Call Centre As an Effective and Efficient Solution For a Business

A call centre that can be an effective and efficient solution for a business that needs to maximize its profits while keeping an eye on its costs. The call centre can give your business a competitive edge that you may not have experienced before. It will expand your company’s reach, allow you to move into new markets and increase your customer base.

The upshot of hiring a call centre is that your clients will speak to a live operator as opposed to encountering voicemail. The result; no more lost sales, hang ups, or disgruntled clients. Using a phone answering service will not only aid in reducing turnaround time for your business, it will make effective use of your precious resources; time and money. A call centre will give you access to advanced telephone technology as well as a highly trained workforce. You will be able to properly allocate your assets so you can focus on your number one priority, your business.

The further benefit of using inbound call handling is that your customers can contact you in a pinch in the event of an emergency. For example, if you are running a medical clinic, it is better to have an agent handling the calls to get the appropriate information as quickly and clearly as possible. No patient wants to encounter voice mail when inquiring about a medical appointment.

Businesses that require 24 hour 7 day week coverage will benefit from using the services of a call centre. Your clients can call you up from anywhere on the globe and will have an agent ready to take their call. You can have them take orders, messages, schedule appointments and even handle inquiries. Call centres can also handle a large volume of calls so none of your calls will go unattended.

The agents are trained to provide the best customer service. They know how to talk to different types of clients. They are also trained in the latest sales techniques and know how to up-sell or cross sell any product. You will see an immediate improvement in sales. You can also have reports produced on a daily, weekly and monthly basis to help you analyze and understand your sales data. The reports will include statistics on peak call times, length of calls and the location of caller. This information will serve you well in being able to establish a solid sales and customer service strategy.

An answering service can even provide support for the legal profession and pharmaceutical companies. They will take on your account and tailor it to your specific needs. They will be able to take your calls in an expert manner and prioritize them according to your specific instructions. They can even have your phone messages faxed or sent to you by SMS. You will never be out of the loop if you hire an answering service to take your calls.

A call centre is an ideal way for a small or medium sized company to conduct business in today’s 24-hour plugged in world. It offers many advantages that allow them to compete with many larger companies out there.

Instant Messaging Legal Issues – Five Legal Concerns With Instant Messaging

1. Internet messaging legal issue: Defamation – If you publish defamatory statements via internet messages you may face legal issues for civil defamation, and in some countries criminal liability. Defamation is a tort, or legal wrong. It is a general term which is used globally, but in some countries can be divided into two categories, libel and slander. Australia has abolished the distinction between libel and slander. A defamatory statement is one which lowers a person’s reputation in the minds of right thinking members of society generally, or causes them to be shunned or avoided.

Libel refers to defamation by writing, images, broadcast or published works, and tends to be in a permanent form, although in England defamatory statements made in theatre are treated as a form of libel. Slander refers to defamation which occurs through speech, sounds, sign language, or gestures; generally communications of a more transient or ephemeral nature. It isn’t always a simple task to assess whether a communication falls into the category of libel or slander. However there is an important legal distinction between libel and slander where the distinction remains. Libel is legally actionable without the need to prove damages, whereas slander requires that the person who is slandered prove special damage to succeed in an action.

There are four exceptions to the above rule in relation to slander where a person can sue if they have been slandered without proving they have suffered damage. The first is where statements have been published accusing a person of committing a crime which can result in imprisonment. The second situation is where statements have been made that a person has a serious contagious disease. The other two categories include suggesting a person is unable to carry out their trade or business or making statements that they are sexually unchaste.

The victim in the above cases of slander only needs to prove a statement has been published. In Commonwealth countries publication of a defamatory statement takes place where the statement is first perceived by a third party. This means that over the internet you can expose yourself potentially to any jurisdiction’s laws of defamation and the person who has been defamed can try to sue you in their country’s courts. Whether they can actually do so depends on several factors.

When engaging in instant messaging it is easy to forget that you could face legal issues if you commit defamation. The victim only needs to show your internet message was published to a third party for you to encounter legal issues if the statement was defamatory or falls into one of the categories above. If the victim were by themselves at the time the statement was received, this would not give rise to legal issues, however if a third party was present when the instant message was transmitted, you could face potential liability for defamation.

Instant messages are similar to other electronic communications like email, posts to forums, bulletin boards, usenet groups and websites, although the latter are all sent via a host computer and stored in a tangible permanent medium until altered or deleted. If they are defamatory in nature, they would constitute libel. By contrast, a communication made by instant messaging (IM), internet relay chat (IRC) or video messaging would probably constitute slander as the user who has engaged in internet messaging is involved in instantaneous real time synchronous communication, analogous to a phone call. The only difference is that internet messaging technology can now entail the transmission of text, graphics, files, video and/or audio. Such communications being instantaneous and interactive resemble the legal character of telephone communications, although when fixed in a tangible medium as an attachment and exposed to a wider audience, they could also constitute libel.

