Electronics marketer streamlines, ups customer care

Article Abstract:

Thomson Consumer Electronics, an Indianapolis, IN-based manufacturer and marketer of General Electric, RCA and ProScan consumer electronic products, has contracted Boston, MA-based NorCross Teleservices to provide it with call center management services. The multi-year contract calls for NorCross to continue managing daily operations of the firm's on-site call center in Indianapolis and provide directions on process enhancements to boost efficiency and improve customer service. Regarding the call center as a key strategic element in its product and service strategy, the firm intends to focus more on call center automation to control costs and boost the levels of customer satisfaction.

Facilities & equipment, Consumer Electronics, Audio and Video Equipment Manufacturing, Thomson Consumer Electronics, NorCross Teleservices

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TWA defends its hiring of incarcerated reps

Article Abstract:

Trans World Airlines Inc. (TWA) of St. Louis, MO, defended its controversial hiring of offenders as telemarketing representatives after a PrimeTime Live report uncovered an abuse made by a young offender on a caller's credit card number. The airline firm reasoned that it is working with the Ventura Youth Authority solely as a public service to provide rehabilitation to the youth in the correctional facility in Ventura, CA. The firm stated that it fully explained the program to PrimeTime, but the show delivered a very biased story. TWA also claims that the one incident of fraud, where the offender went to prison, is the only incident in 12 years of the program.

Scheduled Airlines, Scheduled Air Transportation, Marketing/Advertising Methods, Airlines, Trans World Airlines Inc.

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