Call Center Industry News

July/August 2010

Call Scripting Enhancements from Szeto

Linx Scripting in the Szeto Call Linx TAS system has become more pictorial and user-friendly, both for the agents who use it and for the programmers who configure it.  For example:

• Calendar Pop automatically pops up in every entry field where date/time entries are to be expected.  This visual display will enhance the appearance and speed up the data entry process with one mouse click.

• Spin Button with up/down arrow is available in all fields as selected by the script designer.  It provides easy selections and auto-fill option choices for the agents.

• An Abbreviation element in the call script (and multiform process) allows lengthy and difficult-to-spell phrases be represented by abbreviations.  Agents can optionally replace lengthy and difficult phrases with predetermined abbreviations, which are expanded to their original form in the final version with a single keystroke.

• Stock Icons are additional attention grabbers.  They can be used signal the existence of help lines, the importance of an entry field, or information that must be read.  They are a quality assurance tool that minimizes errors. 

These enhancements will be demonstrated at the CAM-X / WSTA Convention in Las Vegas, October 3-6, 2010.

Amtelco's First Installation of Infinity Software Version 5.6

Amtelco completed the first installation of Infinity version 5.6 call handling and messaging system.  Call Management Resources, Inc., a twenty-seat call center in Columbus, Ohio, is the first location to be upgraded to the newest version of Amtelco's Infinity call center platform.  Call Management Resources will be using the Infinity 5.6 software under a beta testing agreement with Amtelco.

Call Management Resources (formerly MessagePlex) provides various call processing services to clients throughout the United States.  "We are going to be using most of the regular features and the new features like the callback request feature in the voicemail menu," said Scott Harbin, general manager of Call Management Resources.  "I've already had our agents tell me that they love the operator chat size expansion."

Infinity 5.6 includes all the features contained in the previous Infinity software releases, but with many enhancements and a number of new features.  A new server-based message detail reporting service replaces the previous external application that captured system statistics, stronger access security with longer and more flexible login credentials, and optional SMS text-messaging delivery of automated digital pages.

Contact Amtelco at 800-356-9148 or info@amtelco.com.

Tom Searcy to Be Feature Speaker at 2010 GLTSA Fall Meeting

The Great Lakes TeleServices Association (GLTSA) recently announced that Tom Searcy from Hunt Big Sales has been contracted as the keynote speaker for the 2010 GLTSA annual meeting.  This event will be held October 25-27 at the Marriott Courtyard Chicago Magnificent Mile Hotel.

"GLTSA has built a reputation for bringing outstanding conference speakers who expand the perspective of business owners and sales personnel.  Mr. Searcy will teach tactics and skills that can transform your organization and help your sales boom!" said Michele Ringwood of Pronto Connections and current president of GLTSA.

Tom Searcy is a nationally recognized author, speaker, and the foremost expert in large account sales.  His methods of unlocking explosive growth were developed through years of real-world success.  By the age of forty, Searcy had led four corporations, transforming annual revenues of less than $15 million to as much as $200 million in each case.

Since then, Searcy has launched Hunt Big Sales, a fast-growth consultancy and thought leadership organization.  He's helped clients land almost $4 billion in new sales with 190 of the Fortune 500 companies.

Quality Contact Solutions Completes ATA-SRO Audit for Synergy Solutions 

Quality Contact Solutions' president, Angela Morris, announced that the firm has completed its second American Teleservices Association Self-Regulatory Organization (ATA-SRO) audit.  Synergy Solutions, Inc., successfully met all ATA-SRO accreditation criteria and has been approved by the SRO Trustees and the ATA board of directors.

According to Ms. Morris, the audit process went smoothly.  "Synergy Solutions has been a long-time supporter of the ATA-SRO program.  Its president, Lori Fentem, is active as an ATA board of director and ATA-SRO trustee.  Completing this step in the process (being audited by an independent third party) just validated the compliance program that Synergy Solutions already has had in place for the last few years," stated Ms. Morris.

"SRO accreditation was a very high priority for the Synergy team, as it serves as a way for clients, employees, and regulators to have confidence in our stringent compliance processes," said Lori Fentem.  "Being one of the first companies to become accredited is evidence of Synergy's commitment to excellence, and we hope it will pave the way for many other companies to participate in the accreditation process."

Amcom's MediaSTAR Receives Department of Defense Accreditation

Amcom Software, Inc., announced that its MediaSTAR contact center recording and quality management system has received Joint Interoperability Test Command (JITC) certification and is now listed under the Department of Defense's Unified Capabilities Approved Products List.  This encompasses Information Assurance (IA) Accreditation from the Defense IA/Security Accreditation Working Group (DSAWG) and Interoperability Certification (IOC) from the Joint Staff (JS).  This accreditation means that MediaSTAR provides the highest levels of security and interoperability as required by the U.S. Government and the U.S. Military.

MediaSTAR enables military bases to record all calls going in and out of their contact center to improve service for internal and external callers.  This is possible through quality management tools such as real-time audio monitoring and line status.  MediaSTAR is invaluable for training operators on particular skills as well as having a repository to store all call recordings, where they can be reviewed and used for security, legal, and compliance requirements.

"We're extremely pleased that this valuable product has passed this meticulous level of scrutiny to ensure system reliability in addition to unmatched security for the communications involved," said Chris Heim, CEO of Amcom Software.

For more information, call 800-852-8935.

Investment in Call Center Speech Analytics Set to Double

Global call center spending on speech analytics is set to grow from $95 million in 2009 to $180 million by 2014.  A report by independent telecom analyst Ovum found that although still an early-adopter technology, speech analytics use will grow over the next few years, helping businesses to improve customer loyalty and processes.

