Italian necktie collection checks outsourced calls
Article Abstract:
The Desantis Collection of Boca Raton, FL, an upscale accessories catalog for men that sells hand-picked Italian silk neckties, is using a monitoring program called the Voice Logger to handle and monitor calls. The system, developed by Portland, OR-based Wygnant Corp., provided security and allowed the cataloger to access calls. The firm had earlier decided to outsource order-taking and customer-service in-house following tremendous business growth. Cheshire, CT-based MBS Communications Inc., a privately-owned teleservices agency that was contracted for the assignment, records all questions that reps encounter during calls and sends them back to the mail order company for feedback.
Publication Name: DM News
Subject: Construction and materials industries
ISSN: 0194-3588
Year: 1998
User Contributions:
Comment about this article or add new information about this topic:
Trash pickup company sees high return
Article Abstract:
Cumberland Waste Service Inc., a trash pickup company based in Shippensburg, PA, has seen its conversion rate of sign-ons exceed the industry average of 3% to 4% to 9.87%. The company serves small-size companies of the teleservices industry with a maximum potential of 200 seats. The company is preparing to target rural residents who are currently paying top dollar for trash pickup. Cumberland Waste Service needed only 50 hours to test the effectiveness of its telemarketing campaign. The telemarketing script informs potential customers of the firm's expansion of service into their area and the savings a switch of companies would afford.
Publication Name: DM News
Subject: Construction and materials industries
ISSN: 0194-3588
Year: 1998
User Contributions:
Comment about this article or add new information about this topic:
IBM consolidates cell centers with new global strategy
Article Abstract:
IBM announces plans to combine its international call centers in an aim to establish a streamlined global service structure for teleservices. The 17 operating centers throughout Europe, Middle East and Africa region will reportedly be consolidated to two centers with locations expected to be in Scotland and Ireland. The move will mean customers to be serviced from a central station. The global call center will be operated with new technology, defined processes and less toll-free numbers. The center will use customer resource management, an approach that will circle around the rep to customer relationships.
Publication Name: DM News
Subject: Construction and materials industries
ISSN: 0194-3588
Year: 1998
User Contributions:
Comment about this article or add new information about this topic:
- Abstracts: Political ties: election boosts sales for DMers. Maker of vintage sports jerseys seek online appeal
- Abstracts: Mother's Day generates increase in call volume, sales. Time-share company wants reps to "think vacation."
- Abstracts: Lexus drives sales with new focus on call centers. Aegis Communications reports charge
- Abstracts: Court leaves Polaris facing $34M outlay. Congress hikes fishing, boating funds
- Abstracts: Healthcare postcard campaign goes home. Mail order only way to get newest Beanie baby