TMCnet Outbound Call Center Week in Review

By Ashley Caputo
TMCnet Web Editor

This week we have seen how companies are helping to boost employment opportunities and promote better service options in the ever changing platform in 2013.

Our country is still recovering from a devastating economic depression that has left many American’s jobless, outbound call centers have become increasingly overwhelmed by unemployment claims in Pennsylvania because of a $30 million cut in federal funding for its unemployment contact center. People who are calling these centers are receiving busy signals and are unable to get their claims through, essentially slowing down the process of getting their unemployment money. The only advice that can be given to people trying to make claims is to call on days that are less busy and hopefully the technical difficulties will be addressed.

On a brighter note, to help the issues with unemployment and escalating debts that are going into collection, the Account Control Technology plans on hiring 300 new workers in its Dallas call center. To help with the collections volume and create recovery solutions Account Control will promote its new rules designed to help crack down on bad practices from debt collections, while tackling problems that US citizens face: debt issue and unemployment.

 Calabrio has already achieved large growths in contact center workforce optimization and analytics, reporting that in 2012, it earned more than 3,400 customers. Its solution has been adapted by many contact centers because of its comprehensive suite of workforce optimization software. Along with its customer growth and revenue, Calabrio (News - Alert) was placed in the 2012 “Visionary” quadrant in Gartner’s 2012 Magic Quadrant for Contact Center Workforce Optimization, making it Calabrio’s fifth year of inclusion in the report. 

For more exciting news on product development, Acqueon has designed solutions and partnerships for businesses to choose from in an effort to create a one-stop-shop contact center with designated partners and solution packages. With partners around the world, including Microsoft, Cisco, Avaya, Voxeo and Dialogic (News - Alert), and will be demonstrating its products and multi-channel solutions. Just this past week Acqueon demonstrated its new product at ITEXPO Miami.

Stay tuned next week for the latest news in Outbound Call Center!