Outbound Call Center Featured Article

TMCnet.com's Outbound Call Center Week in Review

By David Sims
TMCnet Contributing Editor

This past week, reporting on the outbound call center space, TMC’s (News - Alert) Mimi Swamy noted that in a bid to create jobs and keep them onshore, CSG (Culture Service Growth), which offers outsourcing tools, announced that it had agreed to provide call center outsourcing support to two more Fortune 500 companies.

On signing an agreement to that effect, Tim Montgomery, the CEO of CSG said that “adding these new Fortune 500 partners to our client list greatly increases our ability to create and keep jobs in America.”

With its proprietary model, CSG has gained a reputation for helping clients gain a competitive advantage and has adopted an “employee driven culture” that has augmented its growth. Expansion of its San Antonio based call center enabling it to cater to current and future growth is testimony of its continued commitment to fuel onshore jobs.

The new CSG location is planning to increase its employee base by more than 300 employees. CSG's dedicated team of reputed experts has advised some of the world’s most recognized and celebrated customer care organizations.

Montgomery added, “we are very fortunate to have high caliber employees that are focused on every contact as an opportunity to create memorable service experiences.”

Also this past week, Raju Shanbhag reported that SAS (News - Alert) announced that its SAS Rapid Predictive Modeler was selected by Malaysia Building Society Berhad (MBSB) to get insights about customers.

With SAS Rapid Predictive Modeler, business analysts and subject-matter experts with limited statistical expertise can generate their own predictive models based on their specific needs and business scenarios.

MBSB plans to grow its retail assets –personal financing and home mortgage products through intensive product development and new marketing campaigns. With this agreement, the company also looks to establish its position as a reliable corporate financial provider.

As a small financial institution, MBSB can provide advantages such as efficient decision making, personalized customer service, flexibility and fast turnaround time. The company has no plans of competing directly with existing financial players.

And this week TMC had the news that Gila Group, a company offering outsourced collections, payment processing and call center services to financial institutions nationwide, launched SmartDialz service offering focused on targeted dialing campaigns.

Jason Schmer, vice president of New Services said they have developed credit union-specific technology to service members more efficiently and at a lower cost to their client.

“This technology allows us to implement specific strategies for each credit union, maximizing right-party contacts (RPC) to delinquent credit union members, thus lowering delinquencies,” he added. The SmartDialz service involves advanced, integrated out-bound dialing algorithms to consistently predict best available contact times.

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