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Posts Tagged ‘order taking’

Firms Push Call Centers

March 3, 2009 1 comment

EXCERPT:

While some investors frown at the thought of no longer working with an individual banker or broker, some people in the financial-services industry say a call center isn’t necessarily an inferior solution. Having someone on the phone to entertain account queries could be better than being neglected by a personal broker.

“If well executed, clients can receive better services through call centers,” says Bing Waldert, a consultant at Boston research and consulting firm Cerulli Associates.

Still, call-center operations have had some hiccups. Brendan Intindola, a spokesman at the Financial Industry Regulatory Authority, says complaints of poor service have come up during periods of high market volatility and volume or when a firm experiences technical issues.

LINK:  http://online.wsj.com/article/SB123549387374860649.html?mod=googlenews_wsj

Call Centers Are Hidden Hiring Gems

March 3, 2009 Leave a comment

EXCERPT:

Economic-development agencies are beginning to realize they need to focus on contact centers to get people employed rapidly. As opposed to manufacturing, any office building with sufficient broadband can serve as a contact center location. In addition, you can get a call center up and running in a matter of months — not one-plus years.

 

Throughout past recessions, call centers picked up the slack and hired what amounted to millions of Americans to make and take calls. From 1990 onward, economic development agencies worldwide began to court contact centers to help them solve their job loss problems. Typically they recruited outsourcers from the TMC Top 50 Teleservices list as well as smaller, faster-growing companies

 

LINK: http://www.newsfactor.com/story.xhtml?story_id=002000002RYG

 

Contact Centers: Performing (and Exceeding) Expectations

March 3, 2009 Leave a comment

EXCERPT:

Managing contact center performance has never been more challenging. Not only are operations facing even more pressure to cut costs amidst a difficult economy, but are often also being asked to maintain service levels and to cross sell/upsell to retain customers and grow revenues. Many of the solutions to these needs lie in the data contact centers collect. It can be used to identify problems from customer information such as spikes in calls, find out what is going on, then report issues to prevent or limit rising costs and customer churn. It can also help improve sales and collections. The insights that can be gleaned from them can help justify existing [budgets] and possibly budget increases and investments in new solutions.

The sources of this data are in the vast amounts of reports: from ACDs to call recording, CRM Relevant Products/Services, CTI, predictive and progress dialers, and workforce management (WFM) that contact centers receive. Yet these sources are too often rarely if ever consolidated to give that clear picture.

“You can’t understand what is going on if you’ve got 25 reports sitting on your desk,” explains Jim Davies, a research director with Gartner. “You need to have that single view so that you can then start to dig into data and look for trends, patterns, and correlations between the different applications and data streams.”

LINK: http://www.newsfactor.com/story.xhtml?story_id=00200076GWHW&page=1

SpeechCycle, Jingle Networks Team to Empower Contact Centers

March 3, 2009 Leave a comment

EXCERPT:

SpeechCycle and Jingle Networks have announced a new partnership to help contact centers embed contextually relevant sponsored messaging within the caller experience. The companies said that this will monetize contact center interactions while also improving customer loyalty. As per this latest agreement, Jingle Networks (NewsAlert) and SpeechCycle will provide interoperability between SpeechCycle’s RPA OnDemand platform-as-a-Service (PaaS) and the JingleConnect audio advertising network.

LINK: http://callcenterinfo.tmcnet.com/analysis/articles/51459-speechcycle-jingle-networks-team-empower-contact-centers.htm