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February 2009

Standard Life - Staff cuts

It has been reported that Financial Services Company Standard Life is to axe 195

staff in its distribution division as part of a move to scale down the company's

contact centre operations for Independent Financial Advisors

Standard Life | read more

Aspect Successfully Completes Microsoft Unified Comms Program

Aspect Recognised as One of the First Companies to Complete Voice Certification Program for Microsoft Office Communications.

Aspect | read more

Hosted IVR Services Offer Tremendous Growth Potential

The automation of simple customer interactions has remained the major driver for the hosted IVR services market in general.

Promero  | read more

Confused British Adults Strain 999 Resources

Almost two thirds of British adults are wasting valuable emergency services

resources by dialling 999 in non-urgent situations, according to research

commissioned by ntl:Telewest Business.

Telewest | read more

Jobs cuts at Derry Contact Centre?

Staff at Stream Global Services' Derry contact centre were in fear of losing their

jobs after the company announced that it has lost major contracts

Stream | read more

New training toolkit increases Contact Centre business awareness

Connections (Oxford) Ltd, the training experts, announce the launch of

bluepotential, an innovative development programme which targets the need for

improved commercial awareness and general effectiveness of mid-line managers

Blue Potential  | read more

Explain expands and moves into a new contact Centre

Explain Market Research is to open a specialist call centre in Jesmond to provide

space for additional staff at its HQ. The Newcastle based company is investing

£40k to equip the centre, where 14 of its existing 26 staff will be moving in April

Explain | read more

Six Unified Communications Applications for Contact Centres

Aspect Introduces Six Unified Communications Applications for the Contact Centre

to Help Companies Reduce Maintenance Costs 20% & Improve Productivity 20%

Aspect | read more

GoResponse - Awarded GamCare Certification Status

GoResponse is the first centre of its kind to achieve GamCare certified status.

GoResponse has centres in the UK and in Spain that provide a wide range of

services, 24 hours a day.

Goresponse | read more

 

You can't get better than a Kwik Fit.....agent!

Contact Centre worker Stephen Carella has scooped the top prize at the recently held 'Kwik Fit Insurance Employee of the Year awards' hosted to recognise the top performers from all areas of the business

Kwik Fit  | read more

Contact centre workers all hung up on love

Young lovers have always had a problem hanging up on each other. Only after saying goodbye a hundred times can one of them finally pluck up the courage to actually put the phone down.  

Love  | read more

NextiraOne scores new success with Chelsea FC

NextiraOne, have signed a new three-year maintenance contract with Chelsea Football Club. The new contract, signed in January, builds on the long-term working relationship between the club and NextiraOne.

NextriaOne | read more

Welsh Contact Centre Forum Awards

The 11th Welsh Contact Centre Awards, where over 450 professionals from an

industry that pumps £400m into the Welsh economy get together to celebrate

success - Sandra Busby is the Host

Welsh Awqards | read more

Macfarlane & Lagan offer councils an enhanced end-to-end solution

Macfarlane Telesystems and Lagan have enhanced their existing joint contact centre offering for Local Authorities and other public sector bodies in Scotland.

Macfarlene | read more

Calls for multi-channel engagement in UK call centres

ProtoCall One has collaborated with Alcatel-Lucent to create a white paper designed to help contact centre managers plan for multi-channel communications with customers.

Proptocallone | read more

Less than one in three contact centres using CTI

Research suggests that most call centres in the UK are not taking advantage of

Computer Telephone Integration (CTI) technology. Rostrvm Solutions’ research

has shown that most contact centres in the UK are not optimising contact centre

performance with only 31 per cent of call centres using CTI as part of their

customer contact operations.

Rostrvm | read more

Grattan Mail Order set to close - 800 job losses

It has been announced that Mail order catalogue company Grattan is to close its

Bradford based contract centres with the loss of up to 800 jobs.

Grattan Freemans  | read more

World's first online benchmarking study

World’s first Online Benchmarking Study for Contact Centre Industry launched 86%

of organisations polled participate to compare their performance to peer group

businesses

Dimension Data | read more

Announces County's contact centre successes

Yorkshire Forward, the agency responsible for the promotion of Business in

Yorkshire have announced the recent success in Yorkshire based contact centres.

Yorkshire Foward  | read more

£20m expansion drive which create 900 new jobs

It has been reported that Gem, the Irish based contact centre outsource company

with contact centres in in Belfast and Londonderry, will create the posts over the

next three years at new locations across the region.

Gem | read more

On recruitment drive - 600 jobs created

It has been announced that outsourcer vertex are to create up to 600 jobs at their Knowsley contact centre targeting staff who were made redundant by the closure of Littlewoods division Shop Direct

Vertex | read more

HMRC's Tax Helpline inundated with calls

struggling taxpayers and small businesses have swamped Government helplines in the last fortnight asking to defer tax payments due by midnight tomorrow.

HMRC | read more

Promero - New low cost hosted call centre software

Promero announced a new low cost hosted software as a service [SAAS] call center software package focused directly at the small to medium size call center client.

Promero | read more

Connaught appointment to drive expansion in contact centre services

Michael O'Toole has joined Connaught Compliance Ltd, Britain's largest provider of health and safety risk management and compliance services, to develop its outsourced contact centre services.

.Connaught | read more

Set to Close Contact Centre - 100 Job Losses

It has been announced that Motoring Assistance company RAC are to close their contact centre in Bishopbriggs with the loss of up to 100 jobs.

RAC | read more
February 2009 - Index

HomeServe boosts contact centre productivity with Corizon

UK’s leading home emergency insurer further boosts call centre productivity using

Corizon to simplify agent desktops and increase efficiency

Homserve | read more

Fredrickson collects the benefits of unified contact centre operations

Fredrickson Holdings have centralised its 3 disparate contact centres, introducing innovative technology to create a standardised and flexible customer service operation.

Freds | read more

Investment in Unified Communications technologies in 2009

Businesses and contact centres will increase their investment in Unified Communications (UC) technologies in 2009 despite the global downturn in the economy

Unified  | read more

Redundancies announced at Capita

Capita, the outsourcing group, have announced a series of redundancies primarily at their contact centres in Sheffield and Nottingham.

PC World | read more

Staff Snowed in? Perhaps a strong case for homeworkers?

Snowed in, but still keeping the customers happy - why homeworking makes even more sense during extreme weather conditions

.Sabio | read more

Scottish & Southern Energy's Cumbernauld centre officially opened

A new customer service centre employing about 700 workers in Cumbernauld, North Lanarkshire, has been officially opened by First Minister Alex Salmond

Rostrvm | read more

Outsourcer Gem creates new jobs after contract win

Gem has secured a new customer service contract which has the potential to create 70 new jobs in the city. Gem currently employs nearly 1,000 workers at its sites in Belfast and Derry.

Gem | read more