Philips turns to Sitel for call handling

Article Abstract:

Royal Philips Electronics, which makes over 100 products, including consumer electronics, medical equipment and cellular phones, has recently contracted Sitel Corp. of Baltimore, MD, to handle the more than 16 million calls it receives annually. The five-year deal is reportedly valued at $200 million. Amsterdam-based Philips has decided to outsource the call handling operation as part of an overall strategy to enhance the brand through improved service. Under the deal, Sitel will operate two call centers staffed by 1,100 agents by mid-1999. Roughly 750 Philips agents will be displaced to Sitel. The centers, meanwhile, will handle all inbound consumer calls for pre-sale information, product sales and after-sales service requests and questions.

Netherlands, Consumer Electronics, Audio and Video Equipment Manufacturing, Koninklijke Philips Electronics N.V., Sitel Corp.

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Pharmacy taps TSIG to handle front-line calls

Article Abstract:

TeleServices International Group Inc., a St. Petersburg, FL-based provider of outsourced teleservices, has been contracted by Indianapolis, IN-based HomeMed Channel Pharmacy Inc., to handle first-time queries and provide customers with information on prices and dispatching procedures. With TSIG answering the calls, HomeMed will be able to concentrate primarily on its core service of providing personalized pharmaceutical consultations and services. TSIG boasts of its call center network that provides unlimited scripting, credit card verification and fulfillment interface as well as call detail reports and production statistics by telephone agent. The company is working with HomeMed on the telemarketing script.

Marketing procedures, Pharmacies and Drug Stores, Marketing/Advertising Methods, Pharmacists, TeleServices International Group Inc., HomeMed Channel Pharmacy Inc.

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Summit hires West Teleservices

Article Abstract:

West Teleservices of Omaha, NE, has been chosen by Summit Environmental Corp Inc to handle the inbound sales for an infomercial camapign promoting botanical skin-care products. Under the terms of the contract, West Teleservices' agents are tasked to fulfill orders from those who respond to the infomercials, which will begin its test-market airings on Feb 3, 2001. The company should also offer upsells, payment plans and an automatic monthly reorder program.

Direct Marketing Services, Direct Mail Advertising, Direct marketing, West Teleservices

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