How to Set Up Your Own Call Center

by Neil Mananquil

IF YOU HAVE A SERVICE-ORIENTED ENTERPRISE and you feel the need to provide your own contact center services, then you have two ways to go about this. One, you can outsource your needs to an established contact center, or two, you can set up your own facilities yourself.

If you choose to do the latter, then you may want to avail of the services of a turnkey solutions provider such as Diversified Technology Solutions International, Inc., or DTSI.

DTSI offers what are called “turnkey solutions.” In other words, they can take care of everything that has to be done to set up your contact center, including legal requirements, installation of cabling and equipment, and actual facilities construction... down to the ergonomic seats that are required for people who are to sit there for hours on end. So that in the end, all you have to do is to “turn the key.” In fact, DTSI can even provide training for your potential contact center workforce.

“Basically, any business that frequently uses a phone and email system and that wishes to increase efficiency, profitability and offer better value to their customers are well qualified for contact center solutions,” says Riane Garfin, marketing associate at DTSI. For small and medium businesses, this typically translates to online ticketing and reservation types of applications.

So how much does it cost to set up your own contact center? It depends on how many seats you plan to get.


The full article appears in the September-October 2006 issue of SME Insight, the magazine for small and medium enterprises. For subscriptions, call 759.2022 or 813.4396 loc. 816 or e-mail hipcards@hip.ph.

Source:gonegosyo.com, photo courtesy of english.taipei.gov.tw

How to make Tuna Sausage

Process Flow

1. GRINDING - Grind the fat in the silent cutter for 5 minutes. Set aside. Place the tuna loin and tuna flakes in the silent cutter and mix for 10 minutes. Add 1.2% salt and ice

2. HOMOGENIZING

3. STUFFING - Transfer the mixture in the sausage stuffer.Pack tightly to prevent formation of air pockets. Stuff the homogenized mixture in the synthetic casing.

4. TYING - Tie the sausages to desired length.

5. STEAMING - Cook the sausages at exactly 15 minutes at 65 C – 70 C

6. COOLING - Spray the steamed sausages with cold water. Air dry.

7. SMOKING - Arrange/hang the sausages inside the Torry kiln. Smoke for 30 minutes at 62 C.

8. COOLING - Cool smoked sausages at room temperature.

9. PACKING AND STORING - Vacuum pack or pack in ordinary plastic bags
Store inside the chiller (5-10 C) or freezer (-20 C).

Abstract for the above procedure

The above formulation is the standardized procedure for tuna sausage. The formulation makes use of processing wastes from tuna cannery such as undersized fish tuna and tuna trimmings. The formulated product is described as lightly chewy, meaty and juicy, with mild smoky flavor, amber color of the skin and pinkish center that is comparable with the commercially available pork Vienna sausage. The formulated product was packed in vacuum and ordinary plastic bags then subjected to low temperature storages such as chiller (5-10 C) and freezer (-15 to –20 C) to determine its shelf-life and behaviour during storage.

Evaluations were conducted by chemical, microbiological and sensorial tests. Chemical tests include proximate composition for the nutritional value, pH, thiobarbituric acid (TBA) for rancidity and histamine content. Microbiological tests conducted were total plate count (TPC) for aerobic and anaerobic counts.

Results have shown that the products is high in protein and low in fat which is a good substitute for pork Vienna sausage that is presently available commercially. The product is stable at low storage temperature with a storage life or greater than seven weeks. No significant changes have been observed in microbial counts (both for aerobic and anaerobic), histamine content, rancidity test (TBA), pH and moisture.

Based on sensory evaluations, vacuum packing is more advisable than ordinary packing because of its aesthetic value and the protein it provides to the product from excessive moisture and fast growth of many aerobic spoilage microorganisms. Freezing could also further extend the shelf life of the products but could cause greater moisture loss due to thaw drip. Chilling the product is more advisable for short period of storage of the product.

Source: www.pcierd.dost.gov.ph, photo courtesy of www.paramount21.co.uk