Call Center Services Expert Launches New Call Center Division

Provider of risk management, compliance, communication and outreach programs Risk Compliance Performance (RCP) Solutions has appointed veteran call center expert Sharon R. Blake as vice president of call center services.

Blake will launch the new U.S.-based, bilingual (English and Spanish) Call Center division. The division combines telephony, integrated interactive voice response (IVR) technology and a team of customer service professionals to support client business needs.

"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.”

RCP Solution's call center provides specialized communications and outreach programs offering inbound, outbound and IVR services. The service is customized to meet clients' business needs, as well as to expand and support the growth in RCP's Retirement Plan Management Services Division.

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

"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,” said Blake.

Blake's previous roles included 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.

RCP Solutions specializes in risk management, compliance, communications and outreach programs that drive performance and positively impact the bottom line.

Edited by Carrie Schmelkin