The key functions of speech analytics are call categorization, emotion detection, and root cause analysis to determine the key reasons that customers call a call center.  Speech analytics can also be used to search for key words and phrases in order to determine whether agents are adhering to scripts.  Calls can be grouped into categories, such as repeat calls or cancellations.  By using speech analytics to identify repeated issues, companies can work towards improving problem resolution strategies, create better processes, and improve customer service. 

Aphrodite Brinsmead, the report author, said, "Spending on speech analytics will increase at a compound annual growth rate of 13.5 percent between 2009 and 2014.  Companies have shown significantly more interest in the technology as they begin to understand the business case.  Consequently, they can now justify the costs despite tightening IT budgets."

Custom Toll Free Offers New Toll Free Number Search API

Custom Toll Free expanded its partner program with a new search application programming interface (Search API), enabling users to locate and reserve toll-free numbers directly from the SMS/800 spare pool of numbers.  The toll-free number search interface has the ability to return vanity toll-free numbers using an English language dictionary and a complex algorithm that ranks the results and returns the best possible matches.

"Our new Search API is designed to provide a fast and direct interface for our partners to help expand their toll-free number business," said Rick DeCamp, vice president of business development for Custom Toll Free.  "Studies have found that strong vanities are much easier for customers to remember, and our search algorithm is designed to optimize the results based on numbers that are memorable." 

Custom Toll Free's search feature allows a customizable quantity of search results, enabling companies to offer their clients a few high-quality results or a larger set of numbers to choose from, with an unlimited return of search results.

Latest Investments in Customer Service Falls Short during Downturn 

New Accenture research has found that communications and high-tech companies - many of which are falling short in their customer service delivery - need to direct their investments at new levers that enhance the customer experience, including social customer relationship management tools.

The research, entitled "Lessons from the Recession: Where Customer Service and Support Investments Yield Superior Returns for Communications and High-Tech Companies," revealed that:

• Vendors' investments to improve customer service were extensive, but improvements were rarely noticed by customers.

• Vendors didn't provide nearly enough information to customers about the downturn and its impact on those customers.

• Vendors showed preferential treatment to business customers.  Sixty-five percent of consumers said they received no information from vendors about the downturn, compared with 17 percent of enterprise customers.

• Vendors revealed that they valued the business of enterprise customers much more than residential customers.  Eighty four percent of enterprise customers thought their vendors valued their business; only 40 percent of residential customers felt the same way.

• Despite vendors' ongoing efforts to improve customer loyalty during the downturn, the results show that the majority of customers were not loyal to vendors.

Talbots and Its Telemarketer to Pay $161,000 for FTC Violations

Women's clothing retailer Talbots and its California marketing company agreed to pay penalties totaling $161,000 to settle Federal Trade Commission (FTC) charges that they illegally delivered prerecorded "robocalls" that failed to give consumers proper notice of their right to opt out of receiving telemarketing calls. 

According to the FTC, Talbots and its telemarketer, SmartReply, Inc., violated the prerecorded message requirements in the Telemarketing Sales Rule during seven advertising campaigns conducted in 2009, totaling over 3.4 million robocalls.  The campaigns delivered recordings that advertised special sales and offers to consumers who had bought merchandise from Talbots' companies during the previous year.  The messages in these campaigns were drafted by SmartReply and approved by Talbots.

Talbots and SmartReply agreed to abide by the FTC's Telemarketing Sales Rule in the future, which includes:

• Tell consumers how to opt out of receiving telemarketing calls from the seller before delivering the seller's sales pitch.

• Immediately disconnect consumers who indicate that they do not want to receive such calls.

• Inform consumers listening to the message that they can make a do-not-call request at any time during a call.

Hotel Offers Guests Enhanced 911

NEC Corporation of America and Amcom Software, Inc., announced that the Wit Hotel has implemented an E911 solution to help direct emergency response to 911 calls.  The Chicago hotel uses the Amcom solution in tandem with NEC to provide a 911 caller's location, including the floor and room number, to the local 911 call center. 

When a 911 call is made from the hotel to the local 911 call center, certain on-site hotel staff also receive notification via a computer screen prompt, text message, or phone call.  During the call, the security team can listen in and record the discussion to provide valuable first responder information if needed.  The system includes reporting capabilities to track response times and monitor performance.

"Within the hospitality industry, enhanced 911 software is critical to keeping guests safe and reducing liability and risk," said Chris Heim, Amcom CEO.  "Above all, it's simply the right thing to do."

 "We can now offer enhanced emergency communications capabilities that truly give first responders the information they need to reach 911 callers more quickly," added Lou Van De Water, vice president, eastern regional sales, NEC.

For more information, call 800-852-8935.

David Yoho Speaks at ATA Midwest Chapter Meeting

ATA members were treated to internationally renowned speaker David Yoho at the recent ATA Midwest Chapter's motivation and training seminar.  Possessing decades of call center and sales experience, Yoho has earned a reputation as a leading negotiating expert, by educating others to outthink, outmaneuver, outsell, and out-negotiate their competition. 

Yoho led attendees through a day of dynamic, hands-on learning exercises illustrating the art of the process of persuasion.  Guided by the hallmarks of how to establish trust, credibility, and maintain respect, Yoho brought to life his proven negotiation and training theories with real-life examples, engaging stories, and audience involvement.   

The seminar included a networking reception and an ATA Call Centers Care event which collected over ninety coats and jackets to be donated to the Siena/Francis House (Nebraska's largest shelter serving the Omaha area).  Sponsors of the event were Avcomm Solutions, Honkamp Krueger & Co, Marketlink, and NobelBiz.