Call center adds 500 Omaha jobs

In a possible sign of a brightening economy, Omaha's West Corp. will be adding 500 full-time jobs at one of its Omaha call centers.

The new positions come as the result of increased demands from several clients, including leading communications, medical and sports entertainment providers, West officials said. West's Monday announcement said the jobs will be added at its facility at 9910 Maple St.

The Omaha-based communications giant said the positions would pay $9 an hour plus benefits, including paid training and a 401(k) plan.

The company had announced earlier this year that it would be laying off about 300 workers. Now with the new business, some of those layoffs will be avoided, and workers who left the company in good standing will be offered the chance to return to one of the new jobs, said company spokesman David Pleiss.

“Certainly for us, we're thrilled to have this additional business and to be able to bring it to Omaha,'' Pleiss said.

David Brown, chief executive of the Greater Omaha Chamber of Commerce, said the new jobs were good news for the city.

“It's always another good sign that our economy is doing well when an employer like West adds 500 jobs. We're happy they're doing it here.''

The new jobs will bring the number West employs in Omaha to more than 3,000, Pleiss said.

West will be offering the jobs on both a temporary and permanent basis in an effort to make positions available to college students and others looking just for summer jobs, said Geoff Heller, the company's director of human resources.

Most of the positions focus on taking incoming calls from customers inquiring about existing accounts. The company also is seeking to fill some English/Spanish and English/French bilingual positions.

Candidates will need to have communication and computer skills and be required to pass a background check and drug screen, the company said.

Source: http://www.omaha.com

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Telemarketing company SMART launches new home-worker virtual call centre service

Telemarketing company SMART launches new home-worker virtual call centre service Telemarketing and inbound/outbound call centre company SMART, has chosen technology from LiveOps (News - Alert), the leader in cloud-based contact centre technologies, to help it extend its traditional bricks and mortar call centres into a new generation of virtual contact centres. The ‘LiveOps On-Demand Contact Center platform’ will help SMART work with and manage home-based contact centre agents working flexible hours from potentially anywhere in the country to service its business which includes telemarketing, telesales, appointment setting and customer service and call handling.

Deploying 'LiveOps On-Demand Contact Center Platform' supports the company's strategy of being able to offer customers more flexible resourcing solutions against their brief. It complements SMART's existing physical contact centres services offering highly availability and reliability.

Tapping into a Bigger Agent Workforce Pool Delivers Higher Quality Customer Experience As the market for contact centre activity is changing, so too is the requirements of customers. They are becoming more specific and discerning in their needs and are interested in highly skilled agents with a very specific skill set – whether it be a skill set required by an agent to set up high-level sales opportunities for a blue-chip company as or a linguist with insight into a particular niche sector. With ‘LiveOps On-Demand Contact Center Platform’ SMART is not constrained by its physical location and is able to recruit and resource from any location ensuring it can offer not only the best service to customers but also extend the types of business it is able to take on.

Commenting on the use of the 'LiveOps On-Demand Contact Center Platform', Simon Carter chairman and CEO at SMART said: "We are committed to being able to offer our customers more choice in the ways we are able to service their business as well as employees more choice in the way they work. By having an additional approach to physical contact centres we are able to look at working with different types of customers who may be looking for a more focused project or something that doesn't conform to the usual working hours. The ability to offer this kind of flexibility and blended service between fixed and virtual call agents is a great opportunity for us – we're seeing customers wanting to enhance their telemarketing and lead generation strategies so the move to being able to offer both a fixed and virtual model is an important one." Carter added: 'We investigated the various options for introducing a virtual model and the technology from LiveOps stood out as the choice for us. It's proven in the U.S. with a wide range of companies and is clearly a robust solution that will support our ability to deliver the highest quality of service to our customers, regardless of the agents' location."

Source: http://www.tmcnet.com/

Call centre staff offer waiver to tackle tough nuts

Call center executives are increasingly exercising their authority to waive anything between Rs 2000, up to Rs 10,000 to disconnect the line with irate or cantankerous customers.

Although the option of making a waiver is primarily done with the objective of retaining a customer, call center executives are misusing it by quickly offering the waiver to get rid of difficult customers.

Tracmail chief operating officer (COO) N Nilakantan says, “The customer service representatives (CSRs) are authorised to make waivers up to a certain amount. Beyond that, it has to be verified by the team leader and manager. In any case, all the actions of the CSR can be tracked.”

However, CSRs are smiling for obvious reasons. A senior call center executive with a leading BPO, Syed Sabir Ali says, “Most of the time, we use this authority just to disconnect the line with customers who are being difficult. It also saves time for us. By hanging up quickly on them, we can attend to other calls.”

Epicenter Technologies COO Navanit Narayan explains, “For one of our clients, the max waiver an executive can make is $200 per account (customer). Generally, waivers are given at the latter stages of collection depending on the customer and on the situation. It is generally used in certain cases to retain customers.

source: http://www.financialexpress.com