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News : Another 120 Jobs Under Threat at Cwmbran Call Centre We Fight Any Claim

#contactcenterworld

Cwmbran, Wales, Oct 23, 2019 -- A total of 250 jobs are to go at a Cwmbran call centre after the passing of the deadline for submitting PPI claims.

It was announced last month that 130 jobs were being lost at We Fight Any Claim (WFAC), a claims management company in the UK.

Now, bosses have confirmed that a further 120 jobs are now at risk of redundancy.

The call centre has been a major employer with around 450 people working at its centre in the town's Llantarnam Park for the past decade.

But bosses say the end of PPI claims on August 29 has had a major impact on the business.

A spokeswoman for the company said since the original announcement of job losses they had worked hard to help those affected to secure alternative roles within and outside the organisation.

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She added: "During August of this year, prior to the PPI deadline, the volumes of enquiries and complaints sent to firms increased significantly. WFAC itself instigated unprecedented numbers of both enquiries and complaints in the final six weeks before the deadline to ensure that customers had access to justice before the time bar took effect.

"We made significant investment in both technology and human resource to ensure the job was done on time. Unfortunately, even though the banks knew everything about the time bar and about the expected increase in complaints, it appears they were thoroughly unprepared to deal with this increase, and are taking no steps to change this.

"What this means is that lenders’ responses to complaints have slowed to a crawl - WFAC has seen a 80% decrease in the number of offers coming through and the Board has been monitoring the situation carefully over the last few weeks waiting to see when the log jam will clear.

"Last week the Financial Conduct Authority made an announcement that it is possible that WFAC, (along with other CMCs and customers) may not receive a final response to complaints until summer 2020. Despite this being significantly slower than the standard 12 weeks the banks take to process complaints, the FCA have advised that if CMCs try to chase the lenders or otherwise expedite responses they risk losing their licence.

"What this means is that expected income has been severely affected which has had a major impact on the business and the We Plan Group, which provides staff and services to WFAC, believes a further 120 jobs may be lost."

Staff said they were devastated by the news.

One worker, who did not want to be named, said: "I honestly thought I was safe after I survived the last round of job losses. But when I came into work and people were being called into the office, I knew then that something was up.

"People have been leaving work in tears and I'm absolutely bricking it. I'm going to have to find something quick otherwise I don't know how I'm going to pay my bills. Then there's also Christmas just around the corner too."

The We Plan Group said the development was beyond its control.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.walesonline.co.uk


About We Fight Any Claim:
Company LogoWe Fight Any Claim is a claims management company that specialises in claiming compensation for mis-sold Payment Protection Insurance for those who were mis-sold the policy.
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Today's Tip of the Day - 5 MORE Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Friday, October 25, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Outsourced Contact Center Services

Page: 12
1.) 
2P Perfect Presentation

Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:

• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
(read more)
PH: +9661151099888

2.) 
31 West Global Services

We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.
PH: 877-262-5030

3.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API...
(read more)
PH: +44 (0) 207 397 8725

4.) 
Advantage Communications

Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.

Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.

We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?

5.) 
American Help Desk

Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.
PH: 800-997-0977

6.) 
Ameridial Inc.

Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.
PH: (866) 775-4755

7.) 
Ballena Media

Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
SERVICES
-Contact Center Services
-Customer Service Support
-Sales Support
-Web Data Collection
-Telephone Data Collection
-Data Services
-Infrastructure Design
-Workforce Support
-And More
RESPONSIVE
24/7 coverage, always finding the best solution for your business
PH: (760) 338-7057

8.) 
CallNovo Contact Center

Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.

Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
(read more)

9.) 
CGS

CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
(read more)
PH: 1 (212) 408-3800

10.) 
Conectys

Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.

We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.
PH: 646-381-1599

11.) 
Connecta Center

- Prospecting, commercial appointments
- Collection
- Surveys
- Customer Care
- Technical Support
PH: 5222690888

12.) 
ContactWorks

We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
• Consulting
PH: 512-220-2200

13.) 
CPM Group

Sales, Service and Support
Sales: Customer Acquisition, Lead Generation, Cross Sell, Retention, Intervention and Win-Back

Service: Care Lines, Customer Service, Product Recall and Data Breach Notification

Support: Analytics, Data Entry, Quality Assurance, Fulfilment, Receivables Management, Social Media Management and Mystery Shopping
PH: +61 3 9211 2300

14.) 
Eckoh

Contact Center Support
Third Party Contact Center Support that helps you maintain legacy systems even after vendor has declared end-of-life. Maximize your ROI and get a better support service.
Unified Agent Desktop solution brings together disparate solutions into one user-friendly interface. It improves efficiency and enhances both the agent and customer experience.
PH: 01442 458300

15.) 
EMS

EMS provides a complete offering of customer support services:
Inbound/Outbound Abilities
Email/Text Solutions
Interactive Voice Response (IVR)
FAQ/Knowledge Base Maintenance
Live Chat
Preemptive Chat
Web Call Back/Co-Browsing Services
Social Networking
Forum Monitoring
Foreign Languages

Methods of communication and support can vary widely for each unique program. Different goals need to be addressed with different customer support strategies. Many of our clients take advantage of multiple support strategies to provide superior service for their end-users.
PH: 800-233-8811

16.) 
Gatestone & Co.

Customer Contact Center and Business Process Outsourcing (BPO) Solutions.
Since 1978, Gatestone & Co. has been providing Customer Contact Center and Business Process Outsourcing (BPO) solutions to a variety of markets globally.

We offer fully-integrated multilingual Contact Center facilities operating 24/7 x 365, located in North America, Latin America and Asia. We have made tremendous investment in our technologies and process innovations to ensure all the right business outcomes while elevating customer satisfaction and brand loyalty.
PH: 1-800-900-4238

17.) 
ITM Marketing, Inc.

Customer Engagement BPO Solutions
Our agents average 4.5 years of employment with ITM. Our clients enjoy the same agent team year after year. Ask us how we do it!

Working in a variety of industries, ITM provides inbound and outbound customer care, lead generation, lead qualification, sales and ecommerce utilizing the complete omni-channel... voice, chat, email, sms, social, IVR, bots and more.

PH: 330-878-1700

18.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +639178201635

19.) 
Magellan Solutions Outsourcing Inc.

Magellan Solutions Call Center
Magellan Solutions Outsourcing Inc. (Magellan Solutions) is a global leader in delivering stellar customer experiences and back-office support. It is now one of the leading inbound call center and BPO solutions providers in the Philippines, offering a comprehensive suite of outsourced voice-enabled customer care call center services, outbound and lead generation, back-office and data processing solutions to organizations from around the world. We are privileged to introduce to many of our clients the Philippines as a top outsourcing destination country.
PH: 0888 619 9585

20.) 
Matchboard

Contact Center Outsourcing
Matchboard represents a vetted community spanning more than 200 contact centre outsourcing locations across the Philippines, South Africa, Fiji, India, the UK, Australia and New Zealand.

Services covered include customer care, technical support, collections, sales, lead generation and appointment-setting, and operating hours cater to 24x7 needs, as well as clients who just want business hours of after-hours service.

We cover English as well as all major European, Asian and African languages.
 
Page: 12

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