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March 2010

Santander - First Ashford closure - Is Whitley next on the agenda?

After the announcement last month of the closure of its Ashford contact centre, Click Here, the Spanish banking giant has announced possible plans to close its contact centre in Whitley Near Portsmouth with the loss of up to 160 jobs at the end of the year.

Santander | read more

Wallace & Grommitt's Wrong Trouser Day

Please show your support this Wrong Trousers Day and wear your PYJAMAS to work, school or nursery on Friday 25th June and donate just £1 to help sick children in hospitals and hospices across the UK.

Wallace & Grommit  | read more

Aspect Appoints Steve Boakes as Channels and Partners Manager

Aspect have announced the appointment of Steve Boakes as channels and partners manager, Northern Europe. In this role, Boakes will be responsible for developing new and existing sales channels, building strong partner and system integrator relationships, and developing business and sales strategies to support Aspect's indirect channel objectives and targets.

Aspect | read more

VOICE wins international award

VOICE clinched the Best Outbound category at the Contact Centre World Awards, after demonstrating a high level of creativity, results and integration using outbound communication tools.

Voice | read more

Aspect & Datapoint Ireland announce channel reseller agreement

Datapoint to introduce Aspect's market-leading products into the Irish contact centre market -

Aspect | read more

Top Five Reasons Companies Outsource - Sitel Corporation

Research shows that outsourcing works and organizations are seeing greater than expected savings - Every organization has a different reason for outsourcing, and implementing a clear strategy and goal structure is important.

Sitel | read more

New fines for silent calls

Silent calls from call centres can be annoying for consumers - but soon offending companies could be fined up to £2 million.

Ofcom | read more

Customer Consulting welcomes contact centre report

The customer and change management company Customer Consulting Ltd (CCL) has welcomed the findings of the ‘UK Contact Centre Decision-Makers’ Guide 2009’, a report which examines the performance, operations, technology and human resources aspects of UK contact centre operations.

Customer Consulting | read more

Latest Datamonitor white paper commissioned by Teleperformance UK reveals new trend to generate large and immediate cost savings for in-house contact centres

Teleperformance | read more

Increase to maximum penalty for making Silent Calls

The Department for Business will shortly be announcing that Parliament will be invited to approve an increase to the maximum penalty that Ofcom may impose on those found to be making Silent Calls.

Ofcom | read more

Is your current call recording solution offering you the security that your organisation needs to enable compliance with PCI DSS guidelines?

Cybertech | read more

Taking the initiative to bring contact centres back to the UK

Sharon Stephens and Rachel Bryan, directors of leading translation and interpretation company Veritas Language Solutions Ltd, are setting up a multilingual contact centre service, available to UK businesses.

Veritas | read more

ProtoCall One & Empirix announce partnership

ProtoCall One and Empirix have formed a partnership in the UK to deliver a unique testing and monitoring service for contact centres that use Genesys technology. By enhancing Empirix’s testing and proactive monitoring services portfolio with new a ‘find, diagnose and fix’ capability, this partnership allows Genesys customers to benefit from both companies’ offerings for the first time.

ProtocallOne | read more

Barclaycard announce decision to close Glasgow contact centre

Credit card giant Barclaycard have announced the closure of its Glasgow based contact centre with the loss of 350 jobs with the work being transferred to their Cardiff operation.

Barclaycard | read more

Virgin Atlantic announce plans for new Swansea contact centre

Virgin Atlantic Airways have announced plans for a 200+plus contact centre to handle sales and  customer enquiries in Swansea.

Virgin Atlantic  | read more

Aspect Positioned in the Leaders Quadrant for 2010 Magic Quadrant for Contact Centre Infrastructure Worldwide - - Evaluation Based on Completeness of Vision and Ability to Execute

Aspect | read more

Profiting from onshore Outsourcing During the Recovery

The onshore contact center outsourcing sector has evolved considerably since the beginning of the recession. This report will analyze trends in major western markets, and will provide insight into the competitive challenges facing outsourcing vendors aiming to provide domestic delivery of services.

Outsource | read more

Emirates dials up new Jobs for 10th birthday present

Emirates Airlines have announced the creation of 60 new jobs as it celebrated the 10th anniversary of its fast-growing contact centre.

Emirates  | read more

78% of contact centres use wipes for health & safety

UK environmental chemistry and infection control company BioGenn Services have announced the launch of the industry’s first dedicated maintenance and hygiene communications wipes.

