| Marketplace |
Check out the following other websites which we believe contribute valuable content in your business arena. They include Events, Associations, Research and Analysts, Blogs, Consultants and more. They may be a start.
Send us your link requests to service@softigator.net
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EVENTS|UK
www.callcentre-expo.com/softigator
Call Centre Expo 2008 – For enhanced contact centre performance visit Europe’s event for customer contact solutions. 16-17 September 2008 at Birmingham NEC, UK.
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EVENTS|GERMANY
www.callcentrescience.co.uk
Call Centre Science, 22-23 January 2008, Leipzig, Germany. Organised by itCampus and Germany’s contact centre magazine CallCenterProfi, Call Center Science 2008 will offer a balanced mixture of scientific research and hands-on experience from industry leaders. It will examine the future of the entire process of communication strategy and management.
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EVENTS|UNITED STATES
www.callcenterdemo.com
Call Center Demo is one of the leading events in the USA. 13-15 February 2008 in Miami, Florida, USA.
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GERMANY|EVENTS
www.callcenterworld.de/en/
CallCenterWorld 2008 is one of the leading events of the European Call Center Market. Management Circle cordially invites you to the anniversary event in February 2008, in Berlin. 10 years of CallCenterWorld stands for 10 years as a leading industry event and 10 years of guaranteed call center competence. CallCenterWorld is also offering you the perfect knowledge and networking platform in 2008 for 4 days, in its unique combination of a trade congress and trade fair. The congress highlight in 2008: The key note speech by Don Peppers. He is a specialist in strategies for individual customer care. Peppers’ ideas are regarded as being visionary. The American Business 2.0 magazine described him as one of the leading marketing gurus of the present day. 18-21 February 2008, Berlin, Germany.
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UK|EVENTS
www.cce-forum.co.uk
The Call Centre Executive Forum 2008 is basically a high end event in addition to the Call Centre Expo by the same organiser CMP. The event focuses on high level decision makers of large contact centres and is UK based. Oriana (Boat), Southampton, 7 - 10 May 2008.
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EVENTS|UK
www.planningforum.co.uk/conference.htm
Professional Planning Forum, UK & Ireland oriented, offers a yearly conference with 350 delegates expected. 28-29 April 2008, Manchester, UK.
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EVENTS|FRANCE
www.salon-seca.com
SECA is the leading convention and exhibition for the French speaking Call Centre market. 1-3 April 2008, Paris.
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EVENTS|UK
www.forumevents.co.uk/forums/cc/
The 7th Call Centre & Customer Services Summit is targeted at providers of Call Center Software and Technology as well as Call Centre Outsourcing providers. The organize 1:1 sessions with prospective clients instead of exhibitions. The next events take place on 3-4 March 2008 and 20-21 October 2008.
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EVENTS|UK
www.icbi-uk.com/ecmw/
European Customer Management World is a convention where Call Center Software vendors can take the role of sponsors for specified topics. 12-15 May 2008, London.
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EVENTS|UK
www.idmf.co.uk
The International Direct Marketing Fair. 29 April - 1 May 2008, London.
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CANADA|EVENTS
www.iccmcanada.com/iccmcanada/v42/index.cvn
ICCM Canada is a combination of convention and exhibition. 7-8 October 2008, Toronto, Canada.
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EVENTS|UNITED STATES
www.accecmp.com/index.jhtml
The Annual Call Center Exhibition (ACCE) is - besides the Call Center Demo - probably the leading event in the USA. 15-18 September 2008, Phoenix, Arizona, USA.
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EVENTS|OTHERS
www.terrapinn.com/2008/cmwza
Customer Management World Africa 2008. 21 August 2008, Johannesburg, South Africa.
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MARKET RESEARCH
www.commfusion.com
COMMfusion LLC provides consulting and market research analysis on voice/data convergence markets and technologies, aimed at helping end-user and vendor clients both strategically and tactically. Blair Pleasant has a long history in market research for communications technologies. One of her main topic is CTI.
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MARKET RESEARCH
www.ucstrategies.com
UC Strategies is an industry resource for enterprises, vendors, system integrators, and anyone interested in the growing Unified Communications arena. A supplier of objective information on Unified Communications, UC Strategies is supported by an alliance of leading communication industry Advisors, Analysts, and Consultants, who have worked in the various segments of Unified Communications since its inception. Blair Pleasant has lots of experience as a market researcher in the Communications Technology arena. Don van Doren, director of Vanguard, Call Center Technology consultants is an important member of the team.
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MARKET RESEARCH
www.contactbabel.com
ContactBabel is a leading analyst firm, having published strategic reports on the future of the UK, US, South Africa and Indian contact centre industries.
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MARKET RESEARCH
www.mzaconsultants.com
MZA has wide experience of working at both a Global and European level in voice, data and mobile markets. An extensive programme of Multi- Client research is complemented by a wide range of custom projects. Editor\'s comment: Having their roots in the PBX arena, what makes the difference is that they deliver shipment
rankings each year. They have grown from PBX into other Call Center Technologies and are on the rise. Sarah Cock is their Call Center Technolgy analyst.
