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

September 15, 2012
By Rich Steeves
TMCnet Managing Editor

These days, more and more businesses realize the importance of call centers. In many cases, they are the primary point of contact between a company and its customers. And the outbound call center is just as important as its inbound cousin in terms of building solid relationships. This week, there was a great deal of news, both in the United States and abroad, in the outbound call center space. Here are some of the top stories.

First up, there is some bad news for the people of Baton Rouge, Louisiana. Office supply company Staples has indicated that it will close its Baton Rouge call center by the end of the calendar year. The center was not performing up to company expectations, and company officials stated that the closure was part of its nationwide real estate consolidation.

There is better news for the people of Grand Rapids, Michigan, however. The city has revealed that it will soon be opening a brand new 311 call center. The center will handle be set up to handle questions, concerns and non-emergency complaints from the residents of the city. This will help consolidate the large number of different citizen inquiry numbers that Grand Rapids had in existence.

Another government call center that is opening is one related to the Federal Emergency Management Agency. FEMA recently opened a Hurricane Isaac Flood Insurance Call Center to help residents of Louisiana who have been affected by the recent storm. The call center is meant to provide answers and assistance to any and all residents who have suffered damage or loss due to the hurricane.

In international news, Telstra Corporation Limited, an Australian company, plans to close a call center in Goonellabah, Lismore. Company officials stated that market fluctuations have resulted in staff cuts to compensate for the company’s shrinking business. It will concentrate on call centers at other locations.

And finally, the Communications Workers of America, a media labor union, has issues a video that discusses the impact of call center outsourcing. “This video will remind every voter of what’s at stake in the election. These are real Americans, real jobs and real livelihoods. Our nation’s lawmakers who claim job creation is their top priority should watch this video and either back call center legislation in the House and Senate or explain why they won’t,” said Candice Johnson, CWA (News - Alert) Communications Director.

There you have it! It was a busy week in the outbound call center space. Check back soon for more 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.

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