Tag Archives: call center news

Pete Glihooly Joins Call Center Sales Pro as Director of Hospital Call Center

Telecom leader brings 15 years’ healthcare experience to Call Center Sales Pro

Call Center Sales Pro hired Pete Gilhooly as director of hospital call centers. In this new position he’ll finetune and rollout the organization’s operational model for hospital call centers. His first day in this new assignment was December 18, 2017.

Janet Livingston, founder of Call Center Sales Pro, brought Gilhooly on board to further advance the company’s already successful efforts in this market. “Pete is a natural fit with the Call Center Sales Pro team,” Livingston said. “He brings three decades of telecom leadership experience to us, the last fifteen of which focus specifically on healthcare.”

“I’m happy to be part of the Call Center Sales Pro team,” Gilhooly said. “I’m looking forward to this and all the exciting opportunities it entails.” In his new role, Pete will integrate the current initiatives of the Call Center Sales Pro team and use it to develop a comprehensive model for hospital call centers across the United States.

Gilhooly spent six years at Glens Falls Hospital, most recently as senior director of IT infrastructure. He also worked at Chaplin Valley Physicians Hospital as director of information technology and Albany Medical Center as vice president of technology management.

Call 4 Health Call Center Opens Third Facility

Call 4 Health, a leading medical call center and nurse triage service, opened a third location and will expand its operations with a new facility in Spring Hill, TN. The company, headquartered in Delray Beach, FL, also operates a call center in Linthicum Heights, MD.

“The demand for call center services in the medical industry has exploded in recent years,” said Joseph Pores, Call 4 Health CEO.” With this new facility, we will be able to greatly increase our volume and bring our proprietary, innovative technology to even more hospitals and medical centers around the country.”

The expansion includes the procurement of a 15,000 square feet facility, which will house approximately 200 call center agents and triage nurses.

Call 4 Health uses state-of-the-art technological initiatives, and currently processes up to 30,000 calls daily for 1,400 clients, creating a solution to the demand put on large health systems and hospitals. Call 4 Health serves clients nationwide in almost every state. Eighty percent of its clients are hospitals and healthcare systems, with the remaining 20 percent in homecare, hospice, and pharmaceuticals.

With the addition of the Spring Hill facility, Call 4 Health expects to increase its daily call volume over time to 50,000 and client base to 2,000.

DialAmerica Taps DailyPay to Reduce Agent Turnover

DailyPay, a financial solutions company that reduces employee turnover through instant access to wages, announced a partnership with DialAmerica, a call center company with over 3,000 employees. Together, DailyPay and DialAmerica are combating the financial burden caused by the delay that arises from biweekly pay schedules. Through this partnership, employees of DialAmerica can now receive their earned but unpaid wages instantly, even on weekends and holidays.

The call center industry has one of the nation’s highest turnover rates averaging up to 45 percent with a typical call center spending up to 6,000 dollars to hire and an additional 4,800 dollars to train new hires. Financial stress is cited as one of the leading causes of employee turnover. When call center employees can’t pay their bills on time and suffer late fees, they quit in search of a new job.Financial stress is cited as one of the leading causes of employee turnover. Click To Tweet

“When employees achieve financial security at a job, they stay longer,” said Jason Lee, Chief Executive Offer of DailyPay. “We are very excited to integrate DailyPay as an employee benefit across DialAmerica’s nineteen locations and help the company improve employee retention and recruiting. Since launching the partnership, we’ve already found tremendous improvements in employee retention.”

“The consensus regarding DailyPay is that the app is extremely convenient and provides a safety net in case of emergencies.” explains Mike Beaubrun, Operations Manager at DialAmerica.

DailyPay’s mission is to help companies reduce turnover by mitigating their employees’ financial hardships. Seventy percent of Americans live paycheck to paycheck and 47 percent cannot afford a 400 dollars unplanned expense. By being able to access earned wages before the scheduled payday, an employee can pay his bills on time and ultimately achieve financial security at his place of employment.

For more information about DailyPay, visit trydailypay.com. To learn more about DialAmerica, visit www.dialamerica.com.

CAM-X 2015 Call Centre Award of Distinction Winners

The CAM-X Call Centre Award of Distinction addresses customer relationship management (CRM), courtesy, etiquette, and professional call handling in call centers. This program focuses on call centers that provide order entry, fulfillment, registration, surveys, Web applications, escalated emergency response, reservations, and help desk services. It’s a mystery caller program using two independent judges with predetermined scoring criteria to evaluate calls. The 2015 CAM-X Call Centre Award of Distinction winners are:

  • Focus Telecommunications, Inc., Eldersburg, MD
  • AnswerPlus Hamilton, Hamilton, ON
  • AnswerPlus Toronto, Toronto, ON
  • Extend Communications Inc., Brantford, ON
  • Time Communications, White Bear Lake, MN
  • Intercon Messaging Inc., Drayton Valley, AB
  • Answer 1, Phoenix, AZ
  • Sure Call Contact Centers, Calgary, AB
  • Select Call Centre – Alberta, Edmonton, AB
  • Connections Call Center, Squamish, BC

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Contact Center Performance Football Challenge Primed for Inaugural Season

TouchPoint One, provider of the Acuity Cloud Contact Center Performance Management solution announced its first annual A-Game Contact Center Performance Football Challenge. Tailgate parties, pep rallies, and other pre-game events are taking place at contact centers across the United States and offshore while operations supervisors and managers devise winning strategy and execution plans in advance of this week’s A-Game inaugural season start. Behind the scenes, the TouchPoint One A-Game program success team is finalizing league setups, supporting client league commissioners, and coordinating the mix of personnel, technology and systems that ensure smooth and stable A-Game operations.

