Outbound Call Center Featured Article

TMCnet's Outbound Call Center Week in Review

By David Sims
TMCnet Contributing Editor

There’s always something happening in the field of outbound call center, here’s some of the top news for the week:

TMC’s (News - Alert) Mimi Swamy noted that Npower, which is one of Britain’s largest energy suppliers across the United Kingdom, has been recognized as ’best in sector’ class for utilities and also for excellent services rendered in the contact center.

While it was awarded the top spot for utilities, it also received the silver medal position in the 'Large Contact Center 'category. The energy company's call center figured in the top 50 in the United Kingdom and overall Npower was awarded 21st spot in the league of 50.

Npower has been awarded platinum status in Business in the Community’s CR Index and is one of twenty-nine companies to have achieved the Community Mark since its launch.

Over a period of three months, independent researchers judged Npower on the basis of several criteria that reflected their skill, expertise and professionalism. Inquiries of all types were initiated throughout the day in an effort to assess the attitude of the call center while dealing with customers of all types.

"This is a really proud moment for everyone who works in our contact centers. It’s external recognition of what we already know: that we are dedicated and passionate about helping our customers and making sure that they experience a first class service,” said Julie Jaglowski, customer services director at Npower.

Also, TMC’s Nathesh wrote that Concerro, a healthcare Software-as-a-Service (SaaS (News - Alert)) company, announced that its new ShiftPredict schedule modeling tool was demonstrated at the ANCC National Magnet Conference, October 4-6, 2011 at Concerro booth #401 at the Baltimore Convention Center.

The objective of the ANCC National Magnet Conference is to describe the implications of a changing healthcare delivery system on nursing's delivery of care across the continuum and discuss the art and science of nursing as it relates to leadership, practice, and outcomes.

According to Concerro, ShiftPredict helps healthcare providers create more accurate staffing targets on their schedules.

It identifies flexing tendencies on a shift-by-shift basis so that they can be prepared in advance with call-in or call-off sheets. It saves staff from getting frustrated due to inconsistent and unpredictable scheduling. The solution is capable of enabling hospital managers expertly navigate the many complexities inherent in scheduling to build more effective staff schedules with accurate targets and flexing needs.

As with all Concerro products, ShiftPredict too includes training, implementation and consulting services by Concerro clinicians highly knowledgeable in industry and professional standards, including Joint Commission staffing effectiveness standards and state regulations.

And Calvin Azuri wrote that StratusLIVE, creators of the StratusLIVE for Fundraisers, one of the leading Microsoft (News - Alert) Dynamics CRM-based Constituent Engagement and Fundraising Suites recently announced its general availability for the 2011 version. CRM/xRM platform from Microsoft: Dynamics CRM 2011 is what is powering up this 2011 version.

StratusLIVE makes complete use of the futuristic Microsoft Outlook experience that is currently available with Microsoft Dynamics CRM 2011. In a release, Jim Funari, StratusLIVE’s CEO says, “User adoption continues to be the Achilles heel of most system initiatives, which leads to unrealized improvements in both productivity and top line growth. Users desperately want a familiar user interface and what could be more familiar than Microsoft Outlook, with over 500 million worldwide users.”