TMCnet Copy Editor
Each week, we at TMCnet like to take a look back at all of the news coming out of various communication and technology sectors. Right now, let’s take a moment to review the top stories of the week from the Outbound Call Center space.
First up, there is some news from across the pond. This week, the Cornwall Campaigning Action Group released a report called “Pressures on Debtors” outlining the strain faced by British citizens who owe a lot of money. The report stated that a surprising number of Britons are dealing with threatening or harassing phone calls.
“CAB Cornwall has identified the nature and specific impact of such actions and what debtors do to address this. It reports on the failure of some creditors to follow OFT guidelines. This includes the making of unreasonably frequent and oppressive telephone calls at unreasonable times of the day, threatening letters and the refusal to act with authorized third parties, such as the CAB,” said Graham Tierney, chief executive of CAB Cornwall.
For contact centers that are looking to find ways to expand their methods of customer interaction, there was some good news this week. Voice4Net has launched Contact Center HD, which is designed to help companies manage multiple points of contact. The solution covers voice, email, Web, chat, social networks and even mobile interactions. “This technology enables businesses to cater to the needs of their customers, who oftentimes are choosing any number of different media to contact businesses,” said Rick McFarland, CEO of Voice4net.
Also this week, Mindshare Technologies released Outbound Dial, an automated callback service designed to collect feedback from customers. This feedback can then be analyzed for customer service quality.
“Many call centers and service clients already use some sort of follow-up method that measures the performance of their agents, but our clients were looking for an easier, cost-effective option that would increase the quality of customer interactions,” said Jon Grover, VP of product development at Mindshare. “We developed Outbound Dial with this in mind, and have included several features that simplify the process while optimizing outcomes. And because the survey is managed by Mindshare rather than being done in-house, it really cuts down on the potential for fraudulent results.”
All in all, a pretty exciting week in the outbound call center space. Keep up on all the latest news on this topic and more at TMCnet!
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