Outbound Call Center Week in Review
May 10, 2014
The call center industry has been eventful these last few weeks. Numerous announcements of new call centers opening, hirings, partnerships and solution partnerships have filled the headlines. The outbound call center specifically, has seen its share of announcements focused primarily on those call centers handling outreach to customers.
Ifbyphone (News - Alert) added automated outbound agent dialing as a new feature has to its call distributor solution.
The feature is said to make the time spent calling out to customers more efficient by allowing agents to quickly and easily toggle between call distributors in a drop-down menu.
Also this week, Hyatt said it is working with Unify and Arrow S3 to enhance the way agents in their contact center work, in particular, to help improve responsiveness and streamline internal processes.
"Unify and Arrow S3 understand what makes today's contact center tick – agents need a complete arsenal of easy to use communication tools at their fingertips, and managers need comprehensive analytics tools that deliver accessible and actionable metrics on every interaction," said Chris Hale, vice president of reservation services, said Hyatt, in a statement.
The call center industry has been touted as a good environment for training the workforce and getting them started on their career paths. This, combined with the uptick in green-related jobs offered by the “Pathways Out of Poverty,” federal program, have increased attention to hiring onshore in the call center industry.
For those companies still OK will shipping call center jobs overseas, this year’s Tholon’s Top 100 Outsourcing Destinations Report uncovered that Cebu is becoming a top outsourcing destination. It ranked eighth on the list according to outbounders.com.
Other global outsourcing spots include Dublin, Ireland, Krakow, Poland, Bangalore, Chennai and Pune.
Finally this week, Five9 (News - Alert) released an interesting study and infographic that looked at the risks of not supporting social customer service and why it’s an important factor for businesses to consider.
According to the study carried out by the International Customer Management Institute (ICMI) and Five9, 60 percent of companies are not formally supporting social customer care. But the warning about the need to get with social media customer care is very real. Companies ignoring social media are putting their very existence on the line. Check out the infographic and full story HERE.
That’s all for this week.
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