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MARKET RESEARCH
www.mitial.com
Mitial provides Research & Benchmarking for Call & Contact Centres:
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ASSOCIATIONS
Editor Note
Call Center Associations can help buyers and vendors of Call Center Management Software in many ways. First of all, some of them provide member lists to their members provided they oblige themselves not to pursue any mass marketing activities with these lists. What is tolerated is networking on their events and often the association puts people in touch on request. As much important are their surveys among members and the industry. Some of the following associations are focusing on Call Center organisations and some on their professionals as individuals. Others see their member base in the direct marketing arena and the call center industry as a part of that. Most associations offer their websites in their native language. On your request we can help to get you in touch.
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AUSTRALIA|ASSOCIATIONS
www.ccma.asn.au
The Customer Contact Management Association (CCMA) of Australia provides a forum where contact centre industry professionals can interact with their peers locally, nationally and as part of an international network of like-minded industry associations. CCMA members come from a diverse mix of management roles and industries, and the CCMA organises a wide range of events, such as luncheons, breakfast forums, site tours, social functions to accommodate different needs and interests. The association also endorses conferences, awards, seminars and business papers within the contact centre industry.
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AUSTRALIA|ASSOCIATIONS
www.hdi.com.au
HDAA is the Australasian partner to the world’s largest membership association for service and support professionals, HDI-USA. HDI services more than 7,500 members, 60 chapters and 5 country partners worldwide.
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AUSTRALIA|ASSOCIATIONS
www.adma.com.au
ADMA is Australia\'s principal body for information based marketing. Formed in 1966, ADMA has evolved to become the nation\'s pre-eminent marketing association representing over 500 member organisations.
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AUSTRALIA|ASSOCIATIONS
www.ata.asn.au
Australian Teleservices Association Ltd (ATA)\'s mission statement is to lead the call and contact centre industry and to promote professionalism, growth and ethical behavior. Its success has been built on its everlasting commitment to the development of a professional and ethic call centre industry in Australia. This ideal has been the ATA’s core objective since its inception and by staying focused on this, the ATA has ensured it has remained a true members organisation, delivering on the needs of its membership.
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AUSTRALIA|ASSOCIATIONS
www.acif.org.au
Communications Alliance was formed to provide a unified voice for the Australian communications industry and to lead it into the next generation of converging networks, technologies and services.
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AUSTRIA|ASSOCIATIONS
www.call-center-forum.at
Austrian Call Center Forum
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AUSTRIA|ASSOCIATIONS
www.dmvoe.at
Austrian Direct Marketing Association at
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BELGIUM|ASSOCIATIONS
www.contactcentres.be
The Belgian Association Contactcentres.be has been launched in June 2004, with the support of a few people interested in developing professionalism within the call centre industry and with the full Support of AGORIA a multisector federation representing companies active in different branches of industry.
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BRAZIL|ASSOCIATIONS
www.abrarec.com.br
The Brazilian Association for Corporate and Customer Relations (ABRAREC) develops products, services and relationships that deal with information, technical training and certification for market and behavioral issues of its members, promoting its projection and enhanced performance, towards the global challenges.
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CANADA|ASSOCIATIONS
www.camx.ca
As the National voice for the Call Management
industry, the Canadian Association CAM-X contributes to its member’s profitability by fostering a willingness to exchange ideas, experiences and solutions while promoting the general welfare and ethical standards of the industry.
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CANADA|ASSOCIATIONS
www.callcentres.org
The Ottawa Regional Contact Centre Association or ORCCA is dedicated to the advancement of the contact centre profession throughout the Ottawa Region. ORCCA hosts regular meetings, workshops and other special events that enable the sharing of ideas, the enhancement of industry skills, and the opportunity to learn from experts about new developments and trends.
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CHINA|ASSOCIATIONS
www.gccrm.com
GCCRM serves 100,000 business professionals globally, and offers an annual Customer Management Forum, an annual Customer Management Awards program, and a Customer Management Professional Club, providing platforms for knowledge transfer, business networking and career enhancement. GCCRM and her International Partner Team deliver a CEM Professional Certificate Training Program in the U.S. and the Asia Pacific region.
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CHINA|ASSOCIATIONS
www.cncca.net
China Call-Center & CRM Association (CNCCA) is a supporting organization to the Ministry of Information Industry of China (MII) in its efforts to regulate the call center and CRM services market, and the only association for the call center and CRM services industry registered with the Civil Affairs Ministry of China.
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COLOMBIA|ASSOCIATIONS
www.acdecc.org
The Colombian Association of Call Centers was constituted on May 2, 2001 by a group of entrepreneurs of the sector with the purpose of grouping together legal persons and other entities functioning as Call Centers, Contact Centers, Hardware and Software Suppliers, Call Center Industry Services, and legal persons having in their organizations their proper Call Center or Contact Center.
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CZECH REPUBLIC|ASSOCIATIONS
www.admaz.cz/eng
ADMAZ is a professional association of individuals and legal entities working in direct marketing and the mail order business. It is a member of the Czech Advertising Standards Council and the Czech Confederation of Commerce and Tourism, and internationally the European Distance Selling Trade Association (EMOTA) and the Federation of European Direct and Interactive Marketing (FEDMA).
