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TMCnet's Outbound Call Center Week in Review
Never a dull moment with outbound call centers, as this past week TMC reported that recently, WhitePages unveiled the 10 most aggressive Call Spammers of 2011. Call spam is defined as unsolicited calls or texts to mobile phones from telemarketers, debt collectors and scammers and the list was compiled after an analysis of over 45 million unsolicited calls or texts to its Caller ID customers.
The most persistent spammers in 2011 were telemarketing companies like World Wide Commerce Associates (WCA), Grocery Savings Direct and Courtesy Awards. However, a large chunk of the list was made up of the nation's most aggressive debt collectors.
More than 30 percent of all calls placed to cell phones are from numbers that are not already in people's phone contacts and that nearly 25 percent of these unknown calls are Call Spam.
TMC also noted that Voxeo (News - Alert), a communications provider, has just appointed Anne Bowman to the newly created position of chief customer officer where she will report directly to Jonathan Taylor, CEO of Voxeo.
In a release, Taylor said in a statement, “Bowman is a powerful asset for Voxeo's customers because a tremendous part of our success is gauged by their loyalty. That's why we're so proud of our Net Promoter Score, which is the highest achieved by any business software or telecommunications company. The addition of a CCO role at Voxeo will further drive our customer commitment.”
In her new role, Bowman will drive the company's commitment to its customer-centric culture and ongoing success. Her area of responsibilities will include sales, marketing, professional services, customer experience, culture and human resources.
And TMC had the news that Enghouse (News - Alert) Interactive, a company offering CallRex suite of IP call recording and contact center optimization solutions, introduced the latest CallRex Workforce Management solution, which is aimed to meet the needs of small- to medium-sized businesses.
The company has brought in the new CallRex Workforce Management software as a 4.0 version to match the complementing products in the CallRex Quality Management Suite. This solution is ideal for organizations to graduate from the manual and inefficient methods used to predict and schedule complicated workforces.
In addition, the Version 4.0 of CallRex Workforce Management inherits various other integration options, allowing customers to leverage the real-time and historical data in their call center solutions. The company suggests that the CallRex solution can be configured to integrate with call center solutions such as Syntellect (News - Alert) CIM and many other products on the market.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO registration, click here.
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David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