BioGenn | read more

New product will enhance complex applications

Jacada Ltd have announced the launch of Jacada® Advisor, a new product designed to help results-driven customer service organisations seeking to improve the usability and user efficiency of key applications.

Jacada | read more

Garlands commits to staff development

Signs up to Government Skills Pledge, gains re-certification as an Investor in People, launches new training and qualification initiatives and is Shortlisted for Learning, Training and Skills award -

Garlands | read more

Maximise Predictive Dialler

Magnetic North provides specialist software dedicated to the call and contact centre environments. We have offices in the UK and the US, and use customer feedback to drive our product roadmap, delivering upgrades and new releases free of charge to our supported customers.

Magnetic North | read more

Desperately seeking agents for Derry contact centre

After a series of 300 job redundancies and the closure one of its two contact centres last year, Derry based outsourcer Stream International have announced the creation of 75 new positions.

Steam | read more

RAC - Record call rates recorded

With cold temperatures continuing across the UK and the worst winter weather for 30 years, the request for motoring assistance through the RAC's contact centres have hit record highs.

RAC | read more

Speech Impact Academy Helps Harness the Power of Voice

Decline in Business Travel has made Telephone Interaction more Crucial than Ever; Speech Impact Academy Features Europe’s Leading Communication and Presentation Expert

Plantronics| read more

Call centres find their voice

Ian Turner, General Manager Northern Europe at Nuance Communications - Excellence in customer service has been touted as the big differentiator in a struggling economy. Despite the phone remaining the dominant communication channel when contacting a call centre, many companies fail to grasp, or at least demonstrate an appreciation of the potential to improve the customer service experience through this medium

Nuance | read more

118118 - Set to close Plympton contact centre

It has been reported that directory assistance company 118118 are to close their Plympton contact centre in Devon with the loss of up to 180 staff.

118118 | read more

beCogent Glitzy ‘Oscars’ Event

Staff at Scottish-based contact centre beCogent followed by example after proudly seeing Chairman, Dermot Jenkinson pick up the accolade of Entrepreneur of the Year at the Entrepreneurial Exchange Awards in November. Fourteen of the firm’s top performing employees were rewarded at the Company’s glitzy annual Oscars event, held in Tiger, Tiger, Glasgow in January.

beCogent | read more

Rostrvm Solutions releases 'Contact Point Management'  

The contact centre is being bombarded by demands for change from every angle. Drastic changes in the economy have caused everyone to rethink their buying and spending; customers are expecting service faster, better and through a diverse range of media; new regulations continue to be rolled out, affecting how operations are run; and internet technology continues to have a huge impact.

Rostrvm | read more

AA set to launch household 'handyman' service

It has been announced by the AA that they are to launch a new service in which trained professionals will go to the rescue of stricken householders to fix problems ranging from broken boilers to leaking taps.

AA | read more

'Virgin supplies network to Accord & Ashram Housing Assoc

It has been announced by Virgin Media Business they the company has won a contract from the Midlands-based Accord and Ashram Housing Associations for a new contact centre platform and network for residents.

Virgin Business | read more

Respondez - Job boost at Contact Centre

Respondez, the Hartlepool based outsourcer, is on a recruitment drive following the company's announcement that it had become certified to provide services covered by the Financial Services Authority regulations.

Respondez | read more

Sky set to create 550 jobs at new Stockport based Contact Centre

Media giant Sky have announced the creation of a new contact centre in Stockport with the creation of 550 new jobs.

Sky | read more

Taxing times at HM Revenue & Customs Contact Centre

A report Published by Government Ministers have slated the performance of HMRC's contact centres highlighting low morale and poor leadership as critical factors based upon a staff survey conducted  February 2009.

HMRC | read more

Aspect set to demonstrate the Benefits of Unified Comms at UC Expo

Aspect have announced it will be showcasing its unified communications applications for the contact centre and discussing its UC services offerings at UC Expo 2010 on 10-11 March 2010 in Olympia, London.

Aspect  | read more

Acoustic Engineering in Contact Centres Can Increase Productivity

Recent studies have revealed that British businesses are losing a fortune due to distractions and stress caused to their employees from high levels of noise in the workplace. This is especially true in contact centres, which are claimed to be the fastest growing business sector in the world and are an organization’s first point of contact with existing and potential customers.

Acoustic | read more

FirstInfo Contact Centre Sold - Jobs safe

FirstInfo call centre, part of FirstGroup transport operations company, which primarily handles ticket sales and train enquiries has been sold to Indian BPO Intelenet Global Services in a deal thought to be worth £45m.

FirstInfo  | read more
March 2010 - Index