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TMCnet Contact Center Outsourcing Week in Review

By Tracey E. Schelmetic, TMCnet Contributor

Welcome to another edition of TMCnet's Contact Center Outsourcing Week in Review. Here's all the news for the week.

Contact center outsourcing is an ideal strategy for those organizations lacking the means to house their own internal customer care division. While companies once turned to offshore solutions to meet this need on a budget, new internal cost structures are making onshore outsourcing options more viable. A recent Baseline Mag report highlighted how U.S.-based contact centers are getting smarter about their internal cost structures, effectively blurring the financial advantage of the off-shore contact center.

CustomerContactChannels (C3 (News - Alert)), a provider of customer management solutions, announced it has been awarded the Contact Center World's Best Outsourcing Partnership Award. C3 won the contact center outsourcing partnership award alongside its client Universal American, which provides health benefits and services to people covered by Medicare and/or Medicaid.

Hundreds of companies rely heavily on different telemarketing software solutions to generate sales leads. E-mail is a great way to reach out to potential customers, but it’s not always the most effective method. So, while everyone else is trying to discover the latest telemarketing software tips, others should take hold of a traditional theory: cold calling. Yes, cold calling can work. It’s just about knowing how to do it and doing it correctly. Being innovative means doing something differently. If you think about it, not too many people remember the last time they received a cold call or even made one.

Alorica, an outsourcing solutions provider, recently said that it is looking to expand its call center operations in Siouxland, South Dakota beginning immediately. The company hopes to immediately hire more than 150 employees at its North Sioux City contact center. The company says the need for more employees comes from an expansion in its client work.

Global outsourcing services company Sitel is opening a new contact center in Ocala, Florida, and the company has begun hiring the “first wave” of customer service representatives (CSRs), call center supervisors, operations reporting analyst and other managerial support positions. Eventually, the company hopes to staff the new facility with up to 500 call center workers. The new call center is located at 1417 N. Magnolia Drive in Ocala, in the former Taylor, Bean & Whitaker central document processing facility.

That's all for this week in call center outsourcing news. See you again next week!

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