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News : Controversial Proposals by Capita to Shut Down Radcliffe Call Centre and Move Jobs 35 Miles Away

#contactcenterworld, @capitacareers

Radcliffe, UK, May, 2021 -- A protest is being staged tomorrow controversial plans to shut down a flagship call centre in Radcliffe.

Capita has announced plans to axe its Tesco Mobile contact centre in Dumers Lane.

The shock move was announced on Tuesday and the centre could close its doors as early as September.

The proposals have upset employees who have described the plans as a "kick in the teeth" and Metro Mayor Andy Burnham and Bury Council leader Eamonn O’Brien are backing a Communication Workers’ Union (CWU) call to reverse the plans.

Under the proposals Capita, say the union, want workers to relocate 35 miles away to Preston Brook, near Warrington.

And 25 per cent of staff would have to work from home. Redeployment to other Capita sites is also suggested, with no pay guarantees.

In documents seen by The Bolton News, workers who cannot work from home or travel and cannot be redeployed face redundancy.


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According to the document, both Tesco Mobile and Television Licensing will leave the site in September.

The CWU says the proposals are "insulting and completely unrealistic". It has called on Capita to allow employees to work from home at current levels if necessary or allow them to seek alternative roles locally.

Mr Burnham said: "I am very disappointed that Capita and Tesco Mobile have taken the decision to transfer much needed jobs out of Bury.

"These key workers, who have worked tirelessly throughout the pandemic helping to keep the country connected, deserve better and I would urge both Tesco Mobile and Capita to work constructively with the local council and the CWU to find a solution that benefits all stakeholders and keeps the jobs in Bury.

"I will do all I can as mayor to support the union and the local council."

Cllr O’Brien added: "Bury Labour stands in solidarity with employees at Capita’s Bury call centre.

"I was very disappointed to hear that the Bury site is being proposed for closure with jobs transferred elsewhere out of the borough putting many workers’ futures at risk. Not only will this be bad for the workers, it will be bad for our local economy.

"I am in full support of the proposals put forward by the CWU to retain these jobs in Bury by allowing employees to continue working from home where appropriate and looking for an alternative site in Bury to keep these jobs in our borough.

"I will ensure the Council is ready to engage with Capita about how we can help explore these proposals."

CWU North West Regional Secretary Carl Webb said: "Capita’s decision to close down this call centre truly beggars belief.

"These workers have built up this brand from the bottom up – and to treat these key workers like this, after their year of bravely keeping the country connected, is astonishing.

"There won’t be any doubt that the CWU will stand in solidarity with its members and will be resolute in supporting a better proposal than what the company are currently offering."

One worker said: "The morale is low. We built this business up from nothing to more than five million customers. We have put all our energy and hard work into this company. We have done lots of project that have benefited Bury and its surrounding areas. We feel like this is a kick in the teeth."

#contactcenterworld, @capitacareers

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


About Capita:
Company LogoOutsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved customer services Supported by our extensive capabilities Comprehensive range of expertise and resources Extensive business centre network Flexible, efficient service agreements and delivery models - onshore, nearshore and offshore
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Today's Tip of the Day - Assisted Transfers

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

Published: Monday, May 31, 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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