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It's Friday – a nice spring Friday – and time to quickly observe the week's wrap-up of the happening in the world of call center outsourcing.
The proposed bipartisan legislation called the “U.S. Call Center Worker and Consumer Protection Act” has been generating a lot of headlines lately, for good reason. The bill, an attempt to provide incentives to bring call centers jobs that have been outsourced back onto U.S. shores, has bipartisan Congressional support, the support of the Communications Workers of America (CWA (News - Alert)) union and the stamp of approval of U.S. consumers everywhere. But it appears to be doing something else, as well: inspiring individual states to follow the lead and pass their own anti-outsourcing legislation.
Alpine Access is an online call center outsourcing company that handles everything from client management up to employee recruitment, all using the Internet. About eight years ago, the company formed a partnership with Office Depot, a provider of office supplies and services through 1,677 worldwide retail stores, to offer high-quality customer service and technical support to customers across the country. Alpine Access’s partnership with Office Depo has proved to be fruitful as it has helped the retail giant win the Silver Stevie Award for Contact Center of the Year.
As a provider of call center outsourcing services for over 27 years, Sitel partners with over 300 clients, including many of the world’s leading brands. For organizations looking for an innovative approach to collections, they can turn to Sitel to preserve the customer relationship with a preventive strategy. TMCnet recently had the chance to speak with Steve Copeland, product manager of global collections at Sitel, about how the company manages its advanced collections offering.
Chinese call center operations company Shanghai transcosmos Marketing Service Co., Ltd., a subsidiary of Tokyo-based transcosmos inc., announced that it has obtained certification for the international information security management systems standard ISO/IEC (News - Alert) 27001. ISO/IEC 27001, part of the growing ISO/IEC 27000 family of standards, is an Information Security Management System (ISMS) standard published by the International Organization for Standardization (ISO) and the International Electrotechnical Commission. For Shanghai transcosmos, it will bring confidence in the company's call center data security, said the company.
Merrill Corporation, a company offering technology-enabled services for the financial, legal, health care and real estate markets, recently opened a new Legal Process Outsourcing (“LPO”) center in Chennai, India. The move for the company allows Merrill’s LPO services team to practice critical and routine legal procedures at reduced costs. The center will spearhead LPO services including Managed Document Review, Contracts Management and Corporate Due Diligence Services.
Sound Telecom will complete its 25th year in business on April 1, 2012. Headquartered in Seattle, Washington, Sound Telecom is a nationwide provider of 24 hour Telephone Answering, Call Center and Unified Communication Services. The company offers customers a variety of call center services, including outbound calling campaigns tied to marketing and customer outreach strategies. The company also noted that it will expand its call center operations by opening new call centers across the United States over the next few years.
That's all for this week in the world of call center outsourcing. Enjoy the weekend!
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