El Grupo Unísono, grupo empresarial multinacional líder en contact center, gestión de servicios de consultoría y business process services (BPS), acaba de abrir un innovador centro digital en Gijón para dar respuesta al crecimiento de negocio en la zona norte y a las necesidades de Liberbank, entidad financiera de referencia en los mercados de Asturias, Cantabria, Castilla-La Mancha y Extremadura.
Con este nuevo centro, con capacidad para 200 agentes y en el que Unísono ha invertido más de 500.000 euros, la compañía se convierte en el único proveedor de servicios de contact center de Liberbank, y ampliará su capacidad operativa y de respuesta inmediata a las previsiones de crecimiento…
As time passes and technology evolves a home office business model has become more feasible to implement not only in call centers but in any business handling B2B and B2C interactions. Technology and a vast pool of millennial work force has made this model possible for almost every business.
Advantages of having a work at home Business Model
A recent Forrester report estimates that 34% of US companies plan to invest in a home office agent model. This change has been possible due to the new call center technologies that allow agents to make and receive calls using only a computer, a headset and an internet connection. This companies will benefit from reduced operating costs, improved service quality and customer satisfaction while maximizing service level.
Madrid, Spain – Altitude, a global provider of omnichannel solutions to deliver great customer experiences, today announced that Natalia Bochan has been appointed Chief Marketing Officer.
Natalia Bochan’s mission is to develop Altitude’s market positioning in the customer experience market, put customer needs at the center of business initiatives, and execute marketing strategies to support product innovation and business growth. She will lead the company’s global integrated marketing activities, with a special focus on customer engagement, lead generation and brand awareness activities, aiming for new business development.
“We are delighted to have Natalia on board to help us develop our position in the market to take advantage of Altitude’s innovation and ability to help companies engage and retain customers through digital transformation” said Alfredo Redondo, Altitude CEO. “The skills and expertise Natalia brings for marketing and customer engagement innovation, and her customer-centric background, will contribute to our evolution and affirmation in the market”.
The Valencian Regional Government (Generalitat Valenciana) and Atento S.A. (NYSE: ATTO), the leading provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, and one of the top five providers worldwide, have presented an innovative citizen relationship service through video chat addressing the needs of approximately 128,000 deaf people in the Regional Community of Valencia.
With the implementation of this service, citizens with hearing impairments will be able to contact specialized agents via videoconference and clarify their queries or get help with administrative procedures using sign language.
AGC Holdings Limited (AGC) Mauritius, a wholly owned portfolio company of Essar Global Fund Limited (Essar Global), has concluded the sale of 100% of its stake in ESM Holdings Limited, Mauritius, which is the holding company of Aegis, a major global outsourcing company, to Capital Square Partners (CSP) for US $ 300 Million (Approximately Rs.2,000 crore). Net proceeds from this sale, which was announced on 3 April 2017, will be used to retire Essar’s debt.
The closure of this transaction is in line with Essar’s intent to reduce leverage that is complemented by an asset monetisation programme. The proceeds from the sale of Aegis and Essar Oil have enabled Essar to retire almost Rs 75,000 crore of debt.
The transaction also marks Essar Global’s complete exit from the BPO business after creating significant value through organic growth and strategic acquisitions that helped diversify customer offerings.
Atento, the leading provider of customer relationship management and business process outsourcing services in Latin America, and one of the top five providers worldwide, presented its recently created business unit Atento Digital in Spain today. The business unit integrates all of the company’s digital assets to generate additional value for clients and drive growth across verticals and geographies.
Atento Digital integrates digital marketing tools, automatization of front and back office customer processes and a robust omnichannel platform to generate efficiency and results for customer’s acquisition, management and retention. It also provides solutions to advance digital transformation processes while making the most of existing systems.
The number of mid- to high-complex business process outsourcing (BPO) jobs in the Philippines is forecasted grow to 73 percent by 2022, from the current 53 percent, as artificial intelligence (AI) is set to take over simple tasks. According to the Contact Centre Association of the Philippines (CCAP), the number of BPO jobs in the country is expected to reach 1.18 million by 2022, from 751,000 direct employment in 2016.
“Fortunately, our market globally is growing. And fortunately, the share of the Philippines in the global market will continue to grow. So there’s enough growth for us. We are not also going to decline in terms of industry size. We’re going to keep growing. The contact centre sector, over the next six years, is forecasted to add 70,000 jobs a year,” explained CCAP Chairman Benedict Hernandez in a report by Philippine News Agency (PNA).
San Francisco -New research from NewVoiceMedia, a leading global provider of cloud contact center and inside sales technology, reveals that many U.S. businesses lack the contact center capabilities to meet customer expectations.
The study, conducted by global market research firm Opinion Matters, exposes significant gaps between customer preferences and reality, and suggests that businesses across many different sectors are missing out on opportunities to enhance their customer contact centers with technology that could Improve the customer experience and help retain existing customers and acquire new business.
New research finds businesses are failing to keep up with customer expectations. Nearly one-third (32 percent) of contact center professionals surveyed indicated that their customers typically need to repeat themselves to more than one agent.
