Outbound Call Center Week in Review

By Stefania Viscusi
Assignment Desk Editor

This week in outbound call center news, there was a lot of activity around new call center openings and product updates and improvements.

TCN, a provider of cloud-based call center technology released its updated version of Platform 3.0, which offers enhanced agent to customer interaction and detailed reporting capabilities.

Dan Chaney, collections and recovery operations manager and vice president at a financial services company said the new platform has helped streamline and improve in-house call center operations. "The addition of details within the agent dashboard, including call history and service tips, has helped reduce the average inbound call time and allowed our agents to service our customers more efficiently."

Sitel, a customer care provider also announced this week that it’s hiring 160 permanent and seasonal customer service agents at its Ocala center. This is in response to recent business growth and will include management positions as well as front line coaches.

In response to a need to serve customers around-the-clock, NCR Silver also announced it now offering 24/7 support. While the domestic call center previously closed at 12am, this would cause issues for retails customers and restaurants located on the West coast. Also the new hours will offer support needed for many of its business customers to expand into newer regions and markets.

Embraer Executive Jets, a private aircraft manufacturer that offers  jets operated across fifty countries recently announced it also expanded its 24/7 contact center with the addition of a new facility at the company headquarters in Sao Jose dos Campos to provide operations, technical and maintenance support.

Finally, a call center operation is nothing without happy customers. This article details how call centers can turn call centers into a happier place for both agents and customers.

 That’s all for this week. For all the latest Outbound Call Center news as it happens, check back here. Until next week…