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DENMARK|ASSOCIATIONS
www.dmklubben.dk
Danish Marketing Forum
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FINLAND|ASSOCIATIONS
www.ssml.fi/?l=en
The Finnish Direct Marketing Association (Finnish DMA) represents the major direct marketers in Finland. The member companies of the association include telemarketing companies.
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FRANCE|ASSOCIATIONS
www.afrc.org
Association Francaise des Centres de Relation Clientele (AFRC) is the French Call Center Association. Website in French only.
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FRANCE|ASSOCIATIONS
www.fevad.com
French Telebusiness and Ecommerce association (FEVAD)
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GERMANY|ASSOCIATIONS
www.ccf-ev.de
Call Center Forum is the leading body for the German Call Center industry with some 350 members. They provide knowledge exchange on events and through market surveys and are a member of the European roof organisation ECCCO (http://www.eccco.org/). Among the members are in-house Call Center as well as Call Center Outsourcing providers, vendors and distributors of Call Center Management Software and Technology. The website is in German language.
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GERMANY|ASSOCIATIONS
www.ddv.de
The German Direct Marketing Association - Deutscher Direktmarketing Verband e.V. (DDV) - represents the interests of nearly 850 corporate members. The association is not only an active participant in public affairs but also considers itself as a liaison between industry and consumers.
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EUROPE|ASSOCIATIONS
www.eccco.org
The European Confederation of Contact Centre Organisations ECCCO is a non-profit association that will promote the interests and needs of the European contact centre industry. Their major aims are: * Promote the exchange of knowledge and informations - Promote the profession and recognition of Contact Centre Management - Provide representation to Regulatory bodies - Act as a collective to influence the appropriate legislative
bodies. * Provide information and education to its members - Promote co-operation among its members. * Develop and promote European quality standards for the cc-industry - Promote a European Contact Centre AwardECCCO is less interesting as a direct source, but can be a good entry point to connecting to the member countries\' organisations. On top, they bring their member organisations together on topics such as Call Center standards, certification and lobbying.
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EUROPE|ASSOCIATIONS
www.fedma.org
FEDMA is the single voice of the European direct marketing industry. Its national members are direct marketing associations (DMAs) representing users, service providers and media/carriers of direct marketing. FEDMA also has more than 200 direct company members.
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EUROPE|ASSOCIATIONS
www.socapineurope.org
SOCAP stand for the Society of Consumer Affairs Professionals.SOCAP is a not for profit organisation representing the professionals working in the Customer Service Industry. SOCAP is a worldwide organisation. It was originally founded in the United States of America in 1973. SOCAP UK followed in 1986 and there are now SOCAP organisations throughout the world including Australia, New Zealand, South Africa, Japan, Korea, Brazil and Canada. World-wide there are over 4,000 members.
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HONG KONG|ASSOCIATIONS
www.hkcca.com
Hong Kong Call Centre Association (HKCCA) was formed by a group of call centre users in September 1999. The association has a mission to help local organisations improve their customer service by deploying the best management practices and latest technologies. It aims to promote excellence in three main areas: Process Improvement, People Management and Technology.
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IRELAND|ASSOCIATIONS
www.ccma.ie
The Contact Centre Association Ireland (CCMA) aims to represent you and all the other Contact Centre managers and leaders in Ireland in the media, when articles and discussions are being drawn up regarding the future of our industry and the people working in it.
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IRELAND|ASSOCIATIONS
www.idma.ie
The Irish Direct Marketing Association (IDMA) is the trade association of the direct marketing industry in Ireland. Membership is made up of companies engaged in direct marketing activities, as well as suppliers of products and services to the industry.
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ITALY|ASSOCIATIONS
www.club-cmmc.it
Italian Contact Center Association
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ITALY|ASSOCIATIONS
www.aidim.it
Italian Direct Marketing Association
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OTHERS|ASSOCIATIONS
www.telemarketing.or.kr
Korea Contact Center Association
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JAPAN|ASSOCIATIONS
www.jtasite.or.jp
The Japan Telemarketing Association (JTA) is a non-profit organization representing organizations and individuals in Japan who initiate and/or facilitate telephone and Internet commerce and services, including call and contact centers, equipment suppliers, trainers, and consultants. The Association provides leadership in the professional and ethical use of the telephone in telemarketing.
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MALAYSIA|ASSOCIATIONS
www.ccam.com.my/english
The Customer Relationship Managment and Contact Centre Association of Malaysia aims to develop and promote service standards in the customer service industry and to provide a platform for members to achieve accreditation within the industry. Further, it promotes pfrofessionals in the planning, management and growth of the call center sector, thus, making Malaysia the regional hub for the call center industry in this region.
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UNITED STATES|ASSOCIATIONS
www.mcca.mb.ca
The Manitoba Contact Center Association (M.C.C.A.) is a group of customer contact managers/directors/owners working together to advance the industry in Manitoba. The MCCA provides Manitoba stakeholders the opportunity to create a long-term strategy to help ensure the growth of a sustainable Manitoba labour pool and to address the employment needs of the customer contact industry through public and private partnerships.
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MEXICO|ASSOCIATIONS
www.imt.com.mx
Mexican Institute of Teleservices\'s services include national events, networking, certification.
