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TMCnet Outbound Call Center Week in Review
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TMCnet Outbound Call Center Week in Review

May 05, 2012
By Tracey E. Schelmetic
TMCnet Contributor

It's time for another wrap-up of the week's events in outbound call center solutions and services.

January 1, 2012 marked the first day of Radius Solutions' (News - Alert) ownership of Astra Business Services, according to an announcement from Radius Solutions. While the exact terms of the acquisition were not disclosed, it’s clear that Astra Business Services is now a wholly-owned subsidiary of Radius Solutions. One of the goals of the acquisition was the Radius Cell Manager, a system that allows companies to easily comply with the terms of the recently-launched Telephone Consumer Protection Act. The TCPA prohibits companies from using automatic telephone dialing systems, or predictive dialers, to call cell phone numbers, and the Radius Cell Manager provides protection against companies doing just that.

Read more here .

Xtend Inc., a Grand Rapids, Michigan-based multi-owned cooperative credit union service organization (CUSO), reports that in the past month it has handled the largest number of call center transactions in its history. Transactions included inbound member service calls, outbound business-to-business calls, outbound member calls, calls to its lending hotline and Web chats. To address growth, the company recently announced to its owning credit unions that it would invest in additional staffing over the next six months to meet increased demand for its products and services.

For more information, visit here.

Based in Addison, Texas, SpitFire powers an affordable call center solution that was designed to allow for ease of use with a high level of scalability allowing the predictive dialer to continue to grow alongside any successful business. The company recently revealed to TMCnet that its dialer now offers Call Transfer functionality, in addition to sales tracking and reporting. With the Enterprise Predictive Dialer, designated agents are transitioned into “Transfer Agents” who can handle transferred calls while simultaneously leveraging a customer data screen that is filled with important personal information and is sent directly from the Outbound Agent.

For more information, visit here.

Predictive dialers are largely used in call centers to improve agent productivity. The increased use of predictive dialer technology has, however, created the need for compliance as they risk not adhering to regulatory guidelines set by different agencies. Thus, complying with regulations while striving to reach the goals placed on outbound campaigns is a huge challenge for most contact centers. Rostrvm Solutions (News - Alert), a provider of contact center software applications, is helping call centers address the challenges associated with predictive dialer-based outbound campaigns.

Read the full article here.  

That’s all for this week in the outbound calling center solutions and services arena. See you again next week!

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