Call Recording Featured Article

Risk Compliance Performance (RCP) Solutions specializes in risk management, compliance, communications and outreach programs that help organizations drive performance and positively impact the bottom line. Their services integrate many facets of business, risk, compliance and management to achieve the best results for the clients.

As part of its efforts to establish in the Call Center Services segment, RCP Solutions recently appointed Sharon R. Blake as Vice President, Call Center Services. In this new position, Blake will focus on building and launching the company’s new U.S.-based, bilingual Call Center division.

The new call center will offer service in both English and Spanish. With this service, RCP Solutions targets the high-growth Spanish call center market. The growth of the Hispanic population in the U.S. has created the need for enterprises and large corporations to set aside dedicated resources for Spanish speaking customers. This demand has forced many organizations to outsource their needs to call centers.

Prior to joining RCP Solutions, Blake held management level positions in training, marketing and market intelligence with IMS Health. She has published several industry related articles and received two Dun & Bradstreet (News - Alert) Customer Focus awards. 

"My past experience, specifically that as senior manager for a global client services team supporting technology-based products, prepared me to take on the task of launching this new customer- and client-focused division," said Blake. "We knew we had to find the right combination of people and technology to make this possible. This opportunity has allowed me to leverage my customer service knowledge and technical skills to support the growth and continued expansion of RCP Solutions' services."

The new call center combines state-of-the-art telephony, integrated interactive voice response (IVR) technology and a dedicated team of customer service professionals to support client business needs. The call center provides specialized communications and outreach programs offering inbound, outbound and IVR services. It is also designed to support the growth in RCP's Retirement Plan Management Services Division.

Further the call center can handle all types of communication for large and small projects. It can handle product inquiries, account changes, new enrollment, payment arrangements and reminders, appointment scheduling, and mail response management. The call center technology also supports call list auto-dialing and automated courtesy call messages - delivering clear, concise communication with a personal touch.

"Sharon's 25 plus years of proven leadership and management skills have been invaluable during the hiring, planning and deployment stages of our new service offering," said Caroline Castagno, chief operating officer, RCP Solutions, in a statement. "She recognized the challenge of developing a quality, customer-based service and with the help of her team has succeeded in doing so. Our customer feedback has been very positive."