The user who publishes a slanderous statement through internet messages (IM) may believe there are no legal issues which are different from ordinary email or other use of the internet. However it is likely that the user who publishes a communication via an IM will be creating potential legal issues for slander. It is possible to save a text conversation arising through internet messaging (IM) as messages are logged in a local message history and can be retrieved.

2. Internet Messaging legal issues: Invasion of Privacy – public disclosure of private facts

Even if you send an internet message (IM) that isn’t defamatory, you may still face legal issues in some jurisdictions for invasion of privacy or breach of confidence. The legal issues will depend on the laws of the jurisdiction, however if the person you are involved in internet messaging with has a reasonable expectation of privacy and a belief that they are only engaged in instant messaging IM with one person you may face potential legal issues. There is no defence of truth for invasion of privacy. There may be potential legal issues if a victim can establish that they you have engaged in unreasonable disclosure of private facts through your internet messaging (IM).

Instant Messaging (IM) chat transcripts fall within the legal definition of electronically stored information (ESI), and are therefore treated the same way as emails and other electronic records for discovery purposes. Instant messages (IM) are treated the same as e-mails under the discovery laws of most jurisdictions. A user may face legal issues if the records are subpoenaed by the person who alleges an invasion of privacy or other legal wrong, and requests that the third party present give testimony to the effect that they were present when the instant message (IM) was sent. Many people using text or instant messaging wrongly presume if their messages are sent via instant messaging or sent on a mobile phone they are deleted once they have been transmitted. However, most service providers retain a record of text messages and instant messages from one to three months after they are exchanged.

3. Internet Messaging Legal Issues – Cyberharrassment and Stalking

An online Instant Messaging IM user can become a victim of cyber harassment, stalking, or misuse of telecommunication networks which can constitute a criminal offence. Employers and individuals need to protect themselves from legal issues from instant messaging which is used inappropriately. The same is true of other electronic communications although instant messaging (IM) is possibly more susceptible to misuse involving cyber harassment, discrimination, online hate speech, bullying and stalking due to it’s immediate, informal and intrusive nature. A user needs to know how to protect themselves by reporting a user misusing instant messaging IM technology and knowing how to block them from sending further offensive messages. Just like email those using instant messaging can still try to reach the user by changing screen names. This medium of internet communication allows direct real time communications between employees and corporations without giving much thought to the legal issues which could arise when drafting acceptable use policies for email. These systems are regarded as even more casual in nature than emails which makes them a tool more susceptible to misuse for the purpose of sexual harassment, cyber-bullying and other offensive communications.

The legal issues surrounding use of IM were widely publicised when a former congressman Mark Foley was found to have sent explicitly sexual instant messages (IM) to house pages and persons under 18 from his congressional office personal computer. The scandal led to concern about legal issues and warnings about the legal consequences of inappropriate internet messages. Businesses have a legal responsibility under occupational health and safety workplace laws to provide a safe work environment free of harassment, discrimination and other illegal conduct. An organisation needs instant messaging (IM) management tools to deal with the legal issues posed by use of internet messaging IM in the corporate environment. A survey conducted in 2007 revealed that 30% of participants had been the recipients of inappropriate instant messaging communications.

4. Internet Messaging Legal Issues – Security Risks & Compliance Risks: Instant Messaging (IM) has been described by security consultants as a preferred method for hackers to conduct phishing attacks and circulate attachments with computer viruses. More than 1100 security attacks were registered by the Instant Message Security Centre over a three year period. Viruses, trojans and spyware can quickly propagate through an infected users’ internet messaging buddy list. Instant messaging (IM) can lead to wastage of corporate assets, time and resources when abused by employees engaged in social interactions on work time and also through a lack of awareness of the particular security vulnerabilities posed by internet messaging systems. As IM usually occurs using text, it is more vulnerable to eavesdropping, and as user passwords are stored in text, they are accessible to anyone with physical access to the user’s computer. It isn’t feasible to encrypt the password on many instant messaging software applications. Additionally, instant message software demands that the user open UDP ports to the world, which enhances security threats. The use of Instant messaging (IM) solutions in the workplace gives rise to legal issues in terms of compliance with data security, storage and retention laws. Business communications in most jurisdictions must be archived and able to be retrieved under regulations. Many organisations may not appreciate the legal issues and the requirement to preserve instant messages.

5. Internet Messaging Legal Issues: Leakage of embarrassing information, company intelligence or intellectual property – Security breaches can mean that trade secrets/confidential information and a company’s intellectual property is vulnerable to being sent over an insecure network and falling into the hands of a competitor. All kinds of embarrassing and sensitive information can be discovered through IM disclosures. Just like email communications and other electronic records, internet messaging can lead to the discovery of embarrassing corporate secrets and valuable business intelligence, however Employers have been slower to recognise the legal issues associated with instant messaging.

