Zulu Natal

South Africa

inquiry@coracall.com

www.coracall.com

 

"Safe Harbor" Statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward looking statements (within the meaning of Section 27a of the Securities Act of 1933 and Section 21e of the Securities Exchange Act of 1934) regarding our business, financial condition, results of operations and prospects. Forward-looking statements in this report reflect the good faith judgment of our management and the statements are based on facts and factors as we currently know them. Forward-looking statements are subject to risks and uncertainties and actual results and outcomes may differ materially from the results and outcomes discussed in the forward-looking statements. Actual results could differ materially from those projected in the forward-looking statements, as a result of either the matters set forth or incorporated in this report generally or certain economic and business factors, some of which may be beyond the control of Coracall. These factors include adverse economic conditions, entry of new and stronger competitors, inadequate capital to support operations and projections of revenues and profitability. Readers are urged not to place undue reliance on these forward-looking statements which speak only as of the date of this press release. We undertake no obligation to revise or update any forward-looking statements in order to reflect any event or circumstance that may arise after the date of the press release.

Thursday 15 August 2013

New UK Study Examines Work-Life Balance of Call Centre Employees- Coracall Call Centre, Durban- South Africa


A recent survey carried out by Randstad UK suggests that working shorter hours does not translate to happier work-life balance among call centre employees.   According to Mark Bull, managing director of Randstad UK, “Work-life balance has become something of a national concern in the current economic climate as many people are under increasing pressure in both their professional and personal lives. But this research proves that the key to better balance is not simply to work shorter hours or earn more cash.  A more holistic approach is needed to find rewarding work that interests and engages us. It’s not simply about putting up with anything in return for more money or time.” A holistic approach is exactly how Coracall, a global leader in outsourcing communication services, operates. The non-hierarchical flat organisation structure has been key to promoting a family-feel environment, where every employee has access to organisation leaders, and they take great measures to help build careers. For more information on Coracall, visit www.Coracall.com.

About Coracall

For further information please contact:

Investor Relations

Coracall

1st Floor, Coastlands Gatemax

329 Umhlanga Rocks Drive

Umhlanga Ridge

Kwa-Zulu Natal

South Africa

inquiry@coracall.com

www.coracall.com

 

"Safe Harbor" Statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward looking statements (within the meaning of Section 27a of the Securities Act of 1933 and Section 21e of the Securities Exchange Act of 1934) regarding our business, financial condition, results of operations and prospects. Forward-looking statements in this report reflect the good faith judgment of our management and the statements are based on facts and factors as we currently know them. Forward-looking statements are subject to risks and uncertainties and actual results and outcomes may differ materially from the results and outcomes discussed in the forward-looking statements. Actual results could differ materially from those projected in the forward-looking statements, as a result of either the matters set forth or incorporated in this report generally or certain economic and business factors, some of which may be beyond the control of Coracall. These factors include adverse economic conditions, entry of new and stronger competitors, inadequate capital to support operations and projections of revenues and profitability. Readers are urged not to place undue reliance on these forward-looking statements which speak only as of the date of this press release. We undertake no obligation to revise or update any forward-looking statements in order to reflect any event or circumstance that may arise after the date of the press release.

Tuesday 13 August 2013

Motivating Call Centre Agents through Gamification Techniques-Coracall Contact Centre, Durban-South Africa


Gamification techniques have been used for years within incentive programs, and have grown and evolved in popularity over the last decade. The common person is unknowingly exposed to gamification techniques through credit card rewards systems, which provide a fun, challenging and rewarding way to incentivise their customers to use their card more.  The use of gamification has evolved over the recent years and can now be seen in a wide variety of different places, products or services. As a manager in a customer support call centre, gamification in the workplace is a great way to motivate call centre agents. Break down large activities, and break them into small, easily achievable tasks which can be rewarded immediately. For instance, the act of reaching 30 days consecutive attendance could be a rewarded accomplishment, or tie it in with on-going training. These techniques are widely accepted with Gen Y Millennial workforce, as they’ve grown up with it. Just be careful not to tie gamification rewards with client calls, as it could lead to poor quality and results for the client and customer.   Coracall, a global leader in customer service outsource call centre, is a strong believer that happy and motivated call centre agents equals happy clients and customers. To learn more about Coracall, visit www.coracall.com

 

About Coracall

For further information please contact:

Investor Relations

Coracall

1st Floor, Coastlands Gatemax

329 Umhlanga Rocks Drive

Umhlanga Ridge

Kwa-Zulu Natal

South Africa

inquiry@coracall.com

www.coracall.com

 