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NETHERLANDS|ASSOCIATIONS
www.verenigingcontactcenters.nl
VCN, the Vereniging Contactcenters Nederland, is
an independent association for organisations with inhouse contactcenter activities and a select group of suppliers to the contactcenter industry. VCN serves as a platform for generating and distributing information and knowledge on contactcenters and related subjects.
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NETHERLANDS|ASSOCIATIONS
www.ccma.nl
Call Center Managers Association is the leading body for call center professionals in the Netherlands. They are running a Business Club, Europese and are part of the European association ECCCO (see there). The Dutch CCMA Members offers their members participation at a national yearly call center convention and access to call center site visits.
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NETHERLANDS|ASSOCIATIONS
www.ddma.nl
Dutch Direct Marketing Association at
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NEW ZEALAND|ASSOCIATIONS
www.tuanz.org.nz
TUANZ is a not-for-profit organisation promoting the needs of end-users of telecommunications in New Zealand. Our 500 corporate members, represent a cross-section of the major business users of telecommunications. UANZ holds monthly Contact Centre luncheons which offer industry professionals the chance to learn about new technologies and keep up-to-date with the latest contact centre best practice. The annual TUANZ Contact Centre Conference & Awards is the premier event on the contact centre calendar.
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NORWAY|ASSOCIATIONS
www.nordma.no
Norwegian Direct Marketing Association at
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PHILIPPINES|ASSOCIATIONS
www.ccap.ph
The Contact Center Association of the Philippines (CCAP) is the official organization of outsource contact center service providers in the country. It was established in October 2001 by seven founding member companies. It is open to all companies operating an outsource contact center in the with a capacity of no less 50 seats.
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PHILIPPINES|ASSOCIATIONS
www.bpap.org
Business Processing Association of the Philippines (BPA/P), a private-sector led organization representing sectors of IT-enabled services industry in the country, serves as the one-stop information and advocacy gateway for the country’s key IT-enabled services sectors of Contact Centers, Business Process Outsourcing, Medical & Legal Transcription, Software Applications, Development and Maintenance, Animation, Engineering Services and other allied support services.
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POLAND|ASSOCIATIONS
www.smb.pl
Polish Direct Marketing Association at
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PORTUGAL|ASSOCIATIONS
www.apcontactcenters.com
The Portuguese Association of Contact Centers is a business association established by 3C - Customer Contact Center, ES Contact Center, Interactiva/DM6, PT Contact and Teleperformance Portugal. Today apcc have 32 members distributed by 10 economic sectors – all members operate in the value chain of a contact centre and have a strategic interest in apcc mission. Major banks, utilities companies, outsourcers, consultants and IT are among the 31 members.
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PORTUGAL|ASSOCIATIONS
www.europecontactcenter.blogs.com/intercontactoproportugal
Associação Internacional de Profissionais de Centros de Contacto e Comunicação nos Países de Língua Portuguesa e Castelhana. Portuguese Association of Contact Center Professionals.
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SINGAPORE|ASSOCIATIONS
www.ccas.org.sg
The Contact Centre Association of Singapore (CCAS) is a non-profit, independent organization which aims to harness existing expertise and promote the development of a world-class contact centre industry in Singapore and across the region. Its mission is to develop the awareness and professionalism of the contact centre industry through networking, education and research. Today, the Association has established itself as the representation and is a platform to exchange ideas to deliver value and reach of enterprise-wide customer experience in the industry in Singapore.
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SLOVENIA|ASSOCIATIONS
www.zdms.org
Slovenian Direct Marketing Association at
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SOUTH AFRICA|ASSOCIATIONS
www.ccng.co.za
The South African Call Center network\' site is currently down for maintenance.
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SOUTH AFRICA|ASSOCIATIONS
www.bpesa.org.za
Business Process enabling South Africa. BPeSA is the national coordinating body representing the interests of the Business Process Outsourcing & Offshoring sector in South
Africa.
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SOUTH AFRICA|ASSOCIATIONS
www.callcentres.co.za
Joburg BPO&O provides resources for information on the Joburg BPO&O industry and environment and the platform for entering the Joburg/South African market. Joburg is the premier South African city for outsourcing and is fast becoming the preferred outsource destination for specialized, non repetitive call centre and BPO support.
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SPAIN|ASSOCIATIONS
www.aeeccc.com
The AEECCC (Spanish Association of Experts in Contact Centres) was created back in 2001 as a unique forum where professionals of the Call Centre / Customer Service industry could meet to share best practices, express and work on concerns and opportunities and overall, become a qualified association to help grow Contact Centre activities in the market place. The AEECCC gathers over 180 professionals with proven experience in leading and managing Contact Centres, having members from most activities, outsourcing companies and suppliers of technology and services, in Spain.
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SPAIN|ASSOCIATIONS
www.asimelec.es
Interitis, including Contact Centers at
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SPAIN|ASSOCIATIONS
www.fecemd.org
Spanish Direct Marketing Association at
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SWEDEN|ASSOCIATIONS
http://sccen.verktyget.se
The Swedish Call Centre Federation, SCCF, is a trade organisation for call and contact centre companies. Membership is also open to organisations with an internal call / contact centre operation.
