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News : Consumer Cellular Expands Redmond Call Center

#contactcenterworld, @consumer_cell

Redmond, OR, USA, July, 2019 -- With renovations completed, a Redmond cellular phone call center plans to nearly double its workforce.

The Consumer Cellular facility at 2999 SW 6th St., near Redmond Airport, features new office and meeting space, remodeled restrooms and parking lot. It has room to house 700 employees, up from the current 357. With the six-month renovation complete, the company also signed a 10-year lease extension on the building with New York-based landlord Lexington Realty Trust.

Portland-based Consumer Cellular opened the Redmond facility in August 2012 with 150 employees, taking over the site of a former T-Mobile call center, according to Bulletin archives. 

The recent remodel is the first significant improvement to the 75,000 square-foot building.

"I think we were going on 16 years since the building first opened with T-Mobile," said site manager Tiffany Smith after a July 9 ribbon cutting. "It was definitely needing a refresh; it’s really exciting for employees."

The facility is an incoming call center for Consumer Cellular’s customers, who are largely seniors with no-contract phones.

The job makes employees feel like a member of the family, said Jeannie Roura, who has been a supervisor with Consumer Cellular for seven years.

Roura said she advises prospective employees: "It’s not going to be one of those typical jobs. It’s one of those where we invest in them and they invest in you."

The company has seen a slow in hiring because of a strong job market, Smith said.

Pay starts at $15 per hour, which includes benefits and, depending on performance, can reach up to $17.25 after 90 days, according to a company spokeswoman.

Consumer Cellular features numerous amenities to entice employees, including a gym with workout equipment that’s open during business hours, easy chairs and a game room with pool and foosball tables.

It has an automated store with sandwiches, drinks and ice cream that is restocked daily.

The company hosts an employee event like a barbecue or ice cream social each month.

"We have a really positive, great environment," Smith said. "We focus a lot on our employees and the people that work here and try to make it as good an environment as possible."

Patience is the key to working with customers, said Landen McKeown, who has been a customer service representative for 18 months.

He enjoys getting to talk with people across the country.

"Just be personable," McKeown said. "I’m a red-­blooded American, they’re a red-blooded American. We’re just talking about phone service."

#contactcenterworld, @consumer_cell

Posted by Veronica Silva Cusi, news correspondent

About Consumer Cellular Inc.:
Company LogoConsumer Cellular is the exclusive wireless provider for AARP members and a top-rated carrier that provides no contract cellphones and service plans to those 50+. Founded in 1995 on the belief that everyone should have affordable access to the safety and convenience of cellular service, Consumer Cellular is privately held with more than 570 employees. The Portland, Ore.-based company utilizes the nation's largest voice and data network, covering more than 296 million people - or 97 percent of the U.S. population.
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Today's Tip of the Day - Please Hold…

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

Published: Thursday, July 25, 2019

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2021 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

OpsTel Services

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 Perfor...
(read more)
PH: 1+480-435-9390


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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