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News : iQor Call Center in Talks for a New Contract

#contactcenterworld, @iqor

Klamath Falls, OR, USA, June 18, 2019 -- iQor call center in Klamath Falls may not shut down on Aug. 30 — putting 300 people out of work — if it is able to secure a new contract for work at the center that sits up in the Tech Hills complex just north of town.

"As previously stated, our leadership team and a number of our sales executives are continuing to reach out to prospective partners to secure a new line of work for us to perform in Klamath Falls," according to a statement issued Monday from Robert Constantine, vice president of marketing in St. Petersburg, Fla.

"Please know that we are working incredibly hard to secure another client. We will notify our family in Klamath Falls and the broader community if a deal has been reached before August 30."


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WARN statement

iQor issued the WARN statement to all of its staff last week, notifying employees that without a new work contract, the staff would be laid off and the site permanently closed down. A WARN is a Worker Adjustment and Retraining Notification under U.S. labor law which protects employees, their families, and communities by requiring most employers with 100 or more employees to provide 60 calendar-day advance notification of closing or layoffs.

A letter given to employees last Wednesday, and to the city of Klamath Falls, reads, "TechFive LLC, a subsidiary of iQor has determined that it must close its facility located at 6000 New Way, Klamath Falls by August 30. The entire facility will be closed and all employees at the facility will be impacted. This closure is expected to be permanent.

"There are ongoing efforts to contract with another vendor to continue operations in Klamath Falls but at this time, we do not have a signed contract to continue operations. Should we be successful in that venture, this notification will be withdrawn. Should we not be successful, the site will be closed."

"Based on the information currently available, we expect that your position will be eliminated, and you will be separated from employment with the company between Aug. 16 and on Aug. 30," the letter said.

Employees will be paid regular wages through the date of their separation and will receive severance pay if they stay on until the layoff takes effect or a new contract is signed. The letter was signed by Sonia Goyal, vice president of human services.

This is not the first time the center had layoffs and it usually happens when a customer contract ends with the call center. The center was initially an Asurion contact center, a customer and product support business center. It had layoffs throughout its history in Klamath Falls. Asurion transferred to iQor, a global provider of outsourced business solutions, on Dec. 1, 2016.

There is no union representing the employees, hence the company does not have so-called bumping right whereby it could transfer more senior employees to other iQor operations.

#contactcenterworld, @iqor

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


About iQor:
Company LogoiQor is a global provider of business process outsourcing and product support services with 32,000 employees in 17 countries. We partner with many of the world’s best-known brands to deliver aftermarket product and customer support solutions that span the consumer value chain, from customer care and receivables management to product diagnostics and repair services. Our award-winning technology, logistics and analytics platforms enable us to measure, monitor and analyze brand interactions, improve business processes and find operational efficiencies that lead to superior outcomes for our partners across the customer and product lifecycles.
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Today's Tip of the Day - Assisted Transfers

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

Published: Wednesday, June 19, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services

 
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.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
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.

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

5.) Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

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.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

9.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

10.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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