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SWEDEN|ASSOCIATIONS
www.swedma.se
Swedish Direct Marketing Association at
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SWEDEN|ASSOCIATIONS
www.supportinst.com
Support Services Institute
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SWITZERLAND|ASSOCIATIONS
www.callnet.ch
The Swiss Contact Center Association can be found at
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TAIWAN|ASSOCIATIONS
www.tccda.org.tw
The Taiwan Call Center Development Association (TCCDA) hosts regular seminars and events to deploy call center knowledge and experience in management, techniques, and marketing, including a quarterly meeting designed to encourage strong communication within the group.
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THAILAND|ASSOCIATIONS
www.ccia.or.th
Thailand\'s Call Center Industry Association (CCIA) is to promote and give recognition to the Call Center industry in Thailand and those who are employed in Call Centers; to actively promote continuous professional development of contact centre professionals; to provide professional standards and skills recognition, to provide research and benchmarking data and to provide a forum for knowledge sharing and networking across the industry.
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UK|ASSOCIATIONS
www.cca.org.uk
The Customer Contact Association, CCA, is the UK\'s professional body for customer contact with over 800 corporate members and 3,500 senior practitioners. CCA delivers professional services CCA encouraging the continuous professional development of contact centres, and the people employed within them. There are best practice and certification programs, market studies, a member list and research programs, but apart from the annual event and certification events vendors of call center management software and technology are largely excluded from networking with call center managers. There is a dedicated member package for them, but harldy any options to network. However, a good source for research.
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UK|ASSOCIATIONS
www.instituteofcustomerservice.com
Institute of Customer Service (ICS) is the UK\'s independent professional body for customer service. Both Organisational and Individual Membership. Activitites includes knowledge exchange, regional activities, research, annual conference, definition of customer service standards, ways they can be acquired and award attainment of customer service excellence by organisations and individuals.
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UK|ASSOCIATIONS
www.planningforum.co.uk
The Professional Planning Forum is the independent industry body supporting effective contact centre planning and analysis. These are complex, specialist skills that have become fundamental to the success of today's contact centres. Yet many organisations still expect analysts to learn the role with no formal training or accreditation and with few opportunities to share experience with other centres. The Forum's programmes offer expert training and support, so that you get the results you require. We offer networking and best practice events to learn from what works in other centres. Established in March 2000, we are supplier-independent and work across all industry sectors – mainly in Europe.
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UK|ASSOCIATIONS
www.tca.org.uk
The Telework Association is Europe\'s largest organisation dedicated to the promotion of all forms of teleworking and over 7,000 people and organisations have joined us since we started in
1993. We believe that these new ways of working can benefit people by increasing the quality of life and improving access to work, as well as delivering significant business benefits to the organisations that implement them.
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UK|ASSOCIATIONS
www.dma.org.uk
The Direct Marketing Association UK is Europe\'s largest trade association in the marketing and communications sector. The DMA was formed in 1992, following the merger of various like-minded trade bodies, forming a single voice to protect the direct marketing industry from legislative threats and promote its development.
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UK|ASSOCIATIONS
www.noa.co.uk
The NOA is the UK’s only outsourcing trade association. Advocating best practice, the NOA represents outsourcing end users, vendors and other companies which support outsourcing, such as legal firms, consultancies and HR. The NOA is involved in research, events, education and public affairs. The vast quantity information that the NOA has collected is referred to as BOOK (the Body Of Outsourcing Knowledge).
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RESEARCH ORGANISATIONS
www.elsnet.org
ELSNET is a Europe-based forum dedicated to human language technologies. It operates in an international context, and will consider, across discipline boundaries, all human communication research areas related to language
and speech:
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RESEARCH ORGANISATIONS
www.ebri.org
The mission of the Employee Benefit Research Institute (EBRI) is to contribute to, to encourage, and to enhance the development of sound employee benefit programs and sound public policy through objective research and education.
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RESEARCH ORGANISATIONS
www.usm.edu/callcenter
The Call Center Research Laboratory (CCRL) was established in fall 2004 by and reports to the office of the Vice-President for Research and Economic Development at The University of Southern Mississippi. Like many other research centers on university campuses across the United States, the goal of the CCRL is to be a producer and conduit for high quality academic research for the call center industry.
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RESEARCH ORGANISATIONS
www.telcoa.org
The Telework Coalition enables Virtual, Mobile, and Distributed Work through Research, Education, Technology, and Legislation.
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FORUMS
www.kenrehor.com/voicexml
Ken Rehor\'s World of VoiceXML
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FORUMS
www.voicexmlforum.net/index.html
Voice XML Forum
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FORUMS
http://callcenter.startkabel.nl
Startkabel - Dutch Call Center Industry Website.
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BLOGS
www.jmoellerconsulting.com/call_center_outsourcing_blog.htm
A blog about Call Center Outsourcing can be found on
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BLOGS
http://callcenter.blogsontheweb.com/
A blog where some vendors of Call Center Management Software and Technology post their messages and set up links is
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BLOGS
http://callcentercafe.blogspot.com/
A more general call center blog, widespread in the english speaking web world is
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BLOGS
http://blog.tmcnet.com/
Media company TMCnet runs a call center blog focused on news
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CONSULTANTS
www.vanguard.net
Vanguard is an independent consulting company specializing in effective business solutions for improved customer interaction, including contact centers and self service, and for internal collaboration among field staff and knowledge workers. They help clients both with traditional systems and processes and with innovative approaches, such as recent developments in converged and unified communications. USA based.
