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News : Call Centre Operator Taking on 210 Staff Following Growth in Beauty Sector

#contactcenterworld, @CallCare247

Salford, UK, Oct 25, 2021 -- A Salford-based call centre operator is set to take on more than 200 staff to bolster its beauty team.

CallCare said the ecommerce sector has grown by 46% during 2020 due to the rise in online shopping during the pandemic.

While looking further into how this sector almost doubled in size, CallCare found that the cosmetic industry, in particular, has grown at an average of 4.75% in the past few years. What’s more, it is expected to reach £526bn in worldwide sales by 2025.

Retailers selling electricals, make-up, hair, skincare products, jewellery and books had the highest amount of sales as online purchases rose by 82% last year.

Other findings by CallCare found that 22.2% of these online sales in 2020 were made across cosmetics, as well as health and wellness products, which shows that ecommerce is growing in the UK market.


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During 2019 to 2020, 13.84 billion internet retail sales were made online, which suggests that this is likely to continue rising for 2021.

Data analysts at CallCare have revealed the number of sales made so far in the UK stands at £18bn, to August 2021, by using Statista’s research. The customer service experts believe that this is likely to spike during the last quarter of the year as we head towards Black Friday and the Christmas holidays.

In order to prepare for a busy November and December, CallCare has announced plans to expand its customer service team by recruiting an exclusive ecommerce beauty team at its Salford-based office. The dedicated department will focus on providing customer service 24/7 for a number of global brands.

The roles are for online customer services support and will require people with an interest in make-up, hair and skin care. There will be 210 positions available to apply to.

CallCare’s head of talent management, Baani Kaur, said: "As a business, we’re experiencing double digit growth and need to recruit to support our success.

"We’re a contact centre, handling inbound customer service enquiries. It’s not a boring 9-5 job.

"Our roots as a business are in the North – we have four centres across the M62 corridor, with a head office in Salford. As the group continues to expand, we are looking for additional capacity either at existing sites or new locations, and when it comes to recruiting from a great pool of talent, there’s nowhere better in terms of the quality of people, infrastructure or office costs."

CallCare operates several contact centres in Manchester, Liverpool, and Yorkshire. It was established in 1998 as an emergency telephone answering service. Since then, it has evolved to offer a range of inbound and outbound customer service solutions across eCommerce, facilities management, health and professional services.

#contactcenterworld, @CallCare247

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.thebusinessdesk.com


Today's Tip of the Day - Manual Workforce Management

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

Published: Tuesday, October 26, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
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.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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