Call Center Industry News

January/February 2010

OnviSource Announces OnviCare Customer Lifecycle Assistance Services

OnviSource announced a new suite of customer-centric services called OnviCare Lifecycle Assistance Services.  OnviCare expands its support programs by offering solutions beyond technical support, assisting customers from product evaluations and procurements to operations continuity and business intelligence.

OnviCare services include free OnviCenter product pilots and trials, assistance in financing and procurement, free telecom audit and consulting, IT assistance, business and operations continuity programs, user communities, and dissemination of business intelligence.  It also includes free training webinars in best practices and customer-tailored programs.

"We've become a more proactive partner with our customers," explained Stan Jasinski, president of the enterprise solutions division.  "It's our belief that offering technical solutions and product support programs is no longer adequate to support our customers through their entire operation and business experience associated with OnviSource solutions.  OnviCare encompasses services that assist customers with every challenge related to evaluation, acquisition, deployment, operation, and business management."

OnviSource recognized the need for solutions beyond products and technical support.  OnviCare services fulfill customers' business requirements and offer cost-efficient solutions that will help sustain them in an ever-changing business environment_­, making it easier for them to focus on their core objectives.

InfoCision Career Progression Path Helps Employees to Grow

InfoCision has a strong history of hiring from within to fill open positions.  For instance, company president and CEO Carl Albright started his career as an entry-level supervisor in an InfoCision call center, and several other executives started out with the company as communicators (telephone agents) some years ago.  InfoCision's Career Progression Path recognizes employees who stand out and have the potential to be future leaders.  The result is an atmosphere where high-level employees understand the specific roles of employees under their supervision and a generally happier staff that knows it has the potential to advance.  In fact, InfoCision's turnover rate is among the lowest in the teleservices industry.

It worked for Laurie Davis.  After being out of work for five months in early 2007, she took a job at InfoCision as a communicator, planning to stay only until she found other work.  However, she was recently promoted to program supervisor after following InfoCision's Career Progression Path for communicators, which was specifically developed to help communicators progress through various job roles to become a member of the call center supervisory team.

INCC Acquires Millennium Teleservices Operations 

International Consolidated Companies, Inc. (INCC) announced that it has acquired the operations of Millennium Teleservices, LLC, a top outbound telemarketer.  INCC has assumed the leases on select Millennium building and equipment assets and has retained key management and employees.  The Millennium acquisition follows INCC's February 2009 acquisition of teleservices firm 121 Direct Response, which recently received accreditation from the American Teleservices Association (ATA) Self Regulatory Organization (SRO).  

"Acquiring Millennium's operations is a natural progression in our drive to assemble a portfolio of companies offering top-tier business process services (BPS)," stated Antonio F. Uccello, III, president and CEO of INCC.  "This is a natural complement to our existing business, and the added capability synchronizes well with our current and future plans.  We look forward to combining our adherence to industry best practices - as evidenced by 121 Direct Response's recent ATA accreditation and receipt of the Comcast Award for Compliance Excellence - with Millennium's experienced personnel, exceptional client base, and exhaustive databases."

Amtelco Receives Patent for Dynamically Creating Records

Amtelco announced the receipt of U.S. patent 7,593,962 for "A System and Method for Dynamically Creating Records."  The new patent encompasses a script that pulls information from a database using a dynamic link, such as automatically entering a patient's address when the operator enters the patient identification number on an Infinity IS script.  Working in the opposite direction, this process can also be used to add information to a database using a dynamic link - for example, automatically adding a caller's name, address, and phone number to Amtelco's CMI contact management database when an operator enters the information on an IS script.

"This seamless transfer of data provides our customers with concrete savings in training time and on every call that comes into the healthcare facility," said Amtelco president Tom Curtin.  "The ability to dynamically create contact databases as operators take calls offers unlimited potential."

This patent is the twenty-eighth patent received through the leadership and innovation of Amtelco, beginning with the first patent in 1954.

For more information on the Amtelco Dynamic Record Creation patent and Amtelco products, call 800-356-9148 or email info@Amtelco.com.