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CONSULTANTS
www.lieberandassociates.com
The foundation of Lieber & Associates consulting activities is a comprehensive contact center assessment. This series of diagnostic evaluations identifies strengths, weaknesses, opportunities and threats (SWOT analysis). Based in the USA.
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CONSULTANTS
www.amtechmarketing.com/
Amtech Marketing provides consulting, management recruiting and training services to enhance the people, processes and technology of contact centers. Based in the USA.
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CONSULTANTS
www.incoming.com/Consulting/Consulting.aspx
ICMI’s call center consulting services provide you with results-oriented solutions for real-world challenges. Brad Cleveland and his team offer consulting services and a variety of resources around the call center management topic.
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CONSULTANTS
www.copc.com
As a major international contact centre and BPO consulting firm, COPC Inc. offers critical operations management services, from contact centre and BPO outsourcing consulting services to contact center vendor management training and certification to the COPC® Family of Standards.
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CONSULTANTS
www.ccdq.com
The Center for Customer Driven Quality (CCDQ) is internationally recognized
as a research and education organization for behavior in customer access and access channel management issues. USA based.
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ITALY|INTERESTING COMPANIES
www.club-cmmc.it
Customer contact website from Italy with useful call centre information and tools.
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INTERESTING COMPANIES
www.collect.org
Comtech was founded in 1988 and is headquartered in Victoria, BC, Canada with an additional office in Brisbane, Australia. Comtech\'s flagship product, Collect!, is widely recognized as the leading business management software solution for the world\'s receivables management industries.
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CANADA|INTERESTING COMPANIES
www3.sympatico.ca
Keevil & Associates, a Technical Associates Network in Toronto
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INTERESTING COMPANIES
www.ptsc.com
Patriot Scientific Corporation specializes in licensing innovative and proprietary technologies.
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MARKET RESEARCH
Editor Note
Some Market Research companies prefer not to be linked to. On your request we will happily provide information on our experience who you can ask about which marketplace.
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INDUSTRY DEVELOPMENT AGENCIES
www.itida.gov.eg
Information technology Industry Development Authority (ITIDA): ITIDA, established in 2004, sits at the heart of the public/private partnership that’s responsible for driving development and growth in Egypt’s contact centre and BPO industry. For the inward investor it acts as a conduit to Egypt’s resources and extensive government support.
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EVENTS|UNITED STATES
www.ccdemo.com/
Call Center Demo and Conference Dallas 2008
19 - 21 May 2008, Dallas, TX, USA
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UNITED STATES|INTERESTING COMPANIES
http://www.qatc.org/index.html
The Quality Assurance & Training Connection (QATC) is an organization devoted to facilitating the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center. QATC provides its membership with a variety of benefits, including tips of the week, how-to newsletters, regional networking meetings, online forums, and an annual conference.
The QATC Board of Advisors provides leadership for QATC and directs many of its activities. The Board is composed of recognized call center leaders and industry experts.
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INTERESTING COMPANIES|UK
www.cactussearch.co.uk
Cactus Search is one of the UK's most proactive Management Recruitment Consultancies for Call & Contact Centres. Through our dedication, professionalism & expertise we have been recognised as experts in our field & have been awarded contracts with an enviable list of Blue Chip organisations. We offer a flexible & unique approach to resourcing for challenging Contact Centre Management roles across all Contact Centre disciplines, including: Operations, Resource Planning, MI, Project Management, Dialler and Analytical roles.
One of our clients recently commented: "Cactus are a world apart from the norm. They have proven to be extremely versatile and with their unique and personalised approach to supporting client needs, they are an exceptional team and worth every penny we've spent with them so far."
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INTERESTING COMPANIES|UNITED STATES
www.yoursautodialer.com
VoIP predictive dialer by yoursautodialer.com specializes in Predictive Dialer, Interactive Voice response, call center software, Predictive dialing & autodialer.
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UK|EVENTS
www.planningforum.co.uk
26 February 2008, Outbound Planning Seminar, East Midlands.
The Whitehouse Hotel, Kegworth, East Midlands Airport.
Take the opportunity to come and participate in an event that has something for everyone involved in Outbound Contact. Whatever role you are undertaking and whatever level of Outbound Contact you are making, there will be something for you at our Outbound Planning Seminar.
Hear case studies from people just like you who are working with key suppliers to deliver the level of service their customers expect.
Learn about some of the technologies available to assist you with all channels of your outbound contact.
Listen to the latest benchmarking research conducted by the Professional Planning Forum.
Hear about the challenges that new legislation is going to bring in our compliance section.
Have the chance to ask those burning questions in our panel discussions.
Finally, use the opportunity to speak to key suppliers in our Expo area and network with fellow professionals facing similar challenges.
Book now for £145+VAT per place and free to all Professional Planning Forum members.
Please email Kirsten.wiltshire@planningforum.co.uk or visit our website www.planningforum.co.uk or call us on 0870 870 59 60 for more information.
