Call Center Operations

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November 01, 2011

Nebraska Call Center Receives $505,000 Grant to Expand Operations

By Jamie Epstein, TMCnet Web Editor


Unemployed Nebraskans get excited because new jobs are headed your way! Gov. Dave Heineman of the “Cornhusker State” has just given the city of Columbus a grant worth $505,000, in order to enhance call center operations in the region.

The newly awarded grant was presented to Little Canada, Minnesota-based Apogee Retail, LLC with the intention of providing the company with funds needed to purchase the required software and equipment to run a call center, as well as a portion of the money to be allotted to renovate the call center operations location which just happens to have previously been a Walmart.

Apogee Retail first opened its call center operations in Columbus back in April 2008. At this current time, the company employees 572 full- and part-time workers.

The company is expected to fill 100 new full-time positions in the call center in the near future, a recent Businessweek article revealed.

The entire call center operations project is expected to total around $1.3 million, which includes an investment from the company and a loan from the city.

Call centers can provide multiple services including managing outbound and inbound calls and assisting customers with problems or questions in regards to a product or service. In this particular case, due to the fact that the company sells clothing and other household items, agents must be continuously updated on just released products or if there happens to be a change in prices.

To help agents receive the information they need, Knowlagent a provider of call center operations, has devised a way to turn idle time where agents are usually waiting for the next call to pick up into Active Wait Time where crucial documents and other shrinkage activities can take place. Some of these other important shrinkage activities include training, coaching, after-call work, administrative tasks, social and informal training, human resource initiatives and assessments.

The company’s RightTime platform can be utilized to increase efficiency in the workplace, while simultaneously ensuring that agents remain in the loop with internal communications.


Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Carrie Schmelkin




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