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News : Oregon Department of Revenue Unearths New Call Center in Fossil

#contactcenterworld

Fossil, OR, USA, Oct, 2018 -- The next time a local resident has a question on their state income taxes, it could be directed to Fossil.

The Oregon Department of Revenue will be holding a grand opening ceremony for its first standalone call center in the town of less than 500 people.

Wheeler County Economic Development Director Greg Smith said it was a "game changer" for Fossil and akin to Nike making a major expansion at its headquarters in Beaverton.

Joy Krawczyk, the department’s spokeswoman, said state legislators began discussing the Fossil call center as a way to invest more resources into Oregon’s rural communities in 2017.

Smith said that he and then-Rep. John Huffman, who represented Fossil in the Oregon House of Representatives, began talking about decentralizing state jobs with Wheeler County Judge Lynn Morley and former Rep. Cliff Bentz, who represented neighboring District 60 in the House.

"Why can’t we divest some of these jobs from Salem and move them to frontier counties like Wheeler County?" Smith said.

Smith is no stranger to the Legislature either, having represented western Umatilla County, eastern Wasco County and Morrow, Gilliam, and Sherman counties in the Oregon House.

The group of legislators and government officials presented the idea to Gov. Kate Brown, Smith said, and she liked it enough to sign off on the proposal.

The call center now employs six customer service representatives and a supervisor located at the Jeanne E. Burch Building in Fossil.

Krawczyk said the call center has been up and running for two weeks and all of the employees are from the Fossil area.

According to a department press release, the agency received more than 639,000 calls last year from taxpayers with various questions on filing, paying, and other topics.

Krawczyk said the department’s Salem office and its five regional offices will continue to field questions, although the Fossil call center isn’t open to the public for in-person services.

"This team will help the department continue to improve the assistance taxpayers receive and the experience they have when they call us with questions, concerns, or problems," department Director Nia Ray said in a statement.

At less than 1,500 people, Wheeler County is the least populous county in Oregon, and recent events don’t seem to suggest that will change.

In June, Wheeler County Sheriff Chris Humphreys announced that he would resign within the next four to six months and all three of his full-time deputies were also departing.

That same month, all the members Wheeler County High School’s graduating class said they don’t plan to return to the county after completing their college educations. The class of 2018 started with more than a dozen students in first grade, but by the time they reached graduation, the class had shrunk to three.

Despite the trends in Wheeler County, Smith said the call center could help the area reverse its fortunes.

Smith said all of the jobs at the call center were "family wage" jobs with benefits.

If the sheriff’s office hired a new deputy, their spouse could take a job at the call center, Smith said. Together, they could afford to buy a house and a car.

Smith said he didn’t see why there was any reason that the Fossil call center couldn’t be replicated in other counties with sparse populations and services.

According to the department of revenue press release, the grand opening ceremony will take place at the Wheeler County Courthouse in Fossil on Tuesday at 11 a.m.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.eastoregonian.com


Today's Tip of the Day - Customer Satisfaction

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

Published: Thursday, October 25, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

5.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

6.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

7.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

8.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023
 

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