IMT Centre For Distance Learning

The Institute of Management Technology-Centre for Distance Learning, based near Delhi, equips future managers to take on the challenge of an increasingly global and technological workplace. Managers must be able to adapt and be flexible. The CDL’s curriculum and programs are designed to do just that.

The CDL’s vision is to establish itself as a global integrated business school acknowledged for its strength in management education, leadership in business and excellence in the corporate field. Accordingly, The CDL’s mission is to create an academic community committed to innovation and lifelong learning.

Students at IMT-CDL have sixteen programs from which to choose. Students have the opportunity to earn:

• a one or two year degree in Management,

• a Masters of Science in Cyber Law and Security, a newly added program in collaboration with National Law University of Jodphur,

• one year degrees in Cyber Security, Taxation, Business Administration, Financial Management, Materials and Supply Chain, Marketing Management, Human Resource Management, Export Management and Retail Management.

IMT-CDL also offers two doctoral programs: a Management Fellowship, and a PhD program, which was recently created. For students in the corporate sector, there are two year degrees available in Management.

These programs are conducted by highly esteemed faculty, led by Director Dr. A.M. Sherry, a professor of IT at IMT-CDL. Dr. Sherry is joined by a faculty of the best and brightest graduates of internationally acclaimed institutions of higher learning. The faculty is in tune with the constant changing needs and expectations of a global industry, and has first-hand knowledge of what today’s managers need to know in order to succeed.

Prospective students are screened by a selection committee. Students interested in two year programs take an admissions exam. Exempted from this exam are students that have already earned a one year degree from IMT-CDL, military personnel, senior public administrators and professionals in the academic, technical or legal fields. For students with a degree from a foreign institution, admission is subject to approval by the Ministry of HRD, Government of India.

There are currently six regional information centers to serve students. At these centers, students can receive academic counseling, and speak with university personnel. These centers can be found in: Delhi, Noida, Mumbai, Nagpur, Hyderabad and Kolkata.

Students at IMT-CDL have access to an extensive digital library, powered by Referenceware. This library provides searchable remote access to the full, unabridged editions of thousands of Business, Technical and Finance texts.

In addition to programs of study for students, IMT-CDL also operates a Research and Consultancy Division. This division provides training programs, industrial planning, feasibility studies, market research, software development and other activities to provide professional enrichment for its students.

IMT-CDL provides Management Development Programs to educate students in current critical management issues. These programs are centered on the relevant topics of Leadership, Financial Management, Information Technology, Human Resource Development, Strategic Mentoring and Professional Renewal.

Is Your Boss Giving You a Hard Time? You Have Legal Rights at Work, But What Are They?

Is there enough awareness amongst employers of their obligations under the law? Too often employers, especially small ones are still unaware of their duties under employment law. Even more ignorant, often, are the employees, who are also not aware of their rights. This is usually found in the case of bullying and harassment, where employees were not aware of the grievance procedures that are available to them to seek assistance.

Is there a comprehensive website you can go to find out your employment rights? It was when I was volunteering myself in a community law centre, that I came across some excellent resources from the Central London Law Centre. Since then, I have made sure I kept a note of the links to these publications. I still find these to be helpful handouts, that provide clear explanations in easy to understand, plain English.

The Central London Law Centre publications for employees explain how to deal with a grievance at work, or steps to take if you believe you have been unfairly dismissed. Their resources are also an invaluable reference guide to advisers working in employment law.

Three resources you will want to consult are:

(1) Identifying Employment Cases;

(2) Discrimination in Employment; and

(3) A Claimant’s Companion to the Employment Tribunal written by Tamara Lewis.

The employment unit has over 20 years experience in discrimination law cases. In addition to providing advice to the general public, the employment team also run training courses to other Law Centres, Trade Unions, Citizens Advice Bureau’s and other advice agencies. These training courses cover a range of issues including “race, sex, disability, religion and age discrimination, sexual harassment, unfair dismissal, redundancy, unilateral variation of contract, TUPE, drafting of tribunal claims, preparing cases for Employment Tribunals, representation at Employment Tribunals”.

The Central London Law Centre also has a number of questionnaires that you can purchase for use with an employment claim. If you live in London are seeking assistance with an employment matter, check this map to see if you live within their catchment area. Their local catchment area is within the boundaries of Euston Road to the north, Kingsway to the east, the Strand to the south and Regent Street to the west. If you live within their catchment area, then you will need to telephone them first to book an appointment to see an employment adviser. The telephone number is 020 7839 2998 020 7839 2998, and they are located at 19 Whitcomb Street, London WC2H 7HA.