Outbound Call Center Featured Article

Outbound Call Center Week in Review

December 21, 2013

This is it, the final stretch before the holiday shopping season finally comes to a close.   Like customers, call centers were in high gear this week, as were the technology companies that fuel them.  Here’s a quick rundown of some of the stories you may have missed.

Community sponsor Five9 (News - Alert) was in headlines again this week, earning a spot in the San Francisco Business Times’ annual list of the Top 100 Fastest Growing Private Companies.  According to the Times, Five9 has displayed uniquely strong revenue growth, increasing nearly 150 percent from 2010 to 2012.  The company placed 50th in the list this year.

"It is an honor to be recognized for the fourth year in a row as one of the fastest growing private companies in the Bay Area,” said Five9's CEO Mike Burkland. “Five9 continues to focus on our number one business goal, which is to help organizations transition from expensive, inflexible premise-based contact center solutions to more agile, cost-effective cloud software. Cloud adoption of contact center solutions continues to increase, as more and more companies look for ways to improve customer experience, while decreasing expenses.”

Later, we learned that StarTek, a provider of business process outsourcing services, plans to open a 50,000-square-foot call center in the Myrtle Beach area of South Carolina, which will house over 600 new call center employees.  This is good news for people living in the surrounding area, who will not only find guaranteed job security through at least 2019, as required by the county, but also likely see a positive economic impact on their community in the realm of $45 million dollars per year.

“I can’t think of a better way to end the 2013 calendar year for the MBREDC than to celebrate the decision of StarTek to locate a large customer service center here in our community,” said Fred Richardson (News - Alert), chairman of the Myrtle Beach Regional Economic Development Corporation (EDC), in a statement. “The hard work of all the EDC’s allies and partners is generating significant results.”

Meanwhile, Navis, a provider of reservation sales and marketing solutions, has announced the successful deployment of its Narrowcast outbound call center technology by the Pinehurst Resort.  The resort is using the solution to measure the conversion rate of each of Pinehurst’s reservation agents, providing real-time reports that allow Pinehurst to identify the agents that are performing best. Using the evaluation info, Pinehurst has been able to empower its reservation staff to increase their reservation conversion rate.

“Pinehurst wanted to confirm it made a good decision to use NAVIS. We are very satisfied. It took approximately six months to get up to speed with all aspects of our training,” said Jack Bickart, vice president of sales for Pinehurst Resort. “We enjoyed steady revenue improvement since we acclimated to the NAVIS processes.”

As always, check back regularly for the latest call center news, insight, and analysis, and be sure to stop in every weekend for our week in review!



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