"Safe Harbor" Statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward looking statements (within the meaning of Section 27a of the Securities Act of 1933 and Section 21e of the Securities Exchange Act of 1934) regarding our business, financial condition, results of operations and prospects. Forward-looking statements in this report reflect the good faith judgment of our management and the statements are based on facts and factors as we currently know them. Forward-looking statements are subject to risks and uncertainties and actual results and outcomes may differ materially from the results and outcomes discussed in the forward-looking statements. Actual results could differ materially from those projected in the forward-looking statements, as a result of either the matters set forth or incorporated in this report generally or certain economic and business factors, some of which may be beyond the control of Coracall. These factors include adverse economic conditions, entry of new and stronger competitors, inadequate capital to support operations and projections of revenues and profitability. Readers are urged not to place undue reliance on these forward-looking statements which speak only as of the date of this press release. We undertake no obligation to revise or update any forward-looking statements in order to reflect any event or circumstance that may arise after the date of the press release.

Monday 12 August 2013

Drive Customer Satisfaction with Three ‘P’ Skills – Professionalism, Patience, Problem Solving


One out of every 25 jobs in the US is tied to a call centre, but many still fail in providing customers’ satisfaction, according to a recent study. Most companies work hard in providing call centre agents with the necessary product training material, and feel there is a correlation between positive customer satisfaction and the number of issues resolved.  Unfortunately, studies reveal quite the opposite. In this particular study conducted by Tracy Learning LLC, a positive satisfaction rate of only about 18% was reported by customers who had their issue resolved quickly.  In comparison, a positive satisfaction rate of 90% was reported by customers whose issues were not solved quickly but felt their call centre agent demonstrated professionalism, patience and problem solving skills.  Bottom line, the goal when a customer calls in is not to just fix the technical issue, but it is making sure your customer is satisfied. Coracall, a global leader in customer call centre support, makes every effort to combine problem solving and people skills with technical knowledge. To learn more about Coracall, visit http://www.coracall.com

About Coracall

For further information please contact:

Investor Relations

Coracall

1st Floor, Coastlands Gatemax

329 Umhlanga Rocks Drive

Umhlanga Ridge

Kwa-Zulu Natal

South Africa

inquiry@coracall.com

www.coracall.com

 

"Safe Harbor" Statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward looking statements (within the meaning of Section 27a of the Securities Act of 1933 and Section 21e of the Securities Exchange Act of 1934) regarding our business, financial condition, results of operations and prospects. Forward-looking statements in this report reflect the good faith judgment of our management and the statements are based on facts and factors as we currently know them. Forward-looking statements are subject to risks and uncertainties and actual results and outcomes may differ materially from the results and outcomes discussed in the forward-looking statements. Actual results could differ materially from those projected in the forward-looking statements, as a result of either the matters set forth or incorporated in this report generally or certain economic and business factors, some of which may be beyond the control of Coracall. These factors include adverse economic conditions, entry of new and stronger competitors, inadequate capital to support operations and projections of revenues and profitability. Readers are urged not to place undue reliance on these forward-looking statements which speak only as of the date of this press release. We undertake no obligation to revise or update any forward-looking statements in order to reflect any event or circumstance that may arise after the date of the press release.

Thursday 8 August 2013

UK Public Services Hold Off On Outsourcing- Coracall Contact Centre, Durban-South Africa


The demand for business process outsourcing may be growing in private sectors of the UK, but not so the case for public services. Recently, on advice of a think-tank, the UK government has been told to pull back on large-scale programmes to outsource public services, fearing that outsourcing may provide costly risks and lack of skills. Coracall, a full service Contact Centre global operation with facilities across the United Kingdom and South Africa, understands the concern which is often expressed by other private clients. To address, Coracall managers and call centre agents make every effort in working with and thoroughly learning each client’s goals before making any phone call or initiating any plan.  To learn more about how Coracall can help your business, visit us at Coracall.com. 

 

About Coracall

For further information please contact:

Investor Relations

Coracall

1st Floor, Coastlands Gatemax

329 Umhlanga Rocks Drive

Umhlanga Ridge

Kwa-Zulu Natal

South Africa

inquiry@coracall.com

www.coracall.com

 

"Safe Harbor" Statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward looking statements (within the meaning of Section 27a of the Securities Act of 1933 and Section 21e of the Securities Exchange Act of 1934) regarding our business, financial condition, results of operations and prospects. Forward-looking statements in this report reflect the good faith judgment of our management and the statements are based on facts and factors as we currently know them. Forward-looking statements are subject to risks and uncertainties and actual results and outcomes may differ materially from the results and outcomes discussed in the forward-looking statements. Actual results could differ materially from those projected in the forward-looking statements, as a result of either the matters set forth or incorporated in this report generally or certain economic and business factors, some of which may be beyond the control of Coracall. These factors include adverse economic conditions, entry of new and stronger competitors, inadequate capital to support operations and projections of revenues and profitability. Readers are urged not to place undue reliance on these forward-looking statements which speak only as of the date of this press release. We undertake no obligation to revise or update any forward-looking statements in order to reflect any event or circumstance that may arise after the date of the press release.