Teleperformance (Paris:RCF), the worldwide leader in omnichannel customer experience management, today announced its expansion into Peru. Teleperformance Peru, located in the main financial and business district of Lima, will operate 500 workstations and open this year.
“Peru is one of the most attractive countries in Latin America for investment in customer experience management activities. It has not only a significant domestic market, but also a great location, people and conditions for the export of services,” said Agustin Grisanti, CEO, Teleperformance Spanish Iberia & South America. “We are excited and optimistic about our operations in Peru, and are working to identify the best passionate and talented individuals from around Lima to join our global team.”
The opening of the Lima site will expand Teleperformance’s presence in Latin America to ten countries: Argentina, Brazil, Chile, Colombia, Costa Rica, Dominican Republic, El Salvador, Guyana, Jamaica and Peru.
Nixxis, a leading publisher of contact center software, active in 30 countries and with a growth of 20% in 2016, announced today the opening of a new office in Istanbul, Turkey. The new location enables Nixxis to broaden its international presence and supports the company’s growth strategy.
Turkey is currently still undergoing strong economic development and the contact center industry is one of the most dynamic sectors in the country. By establishing a new office in Istanbul, Nixxis will contribute to the development of the local outsourcing business and give an exceptional competitive advantage to its customers.
Apple anunció que a partir del año próximo incorporará al sistema iOS la funcionalidad de Business Chat que se integrará con los mensajes y otras aplicaciones. Una gran noticia para los contact centers ya que les permitirá ofrecer a los usuarios de iOS una versión mejorada de su experiencia.
Mediante Business Chat, Apple ofrecerá una plataforma que proporcionará a las empresas un sistema de texto para comunicarse con los clientes ya sea a través de su centro de contacto o sistemas de CRM. Además, los clientes podrán realizar pagos y otras transacciones.
En cualquiera de esas aplicaciones, una empresa podrá agregar un botón para mantener conversaciones. No obstante, Apple tiene puesto el énfasis en la privacidad, por ello será el cliente quien tendrá que iniciar el chat, y a la empresa se le proporcionará inicialmente una “identificación sin datos personales” (junto con el idioma y la región) hasta que el cliente decida dar a conocer más información.
Contact center executives face challenges with delivering an effortless on-demand experience for customers, while continuing to operate efficiently, results of the third biennial Deloitte 2017 global contact center survey found. The survey, published this week, found that, in a continued trend, customer experience is driving all business decisions, with the daunting task of meeting the demands of high-touch customers who require speed and accuracy.
The survey polled executives from over 450 contact centers in 16 countries about their current and future priorities over the next two years. Among respondents, more than 80 percent cited improving customer experience as the largest driver of investment, as opposed to 3 percent who are focused on revenue growth. As customer needs for on-demand communications grow, phone dominance continues to decline, so contact centers should embrace omnichannel strategies to interact with their customers.
Atento S.A. announces the appointment of Marcelo Geraldi Velloso as Executive Director for Multisector Businesses in Brazil.
Prior to joining Atento Brazil, Mr. Velloso served as Atento’s Business Vice President in Mexico, where he was responsible for operations, clients and business development for the telecommunications, finance and multisector verticals.
Born in Belo Horizonte, MG, the executive holds a Bachelors in Economics from the Federal University of Rio de Janeiro and a General Management Graduate Certificate from Harvard University in Boston. He has over 20 years of professional experience in major companies in Latin America, especially in the banking and financial services sector. Read more
Ore.Leading ethics and compliance software and services company NAVEX Global® today announced that it will expand its operations in Rexburg, Idaho, to meet the demands of the company’s rapidly growing business and expanding global customer base.
NAVEX Global is the world’s largest provider of whistleblower hotlines and operates contact centers in Charlotte, North Carolina, Norcross, Georgia, and Lisbon, Portugal. The company expects to add between 80 and 100 new employees to staff a new contact center in Rexburg.
Employees at the 3,630-square-foot contact center, located at 36 Professional Plaza, will field calls from NAVEX Global’s Incident Reporting Hotline and administer business-to-business insurance claims for NAVEX Global’s NetClaim business unit. The company will also add approximately four new pre-sales positions to support the company’s core business. Read more
Contractor Connection® (a division of Crawford & Company) has been recognized for contact center operation customer satisfaction excellence in the live phone channel under the J.D. Power Certified Contact Center Program.SM
The Certified Contact Center Program distinction acknowledges a strong commitment by Contractor Connection contact center operations to provide “An Outstanding Customer Service Experience.”
- To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations.
- As part of its evaluation, J.D. Power conducted a random survey of Contractor Connection customers who recently contacted the company’s contact center in Jacksonville, Fla.
- A contact center must also perform within the top 20% of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research.
- The research criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.
Workforce Opportunity Services (WOS), the leading non-profit organization geared towards aligning individuals from underserved groups with career opportunities, is aiding corporations in recruiting high-performing contact center agents.
While contact centers are an invaluable asset for corporations, they can face numerous obstacles that hinder their overall effectiveness. Setbacks include the lack of substantial training for agents, ineffective management, and high attrition rates that range between 30 and 45 percent. For these reasons, it’s imperative for companies to implement programs that leverage contact centers for business success. – Read More –