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News : BT Designates Newcastle Call Centre as Key Site, Safeguarding Hundreds of Jobs

#contactcenterworld, @BT

Newcastle, UK, Aug 5, 2020 -- Telecoms provider BT is to set to carry out an investment at its Newcastle site after the call centre was revealed as a key location in the company’s future plans.

The announcement comes a year after BT announced plans to consolidate its 300 offices into just 30.

The move safeguards around 1,100 jobs at Gosforth Business Park, which is the latest key location to be unveiled in the UK as part of BT’s Better Workplace Programme.

Other locations already announced include Glasgow, Dundee, Edinburgh, Birmingham, London, Manchester, Belfast, Bristol, Cardiff, and Ipswich and more announcements are due to follow.

The five-year programme to improve and consolidate BT’s footprint includes corporate offices, contact centres and specialist sites.

James Ramsbotham, chief executive of the North East England Chamber of Commerce, said: "Our Chamber member BT plays an important part in our regional economy both in terms of employment and connectivity.

"This investment is extremely welcome news and proof of its commitment to the North East and its substantial workforce. In the current challenging times, BT’s news is even more significant and a tremendous testament to its determination to provide the very best possible service to its customers."

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Nick Lane, managing director of customer service at BT’s Consumer business, said: "Our refurbished building in Gosforth will bring our people together in an impressive and modern environment, transforming the way we work.

"Excitingly, it will continue to be an important location for BT in the North East. Our colleagues will benefit from working in a future-fit office environment with state of the art facilities designed around a central multi-use portal, with connected pods and refuel zones."

Liz Needleman, BT Group regional lead for the North of England, added: "This is a real sign of BT’s continued commitment to Newcastle.

"Although many of us have been working from home successfully over the past few months, we also know that modern office environments are vital. I’m so pleased we are able to announce this investment and expansion at a time when it’s more important than ever to demonstrate our confidence in the North East’s ability to make a sustainable recovery from the impact of the Covid-19 pandemic.

"While we are today announcing this exciting refurbishment of the Gosforth office, we also have further offices within the Newcastle area, which will benefit from refurbishment. We plan to announce these locations in the coming months."

#contactcenterworld, @BT

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


About BT:
Company LogoBT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all UK customers, network services and solutions for communication companies, worldwide business solutions, internet services, and advanced research and technology.
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Today's Tip of the Day - Pre-Employment Testing

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

Published: Friday, August 7, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

9.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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