TMCnews Featured Article

Happy weekend everyone, and welcome to another edition of the TMCnet call center outsourcing week in review.

Sitel, a provider of call center outsourcing solutions, is currently in the process of hiring executives for its new customer care center located in Ocala, Florida. The new site will support a global telecommunications company and will be located at 1417 N. Magnolia Drive. Open positions range from customer service representatives, to call center supervisors and operations reporting analysts.

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CrysTelCall, Jordan's first independent contact center and Business Process Outsourcing (BPO) provider, recently announced it has been named as the winner of the Middle East’s “Best Outsourcing Service Provider for the Year 2012 with 71-300 Seats.” The award was given to the company during the Insight Middle East Call Center Awards recently held in Dubai. Officials from CrysTelCall said the company has been recognized for its contact center services, including a full range of inbound and outbound contact center services, consultancy, and business process outsourcing to clients worldwide; allowing them to decrease operating costs, increase profits, attain measurable business results and enhance customers’ relationships.

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In a typical outsourcing company located just outside Bangalore, in place of cubicles filled with busy agents under headsets is what might seem like a dentist office, as you will see models of molars covering desks and teeth X-rays on computer screens. Though interesting, why in the world would these teeth-related items be present in a call center? Because these agents are actually assisting customers who have filed insurance claims and sent them in anticipation of approval to their American healthcare provider.

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Market research firm Infonetics Research has generated a new report that focuses on service providers outsourcing to other vendors in the business. The report, titled Service Provider Outsourcing to Vendors, provides market size and vendor market share, and projects growth for the next five years. Some of the results of this report indicate that service providers spent 9 percent more on outsourced networking services to equipment vendors in 2011, which amounted to $60 billion, than in 2010’s $55 billion.

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WNS (Holdings) Limited, a provider of global business process solutions, has recently acquired Fusion Outsourcing Services (Pty) Ltd., a call center outsourcing provider headquartered in South Africa. Fusion provides a range of outsourcing services including contact center, customer care and business continuity services to both South African and international clients. With operations in both Cape Town and Johannesburg, the company employs approximately 1,500 people.

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That's all for this week. See you again soon!

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