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TMCnet Outbound Call Center Week in Review

February 23, 2013

It was another busy week in the outbound call center sector this past week. Here's a look at some of the top stories.

Sky Deutschland's new service center opened on Monday in Teltow, Germany. International service company Serco is helping Sky Deutschland by providing a range of customer services, including operating inbound frontline services in addition to back office and specialist support.

Managing director of Service Serco Global Services, Jerry Benson stated, “We are delighted to be working in partnership with a leading and innovative brand such as Sky. We will bring our substantial experience in the transformation of customer contact services to deliver tangible improvement for Sky and its customers in Germany and Austria.”

SatCom Marketing was this week awarded with the 2012 Time Warner Cable Quality Vendor of the Year Award. SatCom (News - Alert) is a teleservices vendor that specializes in inbound and outbound sales and contact center services for industries including cable and telecommunications. The company won this award for the second consecutive year by demonstrating best call quality and compliance to national telemarketing standards of conduct.

Meanwhile, TollFreeForwarding.com began offering a 30-day free trial of its toll-free international phone number forwarding services or up to $10 of calling. During this period, businesses will be able to access the company's suite of call forwarding services, with advanced features aimed at today's growing businesses.

A toll-free international number allows organizations to establish a local presence with international regions by way of a local, recognizable phone number. Businesses can either continue using this service on a month-to-month basis after the trial period ends, or cancel it.

In other news, Marketo's (News - Alert) marketing automation solutions were able to generate a five-fold return on their initial cost of investment for NewVoiceMedia within a year of deployment. NewVoiceMedia (News - Alert) was able to optimize use of its sales and marketing resources by way of improved sales force productivity and sales efficiencies.

Indeed, after employing Marketo's marketing automation solutions, NewVoiceMedia experienced a 75 percent increase in sales acceptance from marketing leads, while unified lead generation, scoring, nurturing, optimized sale insight and a robust social marketing platform led to improved revenue performance.

Lastly, Pieroth Wines was able to improve the quality of its customer service in direct wine sales through a strategic partnership with Azzurri Communications. Azzurri's comUnity service platform offers a fully managed WAN and firewall, a single telephony platform and system-wide reporting tools to improve Pieroth's direct sales.



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