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TMCnet Outbound Call Center Week in Review

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TMCnet Outbound Call Center Week in Review

January 19, 2013
By Rich Steeves
TMCnet Web Editor

Many believe that 2013 will be the year of the customers, so companies that run outbound call centers should take note of this trend. More and more often, call centers are becoming the major contact point between customers and companies. Therefore, a lot of news takes place in the outbound call center space. Let’s take a look at some of the top stories from the past few days.

First comes international news. Recently, Israeli legislators passed a law to deal with the problem of long wait times for call centers. The new law states that if a customer has to wait more than three minutes on hold, that person has the option of leaving a message, and is entitled to receive a call back from the center in under three hours. If the customer prefers to wait, he or she must be informed of their place in line and the estimated wait time.

Also this week there was a story about inbound/outbound call center specialist Ameridial. That company has an excellent track record of experience in the healthcare vertical. Ameridial provides inbound and outbound call center services to HMOs, POSs, PPOs, Medicare and Medicaid billings and claims departments, and more. All of its call centers are HIPAA compliant and compliant with a host of other regulatory statues regarding financial and other verticals.

Finally it was time to look ahead to see what trends will be prevalent in 2013 in the call center space. A few of the hot trends for the coming year are “the Internet of things,” the role of social media in the contact center, and the rise of mobile and video calling. Companies need to take note of these trends and work out strategies to deal with each one to help their outbound call centers thrive.

That was just the tip of the iceberg in the outbound call center space this week. Check with TMCnet for more news each and every day!

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