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News : The Contact Company Selects Calabrio WFM to Power BPO Operations

#contactcenterworld, @Calabrio, @tcc_uk

Calabrio, a workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected Calabrio ONE software to support the company’s growth plans. TCC plans to implement a broad range of Calabrio’s automated, data-driven solutions to support the contact centre complexity of its growing client base and hybrid-working in a multi-channel customer service environment.

Matthew Jorgensen, Resource Planning Specialist at The Contact Company commented, "Over the past few years, our sales have doubled and our client base has expanded in number and complexity. We looked for a partner that could offer best-in-class technology while truly understanding the unique challenges that outsourcers face. From our initial conversations with Calabrio, we felt they were the partner for us. We are confident their unmatched experience in the contact centre industry will bring greater agility to our operations and boost our clients’ success. The Calabrio team is also a joy to do business with, extremely knowledgeable and very supportive."

Calabrio ONE will support a large part of TCC’s workforce, making it easier to meet multiple client service levels and deliver carefully tailored customer service packages for clients. The five-strong planning team will maximise Calabrio’s Workforce Management (WFM) capabilities to produce fast and flexible schedules for customer-facing staff and improve longer-term forecasting activities.

Olle Düring, Senior Vice President of Sales, International, at Calabrio added, "Dynamic, fast-growing businesses like The Contact Company can rely on our proven track record, technology, and expert professional services during times of unprecedented growth. Our cloud-first approach is perfectly suited to building a highly flexible workforce that can adapt to rapidly changing customer demand, whatever the channel. We look forward to working alongside TCC to achieve their business aspirations by creating an agile customer service delivery framework that is poised for the future."

TCC intends to expand the Calabrio ONE implementation as the business grows with a continued focus on recruiting and developing local people. Chief executive Asif Hamid also invests his time in local enterprise, as vice chairman of Liverpool City Region Local Enterprise Partnership, chairman of Wirral Chamber of Commerce, and a former winner of the Liverpool ECHO’s DLA Piper Business Person of the Year award.

#contactcenterworld, @Calabrio, @tcc_uk


About Calabrio:
Company LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
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About The Contact Company:
Company LogoHere at The Contact Company, we add value for clients; working as trusted partners, to manage and develop their customer contact processes.
Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Call-backs

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

Published: Thursday, June 8, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Outsourced Contact Center Services

 
1.) 
Premium Listing
Ec3

Retention Outsource Services
Ec3 is an recognized boutique outsourcer based in Durban, South Africa. Focusing on client retentions, reactivations and cross-sales Ec3 has set the standard in outsourcingwith emphasis on guarding client data through rigorous systems and checks and balances.
Neutral English accents and only GMT+2 time zone means campaigns can be easily implemented worldwide. For quality standards, highest conversions and data integrity Ec3 has become the de facto standard for customer retentions through outbound voice, AVM and webchat.

2.) 
Premium Listing
Omnie Integrated Services

Omnie is driven by a mission to make premier customer service and leading technologies available to organizations of all sizes. Omnie’s North American-based brand ambassadors support voice, SMS, email, contact form, live chat and social media. For digital communications, Omnie offers both live chat and automated customer support, 24 hours/day. With clients in the United States, Canada, and Europe, Omnie provides customer service to brands all verticals including eCommerce, health & wellness and hospitality, tech, and travel.


3.) 
AssisTT

Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.

4.) 
Bespoke International Group

Business Process Outsourcing
Bespoke International Group specialise in delivering Global Business Solutions that consistently create an outstanding customer experience

5.) 
Eckoh

Contact Centre Services
Our agents can supplement your existing contact centre by providing help with taking Secure Payment, donation requests, overflow and out-of-hours calls, IVR support, Web Chat and Social Media responses. We ensure your customer card data is completely secure, thanks to our PCI DSS compliant environment.

Unified Agent Desktop solution brings together disparate solutions into one user-friendly interface. It improves efficiency and enhances both the agent and customer experience.

6.) 
Gatestone & Co.

Customer Contact Center and Business Process Outsourcing (BPO) Solutions.
Since 1978, Gatestone & Co. has been providing Customer Contact Center and Business Process Outsourcing (BPO) solutions to a variety of markets globally.

We offer fully-integrated multilingual Contact Center facilities operating 24/7 x 365, located in North America, Latin America and Asia. We have made tremendous investment in our technologies and process innovations to ensure all the right business outcomes while elevating customer satisfaction and brand loyalty.

7.) 
Invensis

Finance and Accounting Outsourcing Services

8.) 
MetroCall

MetroCall is a Contact Center located in Uruguay, with international presence, providing customized solutions and following the trends and needs of users

9.) 
Outcess

CONTACT CENTER OUTSOURCING
OUTCESS SOLUTIONS NIGERIA LIMITED is an integrated customer engagement and business process outsourcing company. We deliver innovative digital and cloud solutions that empower and optimize the performance of people, teams, and organizations.
We are a 100% wholly Nigerian owned venture and believe in the talent of our people in our over 17 years of operations serving the likes of MTN, Airtel, 9Mobile, Multichoice, Total, Mantrac, Nigeria Immigration Service, Nigeria Communications Commission, Guaranty Trust Bank, Fidelity Bank, Sterling Bank, Branch, Avon Medical Centre, AIICO Multishield insurance, Custodian and Allied Insurance, NTEL, Smile etc.
We currently operate a 1200-seat, 24/7, 365...
(read more)

10.) 
Vads

One Stop Solutions for Contact Center
VADS Indonesia provides a contact center as a whole, both fully outsourced and managed services with various channels according to client needs. Provide inbound and outbound contact centers.
- Inbound contact centers such as Customer Service, Walk-In Center, and Service Desk
- Outbound contact centers such as Telesales, Telemarketing, Telesurvey, Teleretention, Telereminder, and Telecollection.

11.) 
Pusula Customer Experience

Pusula CC is a professional communication center that started its journey in 2011 with the vision of offering uninterrupted service, managerial efficiency, creating a unique customer experience.
With its experienced human resources, up-to-date technological infrastructure and innovative business models, it provides services to its customers and business partners beyond expectations.
Pusula CC, whose foundations were laid in 2009, has been operating in the human resource and communication sector since 2011 with its experience, know-how, tailor-made solution suggestions and professional management staff, and takes care to keep the quality of employment at the highest level. It is among the l...
(read more)

12.) 
Teleperformance

Global leader in business service outsourcing Teleperformance, provides easier, faster, simpler, safer, better and more cost-effective customer interactions management in 80 countries with 300.000 employees, in 256 different languages and dialects with its experience over 40 years across the world.
Teleperformance Turkey has been providing outstanding customer experience via customer services, customer acquisition (telesales & telemarketing), technical support, account receivables, BPO, social media management, analytics solutions and digital transformations projects to the world's leading companies since 1995 with 3.750 interaction experts in 5 locations (İstanbul, Balıkesir, Uşak and Anta...
(read more)

13.) 
Webhelp + Concentrix

Making business more human for the world’s most exciting brands
We live in an era of fast connectivity and AI. Today, human experiences have even more power to make businesses come to life in customers’ hearts and minds.

Webhelp is committed to making business more human.

It’s through this commitment that Webhelp enriches customer experience, and designs business solutions that create value for the world’s most exciting companies.

Webhelp is a partner across a range of services including customer experience solutions, social media moderation through to payment services.

Hundreds of brands across the world trust Webhelp because of their people, the culture they work in, and the ideas and technology they put to work.

Webhelp believes that Em...
(read more)
 

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