Respondez, an outsourcer, says it is hiring 100 more staff for its site in Hartlepool – doubling the number --as a result of winning new contracts. The company, owned by an Indian company called Spanco Telesystems and Solutions, says it has more than 4,000 agent positions across nine sites in the UK, US, India, Singapore and the Middle East.
Connect Distribution, which distributes domestic appliances, has signed a five-year deal for Callstream to provide network-based telephone services for its 140-strong call centre. Connect, which recently moved its call centre to Small Heath Business Park, Birmingham, handles 1.4m calls a year.
T-Mobile has hired WNS Philippines, based in Manila, to handle inbound calls for its UK prepaid subscribers.
CallScripter has added a predictive dialling module to its range of call centre products and says the first users have reported improved agent talk time and that abandon rates stay within Ofcom guidelines.
Digital UK has hired MGt in a three-year contract to handle calls about the switch to digital TV. Based in Kirkcaldy, Fife, MGt says it has more than 1,300 staff and already handles calls for Freeview and Top Up TV.
THREE INTO ONE
Bunzl Vending Services has combined three helpdesks into one and now handles about 875 calls a day with 11 agents plus 480 emails, dealt with by six administrators. The integration came about when Bunzl, based in Colchester, acquired Coffee Point, with offices in Newcastle and Dagenham. It included the installation of an Inter-Tel telephone system.
MICHAELA’S NEW JOB
Michaela Marcham has been appointed head of customer services at a housing and regeneration group, LHA-ASRA, based in Leicester. With seven years in call centres, she previously headed the learner services Learn Direct call centre, also in Leeds.
Dumfries and Galloway Council has opened a new IP-based call centre, DG Direct. It was equipped, with Cisco’s Contact Centre Express products, by Affiniti and includes FrontLine CRM software from Lagan.
Incentivise is a new web-based product designed to cut attrition and boost productivity, motivation and performance. Sigmer Technologies says it uses an approach called realise, where a manager sets the goals; recognise, where achievements are converted into points or instant rewards; and reward, where staff can “spend” the points earned.
Aimed at call centres with 100-plus agents, Incentivise has a one-off cost to set up – after Sigmer has carried out an audit – and a monthly fee according to staff numbers.
Intuit Consulting has brought out a software-as-a-service (SaaS) version of its skills-routing product, PER. Tom Pienaar, director, said rental meant low set-up costs and a cheaper total costs, because prices were based on staff numbers and call volumes.
Intuit offers a free “try before you buy” and says the base cost is £30 per agent/month. Options include “hold-in-Q” and callback; multi-channel routing; and multi-tenancy.