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

December 01, 2012
By Tracey E. Schelmetic
TMCnet Contributor

It’s the end of the month, the end of the week, and time to check out the week’s happenings in outbound call center news.

Fayetteville, North Carolina will shortly see a new call center opening in the city thanks to Florida-based business process outsourcing provider, Sykes (News - Alert) Enterprises. The new call center will initially employ 150 people, but the company has a long-term goal of hiring 500 employees, according to a company spokesperson.

Read the full article here.

Synchronoss Technologies (News - Alert) (News - Alert) has been selected by Mediacom Communications to provide a mobile customer care application for its users. According to Synchronoss, this new mobile customer care application helps customers of Mediacom Communications get immediate and simple access to Mediacom customer service with the help of a smartphone or tablet.

Read more on TMCnet here.

While companies that outsource jobs to foreign countries often have a mixed bag of results and experiences with the venture, one company – a Michigan newspaper – found that the move turned out to be what it’s calling “a horrible experience.” Two years ago, the Mount Pleasant (Michigan) Morning Sun decided to save some cash by sending a portion of its customer service operations to a call center in the Dominican Republic. The facility handled calls from newspaper subscribers with non-delivery complaints.

Read the full article here.

Business process outsourcing giant Convergys (News - Alert) (News - Alert), which had announced plans earlier to open a 1,000-seat call center in Jamaica, has said it is putting those plans on hold for the moment. Last December, the Cincinnati-based company announced that it would be investing millions of dollars in the new call center in Montego Bay, St. James.

Read more here.

Businesses and government entities alike have long known that contact centers play a very large role in the success of an operation. What businesses especially are having a problem embracing is the right approach in order to truly get the centers to operate with peak efficiency. A new study by the Customer Contact Association (CCA) underlines yet again that in order to truly get the most out of a call center, making sure the customer is happy when the call is ended is the biggest key.

Read the full article here.

That’s all for this week in outbound call center technologies and services. See you again next week.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

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