Outbound Call Center Week in Review
May 26, 2012
If you’re interested in all that is the Outbound Call Center industry, then read on, because here’s what was buzzing this week!
For starters, NextUC recently announced that its extensive offering of UCaaS services has been increasing customer utilization, noting the recent rise in customer access and consumption of Web meetings and video conferencing services, as opposed to more traditional services such as telephone and voicemail. Although video conferencing services have grown more than twofold, customer preference for Web conferencing has exceeded by over 175 percent in the past month alone.
Next UC’s hosted Microsoft Lync platform, designed for fast deployment and a nearly immediate access rate, also includes such features as telephone numbers and PBX (News - Alert) replacement services. In addition, more immediate service options include integrated Web meetings, audio conferencing, and video conferencing services. Not only this, but the company plans to also reinvent adoption options for business customers, where they can opt for a 60-day trial free of charge and then transition to a paid account without the hassle of contracts and other various, usually required requests.
In other related news, Moxie Software, in response to the ever-increasing availability of communication devices and customers paralleled demands, has announced its improved functionality for its Spaces by Moxie. Also created to help highly regulated industries improve their customer service, Spaces by Moxie is the only customer-centric enterprise social software suite that combines customer communications with employee collaboration applications, thus enhancing and improving businesses’ customer experience. With Spaces by Moxie, companies ensure that their customers’ voices are heard, and are better able to effectively respond, ultimately building customer loyalty and satisfaction, the company stated in a press release.
Also this week, a leading provider of insurance services Assurant Specialty Property announced that they will be hiring as many as 100 new employees for its customer service centers located in Gwinnett County, Duluth, GA. According to the press release, the company is actively hiring part-and full-time customer service agents as well as management positions for its two service centers located in the Duluth and Interstate 85 area. Required employee criteria only include previous call center experience.
To support its growing auto collateral protection insurance and vehicle title administration businesses, the company opened its new Duluth service center this April. The 70,000 square foot facility is estimated to accommodate up to 685 employees, with most of its new staff being transferred from two other surrounding Atlanta metro sites. In addition, the company has invested an approximate $6.5 million into the new site, including parking for about 700 vehicles. Other service center locations across the US include Ohio and South Carolina, serving clients and customers throughout all 50 states and the District of Columbia.
Moving forward, contact center solutions provider Rostrvm (News - Alert) Solutions is set to announce its financial results from the previous year, posting continued growth. The results? The company – who celebrates their twenty-fifth anniversary this year – stated an increased turnover of more than 10 percent and a corresponding rise in profitability. Not only this, but Rostrvm will also move to new premises.
“We outgrew our previous offices and our new home gives us a great environment with impressive meeting, training and demonstration facilities,” said Simon Wellings (News - Alert) of Rostrvm Solutions. “We're delighted to be working with many long-standing clients, together with more recent customers, and to be able to welcome them in such pleasant surroundings.” In addition, Rostrvm’s call center and back-office applications are specifically designed to enhance customer profitability, productivity and efficiency, the company elaborated in a press release. The company also boasts commercial flexibility, granting customers the benefits of having the right contact center solutions for their business in a customized package that supports their individual needs.
Wrapping up the week is Barbily Games’ unveiling of their enhanced customer service system with its new consumer service ticket system. With this advancement, users will now be able to post tickets as part of this system, where the experienced Barbily staff will then work on them further by tracking and reviewing submitted tickets.
Thomas Watson, senior marketing, PR manager, Barbily Games, stated in a press release, "We wanted to take it up a notch and improve how we communicated with our players. We hope this new ticket system will help us with that and I'm sure players will love it." In addition, Star Supremacy, a space conquest online game which accommodates several players at no extra cost, urges users to “like” their Star Supremacy Facebook (News - Alert) page, where, once their Facebook fan base reaches 500 and 1,000, all Star Supremacy users will be offered gifts. One of these is an Ear Force X11 Amplified Stereo Headset with Chat!, and will be awarded to three lucky winners, but only when the page reaches a whopping 30,000 likes. Log on and get involved, you never know if you might be their next winner!
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