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News : Familiar Wichita Falls Call Center with New Name Continues to Grow

#contactcenterworld, @theresultscomp

Wichita Falls, TX, USA, June 3, 2019 -- For nearly a decade, call centers have found a home at 2236 Airport Drive off of I-44 in Wichita Falls. Now, what was once USA 800 is getting a re-brand. Those working for The Results Companies say it's much more than just a call center.

"It's a great job to have," Zac Pierce, one of The Results Companies customer service agents, said.

"I love it. It's a great job," Monica Clayton, another of The Results Companies customer service agents, said.

Clayton and Pierce had never worked at a call center until they were hired at the Results Companies in Wichita Falls. Despite working at a call center with the occasional grumpy customer, "Just let them vent and try to get a sentence in and try to call them down," Pierce said, the positives far outweigh the negatives.

"I mean, I feel like we're more becoming like a closer, family type company," Clayton said.

"It's the job and the friendly environment, you know, the supervisors, as well as other people I work with," Pierce said.

And the pay isn't bad either. Entry level positions begin at $10.50 an hour, with opportunity for advancement.

"October will be three years," The Results Companies Operational Manager Zantea Townsend said. Before then, Townsend was working at a restaurant in town, when she got a Facebook message from a friend saying: "The old call center is opening back up. Come check it out, see what it's about."

Townsend knows not too many people see or know what happens at where she works. Yet, she believes The Results Companies is an asset to Wichita Falls.

"We've employed so many [people] that I know have struggled and have built careers. We're only growing and we have plans to continue growing," Townsend said.

If you're looking for a job and have never worked in a call center, Townsend said The Results Companies will work with you.

"We actually have a business model that focuses on a redeeming quality of each of our agents. And we take that and focus it to their accounts," Townsend said.

Some of those accounts with customer service being streamlined through Wichita Falls include Polaris, Schwan's, as well as Hickory Farms.

"The cheese wheels and the sausages, those are my favorite. That's actually one of my accounts and I love it," Townsend said while laughing.

Even though there are about 800 employed right now, the company still continues to hire and daily.

"We cover such a long period of time. We are open 24 hours and we are open seven days a week," Townsend said. "We don't close for holidays, so there's always opportunities for people to get hours."

To celebrate its growth and accomplishment, The Results Companies will hold a ribbon-cutting ceremony on Friday at 10 a.m.

#contactcenterworld, @theresultscomp

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


About The Results Companies:
Company LogoThe Results Companies is a Global Customer Experience Management provider. Solutions are the hallmark of Results' Partnership approach delivering contact center outsourcing services for companies spanning all verticals including Healthcare, Travel & Entertainment, Telecommunications, Financial Services, Retail and Energy. Results is able to offer domestic, nearshore and farshore solutions. Driving success through Analytic Hiring, Real-Time Data Analytics, Technology and centered around Operational Excellence focused on Continuous Improvement ensures that every customer touch is delivered to the highest degree.
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Today's Tip of the Day - Customer Satisfaction

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

Published: Tuesday, June 4, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
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.
PH: +1 (512) 333 4634

2.) 
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.
PH: +1 512-872-7565

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.
PH: 8005771872

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)
PH: +61404697151

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.
PH: 01442 458300

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.
PH: +91 99026 10044

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.
PH: +972-9-9605894

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
PH: 412-621-9310

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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