Hosted Call Center Featured Article

William Fritcher of O'Currance Teleservices Wins "Call Center Home Runs" Contest

By Mini Swamy
TMCnet Contributor

William Fritcher, vice president of sales at O'Currance Teleservices is the proud owner of an iPad. Transera (News - Alert), which offers virtual call center technology on a SaaS basis, declared him as the winner of the “Call Center Home Runs” Contest that ended on Sept. 1, 2010.

Transera, conducted The Call Center Home Runs contest, which captured the call center performance improvement “Home Runs” of companies over the previous month. 

The contest was open to all call center employees in North America with the stipulation that the respective call centers should have achieved significant performance improvement in the last two years. No purchase was required to participate.

Call center Executives, who participated, were presented with a wonderful opportunity to learn about techniques and initiatives that enterprises used to improve performance of their respective call centers.

Executives were able to share their experiences and learn from the successes of others.

Contest entries highlighted a wide range of successful programs that companies had implemented and included how challenges such as agent performance, poor sales performance and low customer service levels had been dealt with.

O’Currance, which provides inbound sales, order processing, market research and direct marketing consulting to electronic and direct response television retailers, scored high because of its double-digit improvement in sales conversion rates and also because it used dedicated agents for a client instead of shared agents.

Mr. Fritcher was delighted to win the iPad but the biggest reward for him was the opportunity to share techniques and methodologies with other call center professionals, helping them to benefit from Transera's program. Another big positive was the fact that he was in a position to learn about new proven approaches from other contestants.

Transera has begun the task of compiling all the contest entries into a consolidated list so that other call center executives can benefit. Details are available at the Transera portal.

A privately-held company based in Sunnyvale, California, Transera has a focused approach and with its innovative products has greatly simplified the operation and management of a call center, especially one that is distributed across multiple locations and uses multiple outsourcers to take calls.