“The A-Game season 1 kick-off is finally here – an exciting milestone for TouchPoint One that’s been a full year in the making,” said Greg Salvato, CEO of TouchPoint One. “Witnessing supervisors, agents and contact center management focused on performance and strategy with such confidence and enthusiasm is very gratifying – and precisely the business and competitive dynamic we sought to foster with A-Game.”

A-Game uses structured individual and team-level competition to measurably boost employee engagement, improve business results and enhance the customer experience. A-Game is an integrated module within the Acuity contact center performance management platform.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

VoiceNation Releases Open Source Call Answering Software

VoiceNation recently launched their OpenAnswer call answering software. For the past fifteen years, VoiceNation has helped call centers navigate the waters of “going open source.” With the release of OpenAnswer, the call center industry will have a collaborative solution made freely available to the public.

OpenAnswer uses leading technology and open standards without the restrictions of binding contracts, so call centers can have complete control over their operations. This is the same software used at VoiceNation’s call center.

OpenAnswer is freely available to download, install, and modify. There are no licensing fees, and call center owners get unlimited seats and scalability in their call centers. Since it is open source, call center owners can share their code changes with the budding OpenAnswer user community.

“Agent stations will no longer cost thousands of dollars to deploy. Nor will call center owners be tied into vendor contracts. With OpenAnswer, call center owners get the flexibility they need without the one-size-fits-all software constraints,” said Jay Reeder, CEO.

For more information, visit www.voicenation.com/openanswer.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Signius Announces Two New Directors

Signius Communications president and CEO William Robertshaw announced two major promotions. Chris Moschella has taken over as the new director of operations, while Chris Gronberg has become the company’s director of sales. Both men bring a substantial amount of industry experience and expertise to their new roles.

Mr. Moschella has been active in the telephone answering service industry since 1988, and his career to date has encompassed a diversity of responsibilities, including operations, IT, and sales. Mr. Gronberg has ten years’ experience in the call center industry, having served as national sales executive and national sales manager during this time.

Signius Communications supplies a broad array of contact center and answering services for clients across a wide spectrum of industries. Signius’ answering service provides 24-hour live agents to receive and manage incoming calls and emails, as well as multiple delivery options for relaying messages. The company’s call center service provides order entry, help desk, dealer locator, disaster backup and corporate hotlines, as well as credit card security breach, corporate product recall and direct TV support. Signius tailors all services to the individual needs of each client; bilingual agents are available.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

NobelBiz, Inc. Launches Enhanced Website; Offers Free Product Trial

Gordon Krass, president and CEO of NobelBiz, Inc., announced the launch of their revamped website to improve customers’ overall experience. Visitors to www.NobelBiz.com are invited to sign up for a 30-day free trial of any NobelBiz long distance service. The new site features resources for contact centers and businesses of all sizes. The website’s easy-to-use, redesigned format allows visitors to access content from tablets, smart phones, and other mobile devices. Viewing and downloading information about each of the company’s compliant products is now simpler than ever. Under the new “Connect With Us” page, visitors can quickly and conveniently identify upcoming conventions and networking events that NobelBiz plans to attend.

“The constant changes in regulations in our industry can become overwhelming for companies to keep up with. In an effort to provide educational content related to compliant technology to visitors, our team is proud to present a new look and content to www.NobelBiz.com,” said NobelBiz, Inc. executive vice president Scott Murray.

NobelBiz provides long distance carrier services and hosted or premise contact center software solutions like predictive dialing, inbound features with IVR/ACD, web chat, email, SMS all in a blended environment.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Golden Gate BPO Opens Multi-Channel Contact Center in Hermosillo, Mexico

Golden Gate BPO Solutions, a global provider of customer management and business process outsourcing solutions, added a state-of-the-art, multi-channel contact center with a current capacity of 550 workstations, scalable to 1,000 workstations, in Hermosillo, Mexico. Golden Gate BPO’s most recent expansion was facilitated via an operating partnership with Listen Up Español (LUE), a Portland, Maine-based organization that expanded to the Hermosillo region in 2006. LUE primarily focuses on serving the U.S. Hispanic market through Spanish-language online marketing and direct response industry sales and support services.

In addition to tapping LUE’s existing shared-services capabilities, Golden Gate BPO spearheaded the creation of a dedicated services division, focusing on the company’s expansion into high quality English and Spanish inbound customer service, technical support, and sales. Stephen Ferber, Golden Gate BPO managing partner, stated, “The combination of Hermosillo being an excellent near-shore location with a highly educated and motivated bilingual workforce, LUE’s experience handling a wide mix of complex call types, and their ability to manage unpredictable, spiky, and seasonal volumes provides us with the perfect backbone to roll out our multi-channel dedicated services division.”

Hermosillo is Mexico’s sixteenth largest city, with 715,000 residents and a bilingual labor force of 230,000.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

S4 Communications Names Ray Levitzki as VP of Operations

S4 Communications of Houston announces its new vice president of operations over Texas region, Ray Levitzki. Formerly the senior vice president of Etech GCS, Ray brings 20+ years of call center industry experience to his new position. During his career, Ray has led account operations with a virtual “who’s who” of companies such as ATT, Verizon, TWC, and Capital One. His expertise with domestic and international initiatives will complement the international growth that S4 Communications has realized in 2014.

S4 Communications provides telecommunications services to a select group of Fortune 500 companies. The firm has been responsible for bringing more than 500 jobs to the Houston Area. With call centers in Houston, Longview, Columbus Georgia, and Manila, S4 Communications has realized consistent annual growth since its inception.

Founded in 2008, S4 Communications is a minority-certified company. For additional information on S4 Communications, visit www.s4communications.com.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]