Friday 2 August 2013

Three Global BPO Giants Call South Africa New Home- Coracall Contact Centre, Durban-South Africa


Coracall, a global competitor in call centre and outsourcing services, have new competition in South Africa. The BPO industry in South Africa received another boost recently when it was announced that Cape Town will be home to three of the world’s largest business processing outsourcers: Teleperformance from Paris, Serco from Hook Hampshire UK, and Capita also from the UK.  The arrival of three BPO giants underpins the existing attraction of South African cities – and particularly Cape Town – to outsourcers. The call-centre industry in the Western Cape, which Coracall is proud to be part of, alone generated about R8bn and nearly 40 000 jobs for the provincial economy in 2012. To learn more about Coracall, visit Coracall.com.

About Coracall

For further information please contact:

Investor Relations

Coracall

1st Floor, Coastlands Gatemax

329 Umhlanga Rocks Drive

Umhlanga Ridge

Kwa-Zulu Natal

South Africa

inquiry@coracall.com

www.coracall.com

 

"Safe Harbor" Statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward looking statements (within the meaning of Section 27a of the Securities Act of 1933 and Section 21e of the Securities Exchange Act of 1934) regarding our business, financial condition, results of operations and prospects. Forward-looking statements in this report reflect the good faith judgment of our management and the statements are based on facts and factors as we currently know them. Forward-looking statements are subject to risks and uncertainties and actual results and outcomes may differ materially from the results and outcomes discussed in the forward-looking statements. Actual results could differ materially from those projected in the forward-looking statements, as a result of either the matters set forth or incorporated in this report generally or certain economic and business factors, some of which may be beyond the control of Coracall. These factors include adverse economic conditions, entry of new and stronger competitors, inadequate capital to support operations and projections of revenues and profitability. Readers are urged not to place undue reliance on these forward-looking statements which speak only as of the date of this press release. We undertake no obligation to revise or update any forward-looking statements in order to reflect any event or circumstance that may arise after the date of the press release.

Thursday 1 August 2013

Social Media Could Be Next Big BPO Wave-Coracall Contact Centre, Durban-South Africa


Despite trends leading to F&A BPO and IT BPO services, social media could emerge as the next wave for the outsourcing industry, according to a Financial Times report. Many BPO firms embed social media as a small portion of their overall customer acquisition outsourcing services offered. However, as consumers continue to flock to sites like Facebook, Pinterest, Twitter and the like, business process outsourcing firms are now finding a new lucrative opportunity in managing social media for corporations whose customers are taking to the online medium to share feedback, attract customers and even try to convert sales. Coracall is one of those BPO firms. If you are looking to boost your business with social media, contact Coracall by visiting Coracall.com.

About Coracall

 

For further information please contact:

 

Investor Relations

Coracall

1st Floor, Coastlands Gatemax

329 Umhlanga Rocks Drive

Umhlanga Ridge

Kwa-Zulu Natal

South Africa

inquiry@coracall.com

www.coracall.com

 

"Safe Harbor" Statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward looking statements (within the meaning of Section 27a of the Securities Act of 1933 and Section 21e of the Securities Exchange Act of 1934) regarding our business, financial condition, results of operations and prospects. Forward-looking statements in this report reflect the good faith judgment of our management and the statements are based on facts and factors as we currently know them. Forward-looking statements are subject to risks and uncertainties and actual results and outcomes may differ materially from the results and outcomes discussed in the forward-looking statements. Actual results could differ materially from those projected in the forward-looking statements, as a result of either the matters set forth or incorporated in this report generally or certain economic and business factors, some of which may be beyond the control of Coracall. These factors include adverse economic conditions, entry of new and stronger competitors, inadequate capital to support operations and projections of revenues and profitability. Readers are urged not to place undue reliance on these forward-looking statements which speak only as of the date of this press release. We undertake no obligation to revise or update any forward-looking statements in order to reflect any event or circumstance that may arise after the date of the press release.