An Egyptian, Indian and Filipina...Open a Call Center
According to the Arab
Times (of Kuwait), an Egyptian, Indian, and Filipina
were caught operating an illegal international call
center. After a raid on the room where the call center
was set up, it was found that all three were wanted by
law enforcement on different cases. As a team, the
Egyptian and Indian found business customers while the
Filipina ran the operations "netting thousands of dinars
from their business."
THE Call Center Survey for the Industry
We want to launch THE
authoritative, neutral, unbiased, and respected call
center survey for the industry. Let me tell you why.
The call center industry is teeming with surveys these
days. In the past few months, I have recorded scores of
these surveys that attempt to collect data on the
industry. We applaud attempts to collected solid,
reliable, and relevant information on the industry;
however, too many surveys with differential (or unclear)
purposes lead to survey fatigue by the whole industry.
It becomes a big mess and the total industry does not
The NACC is exploring the idea of an industry wide
survey for the industry, by the industry, to help the
industry. The survey would be once a year, a bit longer,
but would offer great detail, especially comparing year
to year. Alternatively, we would offer quarterly
surveys, shorter, but focused on a particular topic of
interest of the industry at that time. This would allow
you to participate in only one survey and get all the
information that you need. As a non-profit serving the
industry we would then turn around and share the total
results of the survey with the people in the industry
for FREE. Moreover, instead if just sending you a 100
page report filled with graphics, we would help you
understand how to use this information to help your
operations, argue for a larger budget, to find a new
technology, or any other need you may have.
To succeed in this effort, it would take participation
by people like you in the industry, donating 10-20
minutes of your time to complete an online survey each
quarter or 30-45 minutes for a once a year survey. Since
this survey would be driven by the needs of the
industry, we would be open to suggestions for questions
or issues that affected you and your operation. To
determine if there is a desire for such an neutral and
unbiased survey for the industry, please email me and
let me know if a) you think there is a need to have a
neutral survey of the industry for everyone and b) if
you would be willing to participate in such a survey.
If there is enough demand, we will do this. If there is
not, we will not. You can contact me directly at
David.Butler@nationalcallcenters.org with your vote.
The Thirteenth Tale
by Dianne Setterfield
By Leslie S. T.
Butler-Butler and Associates, Inc.
It isn’t very often that I
read a book and want everyone I know to read it so I can
talk to them about it. I thoroughly enjoyed this book
and think it’s one that most people would enjoy…and when
I say I “enjoyed” it, that kind of freaks me out because
it is rather creepy for the first half, but so well
written that you’re sucked into the tale and don’t want
to put it down. I’m assuming this is why I’m so tired
The premise of this book is that the most popular
British writer, Vida Winter, is dying and wants to tell
her life story to a woman, Margaret Lea, who runs an
antiquarian bookstore with her father. Ms. Lea doesn’t
embark on the task very willingly, but does so anyway
because she loves reading and having discovered Ms.
Winter’s work, she is excited to find a complementary
I don’t want to tell much more about the plot other than
that because to do so would be to spoil the book. It is
about family, facing your demons, class system (it IS a
British novel after all), and most importantly the love
of reading and a good story. It is a book that came to
me through many different channels until I finally
admitted that I couldn’t avoid reading it. I’m glad I
didn’t because it may just be my favorite recent novel.
If you are interested in purchasing this book from
Amazon.com there is link to it on the left.
Books and movies recently
completed that may appear in future reviews.
Tears of the Giraffe, Alexander McCall Smith
Iron Council, China Mieville
Voices from the Street, Philip K. Dick
The Castle in the Forest, Norman Mailer
Academy Award Movies
It Happened one Night
To view past issues of In Queue, please
If you would like to contribute to
In Queue, please reply to this email with "Contribute" in the subject
Copyright 2007 National Association of Call Centers