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INTERESTING COMPANIES
www.noetica.com
Noetica provides the unique Call Centre Software SYNTHESYS - a Customer Interaction Management (CIM) and Predictive Dialer software combining a Service Oriented Architecture (SOA) unified agent front end with a Business Process Management engine. Agents use one single system only. Non-technical staff can map processes and tailor screens to each process step within minutes and without any downtime.
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UK|JOBS
Operational Performance Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Operational Performance Manager
Location
UK
Salary
35K + Bens
Details:
Company / Role Overview:
This is an opportunity to join a leading organisation that prides itself on development of staff and providing a stable and bright future for enthusiastic and self motivated individuals.
The purpose of the role is to mange the operational performance analysts (multi site). You will work closely with operational teams to drive delivery of key operational matrics.
You will ensure standard operational procedures for Resource Planning and Real Time and manage stakeholders within the sites across direct channels. So this individual will need to encompass the following key skills
Key Skills / Experience required:
• Company people policies and procedures e.g. resourcing approaches, performance Management, succession planning, reward, discipline and grievance etc:
• Very strong knowledge of service level dynamics and impact of staff movement on key performance measures in the contact centre
• Strong performance Management / Performance Development
• Very strong relationship management and negotiation skills
• Excellent knowledge of Workforce management software - Ideally Total View
Key Responsibilities:
• Analyse historical data to identify trends in performance against key operational metrics
• Work with Operational Performance Analysts and local management teams to identify and implement opportunities to improve site performance
• Support team to implement intraday initiatives identified by Realtime by gaining support from site Management team
• Clearly communicate Performance Development planning process to all line reports, agree challenging performance objectives and measures
• Support the Head of Performance Delivery in establishing resource and training needs in terms of numbers, skills and behaviour mix
• Manage poor performance and Disciplinary/Grievance issues professionally and promptly applying the company procedures.
• Develop and maintain strong working relationships with colleagues within Site Operational Management Team, working together to driver Operational Performance
Package:
35K + Bens
If you feel suited for this role, register with Softigator for free and get the details.
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UK|JOBS
Interim Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Interim Manager
Location
Central London
Salary
£400 to £500 per day
Details:
Company / Role Overview:
A large Business Services company based in London has recently gone through a transformation that should allow them to proactively track and drive their sales. They now require an experience interim change manager with very good analytical and people skills to morph the old culture into one that understands and uses new CRM systems to a more meaningful and proactive end.
Key Responsibilities:
To work on process and system improvements enabling the control of leads and sales; to ultimately improve conversions by leveraging the power of the information locked in the CRM.
Key Skills / Experience required:
A call centre interim background with B2B CRM technical expertise
analytical and numerically focussed with excellent man management skills.
Must be able to manage board level execs who are “no nonsense” and dynamic entrepreneurs
Package:
£400 to £500 per day
If you feel suited for this role, register with Softigator for free and get the details.
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EVENTS
conference 'Customer Contact Planning 2010'
With over 500 delegates expected for the diverse conference events, Customer Contact Planning 2010 is the must-attend event for heads of operation, resourcing specialists, customer service managers, HR Teams, analysts, people managers, project and change managers, contact centre IT or telecoms, MI and planning teams.
Join us and be Passionate about Performance. How many of us can say hand on heart that everything we do in our customer contact operation is really aligned to the customer? Let alone creating an environment in which our people can be truly passionate about performance, so that they contribute to the maximum and the organisation avoids wasted effort?
A great incentive for the best performers, the rich information can be brought back and shared with colleagues. This is your opportunity to learn from industry leaders and keep up-to-date with new developments. Many members bring key management as a team, to discover how other organisations balance the needs of numbers with people and focus on the experience of the customer.
The conference is well known for a fantastic mix of serious work and lots of fun. The Gala Awards Dinner for the Innovation Awards is held on the final night of the conference - ending on a real high note. The middle night of the event is a more informal but equally lively networking evening.
Such events provide a great chance to meet people in a way that builds relationships. And, of course, the conference exhibition and networking area will form the heart of the overall event, with opportunities for some scheduled 1:1 meetings
For booking, please click following button:
Book now
.
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UK|JOBS
Fraud and Risk Manager
If you feel suited for this role, register with Softigator for free and get the details.
ob Title
Fraud and Risk Manager
Location
UK
Salary
Circa 50k + bens
Details:
Role Purpose
• You will provide specialist Fraud and Risk consultancy throughout the operation.
• You will interact primarily with managers and senior business leaders.
• The objective of the role is to develop, implement ongoing sustainable operational strategies that can be considered “best practice” in the payment card industry.
Key Responsibilities:
• Provide leadership and tactical support in the implementation of Fraud detection and risk reduction processes
• Supporting specialist skill-set development
• Maintain tight cost control during implementation to ensure budget adherence
• Review all internal and external touch points to the Fraud procedures to ensure maximum efficiency and to minimise potential direct losses
• Ensure that processes are aligned to the appropriate payment card scheme rules and relevant compliance regulations.
• Provide thought leadership and generalist support in the management of Fraud operations
• Conduct regular operational reviews in the operational departments, with a view to ensuring continuous improvement and ongoing best practice
• Perform analysis of MI to review trends, process efficiency, queue management, etc.
