Friday 31 May 2013

The Philippines’ steady rise in business process outsourcing. Coracall Contact Centre, Durban-South Africa

The Philippines’ steady rise in business process outsourcing (BPO) industry has caused the country’s currency, peso, to appreciate positively against the U.S. dollar. Because of this, BPO firms are facing higher costs and are considering moving out to seek more cost efficient centres. Coracall, a leader in providing offshore service professionals, has a call centre facility located in the Philippines and does not plan to leave despite potentially higher operation costs. The Philippines is an ideal location for Coracall, as they are able to provide a multitude of administrative and customer support services to clients in that part of the world. Jose Mari Mercado, president and CEO of the Business Processing Association of the Philippines (BPAP) says in a recent roundtable discussion that a key to continuing success in this industry relies on a workforce proficient in communicating in multiple languages, not just English. For more information about Coracall’s services, please 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.

Tuesday 28 May 2013

South Africa has won the European Outsourcing Award for the best offshore location. Coracall Contact Centre, Durban-South Africa

South Africa has won the European Outsourcing Award for the best offshore location recently, and Coracall is proud to have contributed to this country’s accolades. The growing success of business processing outsourcing industry is largely the result of BPeSA’s dedication to working with BPO firms, such as Coracall, to establish industry standards, help promote and attract investments,  and act as liaison between industry members , the government and public.  The top mission of BPeSA is to create jobs, and through work with BPeSa, Coracall helps achieve this collective mission by housing over 600 jobs at its contact center located in the cosmopolitan area of Umhlanga. To learn more about BPeSA, visit http://www.bpesawesterncape.co.za/.
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 23 May 2013

Positive interactions with well-trained contact centre agents. Coracall Contact Centre, Durban-South Africa

Positive interactions with well-trained contact centre agents possess the potential to increase a company’s customer lifetime value and brand awareness.  Contact centres, such as those facilitated by Coracall – a leader in outsourcing services – may field hundreds to thousands of calls from agitated customers needing a swift solution to their problems. Resolving issues in a composed, professional manner often causes the customer to also calm down by the end of the call. What you then have is potentiality of a loyal customer and evangelist for your company or brand. When all agents adhere to etiquette guidelines, companies will gain an image of trustworthiness, honesty and effectiveness. This positive brand awareness is critical to any company’s success. Here are Coracall’s 10 tips for contact centre agent communication and etiquette excellence:
1. Be courteous: Talk with a smile, remain calm and speak clearly. Wait for the person to finish speaking before speaking.
2. Be professional:  Agents should maintain a level of professionalism throughout the entire conversation. All conversations should be in line with corporate values and goals.
3. Be respectful:  Respect involves attempting to understand the causes of the customer’s problem, realize how their problem affects their behaviour and respond with compassion.
4. Be honest: Agents must never lie or make up an answer.  If the customer’s problem is beyond their competence level, the agent should politely explain that they will transfer the customer to an employee who can better address their needs.
5. Be trustworthy:  Building trust is essential, not only for the interaction to progress smoothly, but also to build positive brand awareness for the company. Traits include truthfulness, honesty, reliability, loyalty and integrity.
6. Be confident: Confidence is extremely noticeable through calls, and is critical for any productive interaction. Speak with confidence.
7. Be competent: Agent must demonstrate a certain level of competence to adequately address the customer’s needs.
8. Be interested:  Agents must take a genuine interest in the customer’s question or concerns. This will make the process more enjoyable for both the agent and the caller.
9. Be neutral: Agents should not offer opinions or introduce their own biases into the conversation. Taking a neutral stance will allow agents to more effectively solve problems in an efficient manner.
10. Be flexible: Agents should anticipate the unexpected and be prepared to change course when necessary.
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 17 May 2013

Managing Gen Y, Remote Workers. Coracall Contact Centre- Durban, South Africa

Management behavior can greatly improve relationships with remote talent, a new study from University of Illinois, USA, business professor Ravi Gajendran reveals. The study found that approaches in management which were more relationship-based helps ‘bridge the virtual gap’ and build strong alliances, partnerships with employees dispersed around the world.
Coracall echoes this sentiment and believes that building personal virtual one-on-one relationships is crucial to motivating, retaining and getting the most out of remote workers, especially those of the younger Gen Y class who often work in call centers through outsourced or offshore jobs. It requires a considerable more effort on part of managers choosing remote, offshore employees, to make sure that contributions are recognized or corrected if needed.
"You don't want team members to feel as though they're just sending their work out into a vacuum,” says Gajendran in a recent interview. "That's why leaders matter — they have to make those invisible workers visible, and you can do that by creating that sense of involvement and inclusion."
Visit Coracall.com to browse the many offshore and outsourcing employment solutions to help bring productivity back to your business.

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.

Wednesday 15 May 2013

Learning to Work With Foreign Bosses

When it comes to working as a global outsource, offshore and even freelance worke chances are your employer will be from a different country. So in order to impress that foreign client or boss, the devil is in the details. Careful observations and research of your client or bosses culture is important, as is an effort to communicate openly and frequently. The concept of ‘hard work’ may be differ from culture to culture, so don’t be afraid to ask for clarifications. Another tip is to try and get as much of your client’s tasks in writing so you can review and clarify point by point with them. This is especially important for Gen Y workers, such as those participating in Coracall’s call center programs, who may not only have a culture or language barrier but a generation gap difference as well. So remember, the a key piece of advice when trying to impress a foreign boss is to step outside of your own cultural comfort zone and work hard to learn how to impress in the local context you're in.
Visit Coracall.com to browse the many offshore and outsourcing employment solutions to help bring productivity back to your business.
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.

Wednesday 8 May 2013

The paradigm shift to a more global and virtual workforce is reshaping trends in management and human resources.
The paradigm shift to a more global and virtual workforce is reshaping trends in management and human resources, according to a recent report from the Accenture Institute for High Performance. The report examines how companies are being more adaptive to outsourcing, offshore, and remote workers while still trying to achieve maximum output at lower costs in a turbulent economy.
The report titled, Trends Reshaping the Future of HR: The Rise of the Extended Workforce, goes into great detail that on-going employment is being replaced by projects, and outsourcing companies such as Coracall are providing an excellent pool of global talent.  The findings also reveal that specialised, skilled workers are also being integrated into a business’ long-term strategy, which enables new ways of thinking, and potentially sparks innovation as new people and fresh ideas come and go.
To learn more on how Coracall may help your business, 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

"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.