Check out The Most Innovative, Highly rated Contact Center World Events EVER!
...Thousands of past delegates agree! - BOOK YOUR PLACE TODAY!
Best Contact Centers in the World 2017
all award winners!STARTS IN:
Network, Learn, benchmark in this unique best practice forum with the best practitioners in the World
...who run centers and take your center to new levels of performance, engage staff, improve service and more!
News : Minacs Celebrates 10 Years in Niagara Falls
Niagara Falls, Ont., Canada, Sept 26, 2016 -- Minacs, a call centre located on Montrose Road in Niagara Falls, is celebrating their tenth anniversary.
Anyone driving by the building will see a name change out front, Concentric, and that will become official Nov. 1. A rebranding will take place over the next few months.
"It has been an exciting few months," said Piero Bruni site director, who took visitors on a tour of the facility on Monday.
A number of employees who have been with the company since it opened were presented with certificates. Niagara Falls Counc. Mike Strange brought greetings from Mayor Jim Diodati who is on vacation.
This is an inbound centre, which means calls come to them from across Canada and the United States from customers who are looking for help in solving a problem.
"We’ve had the same client for 10 years," said Bruni.
The starting wage is $12.30 and hour, some workers make $14.90 as a base and those near the top receive $16.80.
"We are constantly working with our client to see what we might be able to do. These are exciting times," said Bruni. "As business changes, we change our business."
With them being an inbound centre, they need to look after the needs of customers so work begins and 6 a.m. and ends at midnight.
"We do customer service on one of our programs which means we deal with service-related issues, such as billing or other wise," said Bruni. "Our other program is technically advanced, it is typically a technical issue that a customer might be having. They call us and we provide them support."
Anyone looking for a job, he adds, is required to have a high school education and basically knowing how to use a computer. Being familiar with some of the technical terms is certainly helpful.
"For customer service we are basically looking for people who are really friendly and nice and can navigate a little bit on a computer," said Bruni. "We do a lot of training. We also work with our community partners when we might have individuals who might not be ready for one of our programs we work with them to see what advances we might be able to do. Modest typing is required."
As workers acquire more skills, he adds, there is room for advancement within the company.
"We get a lot of variance in applicants. We don’t target a specific audience, what we target is a skill set," said Bruni. "We look for people who are friendly and have passion and dedication to the roll. If we get that we are extremely satisfied and we will do the training and the coaching to bring people up to speed to be successful."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Workforce Management Strategy
More Editorial From minacs
Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare and public sectors. We leverage years of process, domain and technology expertise to deliver superior business value to clients with our seamless Customer Lifecycle, Marketing, Finance and Accounting, Procurement and IT solutions and services. 21,000 Minacs experts across 10 countries and 35 centers spanning Canada, Germany, Hungary, India, Jamaica, Philippines, the UK and USA power our solutions through a global delivery model that helps our clients enhance revenues, profitability and customer service
About XO Communications:
XO Communications is a nationwide provider of advanced IP communications, intelligent networking, and cloud computing services for business, large enterprise and wholesale customers. These customers include more than half of the Fortune 500, in addition to leading cable, mobile wireless and domestic and international telecommunications companies. XO offers a superior customer experience through its innovative solutions, its employees' focus on customers and the proven performance of its advanced network.
Published: Friday, September 30, 2016