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

October 20, 2012
By Tracey E. Schelmetic
TMCnet Contributor

Welcome to the end of another week. It’s time to wrap up the week’s events in outbound call center services and solutions.

The Federal Communications Commission (FCC) is getting serious about enforcing the “do not call” registry. The agency soon plans to begin collecting reports regarding the register in order to better track information and enforce rule violations. The FCC recently announced that the Office of Management and Budget has approved the collection of information for three years. 

In other news, the FTC (News - Alert) is promising a $50,000 reward to anyone who can come up with a way to block illegal robocalls.

Read the full article here.

Indosoft (News - Alert) Inc., a provider of contact center technology to medium-sized and large call centers, has appointed iNET Solutions as a certified reseller of its Q-Suite for the Middle Eastern region. iNET Solutions Ltd. is an IT Services company in Ramallah City. It offers IT, PBX (News - Alert) and contact center solutions to its customer base.

Read more at this link.

Strange as it may sound, customer satisfaction, which should be a natural offshoot of any job, is today seen as a means by which companies can differentiate themselves from their competitors. To say, then, that a company's existence depends entirely upon its customers is not entirely untrue, as any day a customer-centric approach will almost certainly bear fruition.

This fact is highlighted in the report titled ‘The Road Ahead – The Future of Field Service Delivery,' which examines the issues that field-based organizations struggle with in today’s economy.

Read more here.

In a major breakthrough for the call center industry that relies on predictive dialers, Sytel (News - Alert) Limited, a provider of predictive dialer software, announced the availability of its predictive dialer as part of the SAP Business Communications Management software, version 7. SAP Business Communications Management is an all-IP contact center suite for inbound and outbound customer communications. The solution helps companies improve customer service and run successful telemarketing and sales programs.

Read the article here.

Allstate Insurance Co. recently announced plans to close a call center in Cross Plains, Wisconsin by the end of this year. Layoffs will affect 214 employees currently working at the facility. Allstate says the call center’s closing is due to "the direct result of improvements in technology, declining insurance claim counts and efficiency gains."

Read the full article at this link.

Harland Clarke, provider of integrated payment solutions, marketing services, security services and retail products, has announced that the company’s marketing team has been using SAS (News - Alert) Analytics to deliver CRM solutions that help banks and credit unions acquire, engage, retain and grow relationships with customers and members.

Read the article here.

That’s all for this week in the outbound call center marketplace. Have a great weekend!

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