Volume 2, Number 6 - March 30, 2007

Our Contact Info:

David Butler
Executive Director

National Association of Call Centers
100 South 22nd Avenue
Hattiesburg MS 39401
Tel: 601.447.8300



In Queue circulation 22,655
NACC members 3,523

In This Issue
An Egyptian, Indian, and Filipina...Open a Call Center
THE Call Center Survey for the Industry
Book Review

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If A is success in life, then A equals X plus Y plus Z. Work is X; Y is play; and Z is keeping your mouth shut.
-Albert Einstein


Call Center Week is the largest case study driven call enter event in the marketplace!

Fun Facts

According to BBC News on 28 March 2007, the technology firm Dimension Data tested 403 call centers in 42 countries and found that customer satisfaction with call centers has dropped from 82% in 2006 to 68.3% today. Additionally the company reported that first call resolution had also dropped from 80.7% in 2006 to 69.8% today.

Picture of the Week

Picture of Palo Duro Canyon in West Texas. Apparently the 2nd largest canyon in the US outside of the Grand Canyon in Arizona.


The Thirteenth Tale by Dianne Setterfield

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Tel: 601.447.8300


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 benefit.

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.


Book Review

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 today!

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 soul.

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
Broadway Melody
Grand Hotel
It Happened one Night

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Copyright 2007 National Association of Call Centers