It was a busy week in the Call Center Services sector. Here are some of the major stories.
Presidio was recently recognized by Cisco (News - Alert) for its achievements in the collaboration market. At the Cisco Americas Customer Collaboration Sales Summit, Presidio was honored with four Cisco Contact Center awards. These include Cisco 2013 Top Contact Center Revenue Partner of the Year and Top Contact Center Express Revenue Partner of the Year for both East and South Regions.
Also, FIS, a provider of banking and payments technology to auto finance industry, will provide call center services to Motor Funding Services, a new auto finance company that provides high-end vehicle leases through automotive dealer groups nationwide. Motor Funding Services selected FIS because of its economical and customizable AutoSuite Virtual Back Office solution, company officials said.
In another story, Input 1’s outsourcing platform is handling the technology and customer service for specialty insurer HCC Specialty. Input 1 provided HCC Specialty’s brokers and customers with a billing option. It leads to faster setup and higher hit-ratios.
It was also reported how running a successful contact center requires a juggling act that few other business functions face. There is an enormous combination of factors – human resources, technology solutions and operations methodologies. Determining which factors are working and which aren’t is tricky, since it’s hard to pinpoint problems and successes. Cloud-based contact center solutions provider inContact recently conducted an online benchmarking assessment to find some of these answers. The company interviewed 378 contact center professionals from a range of industries, including healthcare, business process outsourcing and financial services, to determine where their contact solutions are achieving results and where they're falling short.
And there is some good news for job seekers in Alabama as Sitel, a business process outsourcing provider, has announced that it is hiring 50 new customer care agents for its Hamilton, AL, center. Sitel’s Hamilton center currently employs 400 associates and the new staff will support the existing team.