TMCnet's Outbound Call Center Week in Review

By Monica Gleberman
Contributing Writer

Outbound Call Centers have become an essential tool for businesses to reach a mass amount of people. Outbound centers rely solely on call center agents to make outbound calls – whether it is telemarketing, sales, fundraising, or surveys. A lot of call centers handle both incoming and outgoing calls, but can be a little more expensive. If a business doesn’t have a high incoming call volume, but is in need of outgoing calls, then an Outbound Call Center might be the perfect solution.

This week, TantaComm (News - Alert) announced that it would be implementing its new ‘Centralize’ solution to help merge multiple applications and platforms. Ruben Moffett, chief operating officer at TantaComm explained, “Centralize is a solution to help standardize these disparate operations into a singular platform facilitating economies of scale and consistency,” said Moffett.

The solution can be used alone or in conjunction with other software to create the ultimate product suite. Mini Swamy, TMCnet Contributor, reported on the announcement saying this product will help make business processes happen easier. “The solution, recently formalized for broader distribution is expected to help customers aggregate all call center operations and platforms into a centralized location. Having everything in one central place will help streamline quality monitoring and also consolidate data analysis.”

TantaComm solutions are available through the company’s website.

Read more information about ‘Centralize’ here.

Also this week, Richardson (News - Alert) introduced its own platform to help with training. The company, who handles global sales training and strategy, said it would be introducing, Richardson QuickCheck. The solution helps train salespeople by e-mailing them training information in small doses via their mobile device.  

Jyothi Shanbhag, TMCnet Contributor, explained, “The company has unveiled this new email-based program to help salespeople receive bite-sized learning every day on their mobile devices. It combines a ubiquitous technology with a proven method for extending learning to ensure that knowledge is retained and training investment is optimized,” said Shanbhag. “Salespeople can install the new Richardson QuickCheck, to receive customized, scenario-based situations on their mobile device or laptop. These scenarios help apply key best practices learned in the classroom or virtual training to their most challenging situate ions in less than five minutes a day.”

Dario Priolo, Richardson’s CSO, said being able to apply these new tools in the field is essential to help with training. “Richardson’s new QuickCheck is an adaptive learning tool that uses repetitive learning tailored to individual responses to promote mastery.”

Read more about Richardson’s QuickCheck here.

Finally, Rite Response, a company that specializes in providing alternatives to in-house call center services, revealed it would be adding a new business continuity service to help ensure all business transactions would be completed without interruptions.

Nathesh Rit, TMCnet Contributor, said the new service was built to stay online and handle all incoming calls during an emergency situation. “Rite Response’s service is available around the clock and is built with a robust infrastructure. Calls are transferred to the appropriate staff so that they are handled properly when businesses need it the most,” said Nathesh.

Rite Response claims that the new service will act as a “virtual assistant” and help keep the main lines of communication open for any major catastrophe. “Its business continuity phone answering service program brings together live and automated answering services supported by state-of-the-art technology, dual-redundancy, and uninterrupted availability.”

Read more about the new continuous call service here.

Don’t forget to keep checking TMCnet.com for the latest in Outbound Call Center news.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.