January 2010

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Job blow as Shop Direct announces 'devastating' job cuts Home shopping company Shop Direct have entered into a 90 days consultation period with both staff and Unions ahead its proposed closure of its three contact centres in Sunderland, Burnley and Newtown, Mid Wales with the loss of up to 1,500 jobs Shop Direct | read more

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0800 Repair announces recruitment drive as demand soars A national repair company is to almost double the number of staff at its based Dinnington contact centre near Sheffield, following a surge in demand. 0800 Repair | read more

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Virtual contact centre for Liverpool based Advice Partnership Liverpool Advice Alliance is a partnership between 16 charities and advice agencies, which have banded together to pool their resources and offer a more comprehensive service to the local community. Liverpool  | read more

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Desperately seeking agents Utility giant, Thames Water are set to recruit additional agents at their reading based contact centre. Thames Water | read more

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Announce closure of its Essex based contact centre Energy provider E.ON have announced the closure of its Essex based contact centre with the potential loss of up to 800 jobs. Eon | read more

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Announces job creation at Edinburgh contact centre In what can be described as 'bucking the trend' banking giant HSBC have announced the creation of 70 contact centre jobs at its Edinburgh based operation HSBC  | read more

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Delivers strong financial results Company achieves growth delivering multi-channel, workforce optimisation and decision management and analytics contact centre solutions portfolio. ProtocallOne | read more

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Call Centre Management Association Awards 2010 The Call Centre Management Association (UK) are beginning their search for the all Centre Manager, Emergency Control Room Manager, Team Manager and Support Manager of the Year 2010. CCMA | read more

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Poor customer service costing firms Firms lost millions of customers, costing them billions of pounds, in the past few years - often because of poor customer service, according to new research. Customer Service | read more

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Lead Galaxy Opens London based Contact Centre Top lead-generation agency Lead Galaxy has opened a new London call centre to help service growing demand for telephone qualified property sales leads.. Lead Galaxy  | read more

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Set  to create 50 jobs at Limerick based contact centre Limerick based telecoms giant Chorus ntl have announced the creation of 50 jobs at their Limerick Enterprise Development Park contact centre in Roxboro. NTL | read more

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The Taxman's ringing telephone HM Revenue and Customs has come under sever criticism as it has been reported that up to 44 million calls went unanswered last year. HMRC| read more

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Staff cuts announced at its at Berkshire based contact centre Contact centre staff at RBS' the troubled banking giant's Berkshire based Customer Service Centre have been advised that 141 jobs will go in September. RBS | read more

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Job losses at contact centres? Union GMB have claimed that the energy giant are planning up to 5,000 job cuts at their Stockport, Edinburgh, Glasgow, Leicester, Leeds, Cardiff and Oldbury contact centres. British Gas | read more

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Customer Service Strategies will be Top Business Focus for 2010 Genesys identifies ways that businesses can improve the customer relationship and increase the bottom line by £millions in the coming year - Better online experience for customers is key Customer Service | read more

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Contact centres are now a source of surprising opportunities for senior managers - by Neil Lafferty When it comes to working in the contact centre industry too many people still view it as the equivalent of dialing a wrong number in their career. Article | read more

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The futures bright but not at their Bristol Contact Centre It has been announced that Mobile phone company Orange is to close their Bristol operation with the loss of up to 300 jobs. Orange  | read more

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Severe Weather Conditions Fail To Interrupt TouchStar CCS TouchStar CCS’s UK call centre customers continued to receive seamless,  uninterrupted support despite the support centre in Manchester being closed for  two days due to the severe weather conditions of over one foot of snow and night  time temperatures of -17 in the area. Touchstone | read more

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Telephonetics VIP East Dunbartonshire Council contract East Dunbartonshire Council has purchased the revolutionary Contact Centre 59R through the Lagan procurement process. Telephonetics VIPl | read more

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On recruitment drive In conjunction with mobile hone operator, 3 Mobile, Garlands Call Centres have announced the creation of 50 additional jobs at their South Shields based contact centre. CJ Garlands | read more

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Named No. 1 global contact centre provider for 2nd year in a row Sitel have announced it was ranked as the best overall global contact center in the 2009 Black Book of Outsourcing survey. The 2009 ranking marks the second year n a row that Sitel received top overall honour. Sitel | read more

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Live-Agent launches new Virtual Contact Centre (VCC) model The model that responds to changing nature of working Britain - On track to create 2,000 jobs in the next two years Live Agent | read more

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There's More to a Travel Insurance Policy Than Just Money With the news that overseas call centres continue to lead the way in customer frustrations, Go Travel Insurance are today advising travelers to consider customer service, as well as price and level of cover, when choosing a travel insurance policy Go | read more

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Jobs set to go at Glasgow contact centre After a 54% reduction in Government funding, Glasgow based Contact Centre The Student Loan Company has reported that jobs will be lost in an effort to cut costs SLC | read more

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CCA’s Customer Experience Council ended 2009 on a high The CCA have announced that its leading member organisations are scoring high with customers in service delivered through contact centres. CCA | read more

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BSkyB awarded £200m in court case against EDS In a court case lasting over 6 years satellite broadcaster BSkyB have been awarded £200m in damages against EDS who 'failed to deliver' software for its customer service at its Scottish based contact centre.. Sky  | read more

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Appoint Lawrence Dallaglio in key role The Listening Company have announced the appointment of former England rugby star and London Wasps Captain, Lawrence Dallaglio, as sales director for contact  centre outsource company. TLC | read more

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Honoured for Outstanding Innovations Noble Systems Corporation has received a “Product of the Year Award” from Technology Marketing Corporation’s (TMC®) Customer Inter@ction Solutions® magazine for Noble® WFM with Outbound Plus Noble | read more