October 1999
Dear C@LL CENTER Solutions,
In "From Paris
With Love" ("Publisher's Outlook," August 1999) you had a valuable
chart showing "Cumulative Growth in Top 50 Billable Minutes, Inbound Plus
Outbound." Could you give me a ball park figure of what a minute was billed at so
that this chart could be converted into dollars? We are planning a new call center, and
the investors are asking us lots of questions. We love your magazine and find it the best
in the business. We are using it as the bible for our startup.
One other question: What article deals with overcapacity in the industry and how
serious it is?
Thank you.
Arthur Hughes
Rich Tehrani responds:
Dear Mr. Hughes:
Thank you for the e-mail. Ball park figures for per hour outsourced teleservices are $18
to $30, depending on many factors. Specialized tasks that require a higher skill level are
even more expensive.
The information on overcapacity was mentioned in Nadji Tehranis Publishers
Outlook in our March 1999 issue.
It was an observation by Mr. Tehrani, gathered from many conversations with our
various contacts in the industry, of the effects of the many mergers and acquisitions that
have recently taken place in the industry, especially during 1997 and 1998. It seems that
many acquisitions were based on what short-term effect they would have on the stock price,
not on what strengths or weaknesses the acquired company would bring to the enterprise
making the acquisition and how these attributes would affect the reformulated company in
the long-run.
For more ideas on business strtegy for teleservices agencies, you should also refer
to Mr. Tehranis June 1999 Outlook, Why Teleservices
Companies Fail Or Succeed."
Sincerely,
Rich Tehrani
Hello!
I am currently writing an article on Toronto as a call center city and the opportunities
that are here. I understand your magazine provides annual awards, some of which have gone
to Toronto-based firms. Also, I was wondering what the word on the street is
about Toronto as a place to set up and the fact that it is one of the largest
local calling areas in the world.
I look forward to your insights or comments (especially the awards to service bureaus,
many of which include Toronto-based firms).
Regards,
James Pasternak
Pasternak & Associates
Dear Mr. Pasternak:
We have heard that Toronto is indeed a good market for call centers, as is evidenced by
the number of award-winning teleservices agencies to be found there. Many have won awards
from C@LL CENTER Solutions magazine in the
past year alone.
These Toronto-based companies can be found this year in our annual Top
50 awards, which rank the largest teleservices agencies based on the volume of their
long-distance transport minutes over a one-year period: Marusa, S&P Data Corp., Watts
Communications and Xantel DM. You can find their rankings in the March (Outbound) and April (Inbound) issues
of C@LL CENTER Solutions. These
companies are all in the Group C category, which is the International category.
SITEL Corporation Canada was a 1998 Gold Award winner of our annual MVP
Quality Award, which is given for excellence in quality procedures and can be found
in the January 1999
issue of C@LL CENTER Solutions.
Watts Communications and Optima Communications Canada were also on our annual
Rising Stars ranking of the fastest-growing teleservices agencies, which
measures the growth in long-distance transport minutes from one one-year period to the
next. The 1999
Rising Stars rankings appeared in our August 1999 issue and can also be
found at.
For more information on the call center climate in Toronto, you can contact the City of Toronto Economic Development Office at
416-392-7571; or contact the Ontario Investment
Service at 416-360-4647.
Sincerely,
The Editors
Executive Group Publisher
Nadji Tehrani (ntehrani@tmcnet.com)
Group Publisher
Richard Tehrani (rtehrani@tmcnet.com)
Editorial
203-295-2000 (ccspress@tmcnet.com)
Editor, Erik D. Lounsbury
Editorial Director, Linda Driscoll
Managing Editor, Tracey Roth
TMC Labs
203-295-2000 (tmclabs@tmcnet.com)
Executive Technology Editor/CTO, Tom Keating
Technology Editor, Evan Koblentz
Technology Editor, Adam Altman
Technology Editor, Christopher Capelle |