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.

Mail Order Houses, Electronic Shopping and Mail-Order Houses, Mail order business, Desantis Collection

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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.

Refuse Systems, Waste Collection, Waste management industry, Cumberland Waste Service Inc.

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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.

Office & Computing Machines, Office equipment, International Business Machines Corp.

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