• Support quality assurance and risk assessments with a view to ensuring ongoing process compliance
• Act as subject matter expert to business support departments in support of ensuring continuous improvement and best practice in recruitment, training, organisational design, client relationship management, change management, etc.
Key Skills / Experience required:
• Minimum 10years financial services experience 5years of which within credit card industry, specialising in card fraud
For more information, please contact Cactus Search today
Package:
Circa 50k + bens
If you feel suited for this role, register with Softigator for free and get the details.
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UK|JOBS
Specialist, Disputes & Chargebacks
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Specialist, Disputes & Chargebacks
Location
UK Wide - Flexible
Salary
50 - 75k + bens (DOE)
Details:
Fantastic opportunity to join this dynamic market leader and perform in this pivotal role, acting as a consultant & subject matter expert for Disputes & Chargeback processes in all relevant business processes.
Flexibility around location and salary and potential opportunity of home working makes this an extremely attractive position for the right candidate!
Role summary
• This large, European organisation provides services in the customer service, complaints, correspondence, fraud, disputes, chargebacks, collections and debt management service lines, for both consumer and commercial customers.
• The role of Specialist provides tactical and strategic expertise in a specific subject area. The role encompasses internal business consultancy in three key areas: Pre-sales and business development; new business implementation; and operational excellence review. The role interacts primarily with managers and senior business leaders, facing both internally and externally toward client organisations.
• The objective of the role is to develop, implement and ongoing review sustainable operational strategies that can be considered to be “best practice” in the payment card industry. It is also to provide a focal point in the EMEA organisation for ongoing education and subject matter expertise.
• The Specialist, Disputes & Chargebacks role is focussed on Disputes and Chargeback processes, primarily in the Visa Credit and Mastercard environments, and within the pre-paid market. The role is required to achieve a balance between hands-on operational activities and strategic thought leadership.
Key Experience Required:
• Extensive experience of working in the credit card industry, specialising in disputes and chargebacks
• Minimum of 5 years experience working at management/specialist level
• Experience of working with organisations such as CIFAS, NCIS, APACS, OFT, FSA in the management of Disputes and Chargebacks
• Working experience of VISA or Mastercard scheme rules
• Working experience of chargeback and dispute management systems
• Business quality process management qualification, e.g. Six Sigma, EFQM, etc.
• Experience working with managed service centres / contact centres
Package:
50 - 75k + bens (DOE)
If you feel suited for this role, register with Softigator for free and get the details.
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UK|JOBS
Sales Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Sales Manager
Location
West Yorkshire
Salary
55k + 15% Bonus
Details:
Company / Role Overview:
An international company with a strong presence in their field are looking for a multi channel sales manager to maximise sales. Must have experience of working in a contact centre and have exposure to web sales.
Key Responsibilities:
• Drive revenue growth through maintaining and developing profitable revenue streams to meet and exceed targets, including the inbound contact centre, the UK and Ireland web channel and training department.
• Account and campaign management
• Liaison with all sales and marketing departments to increase order values
• Develop, implement and improve processes through identification of operational, sales and technological changes impacting on customer satisfaction and contact centre efficiency
• Manage and develop the inbound contact centre teams to ensure the aggressive development of new customer relationships, to expand existing account relationships and opportunities
• Direct, train and motivate call centre representatives responsible for taking and making orders, execution of business strategy
• Leading, inspiring and engaging service and sales teams through change
Key Skills / Experience required:
• Demonstrable record of achieving consistent sales revenue growth in a competitive, high-service, multi-channel, strong performance orientated industry / sector (including telecoms, technology hardware, equipment or other services)
• Graduate calibre; intellectual capability to analyse and resolve complex
• Technically adept; proven ability to develop and/or apply highly advanced technologies, principles, theories and concepts in the eCommerce arena to achieve online sales growth
• Proven leadership skills to inspire, develop, motivate and retain talent in a change orientated, contact centre environment; a compelling presenter with executive presence
Package:
55k + 15% Bonus
If you feel suited for this role, register with Softigator for free and get the details.
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UK|JOBS
Head of Planning
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Head of Planning
Location
London or Midlands
Salary
c70k + exceptional bonus + bens
Details:
Heading up a large, virtual team responsible for the delivery of Planning and Forecasting to a multi disciplined, multi site, geographically spread operational delivery model. This role engages with the Senior Operational Managers who represent each sire to ensure service delivery and revenue assurance. The role ensures the proactive management and co-ordination of the function and ensures that a premium service is delivered which includes internal benchmarking, the sharing of Best Practice and ultimately industry leading innovation.
The successful candidate will possess the following skills and experience.
• Experience of managing a complex planning function across multiple sites (minimum of 3) and specialisms.
• Experience of building the planning strategy for a multi-contact organisation would be greatly advantageous (sales, service, support and face to face contact etc)
• Experience of implementation of major RP systems and processes would also be advantageous as there is a great amount of change required in this role
• Exceptional people management skills and abilities in a complex, UKwide (and potentially offshore) business
• Experience if managing a RP division responsible for thousands of staff within a consumer related service and sales business
• Awareness and understanding of the contact centre industry best practice and the application of innovative change within the workplace.
• Must demonstrate, understand and comply with all legislative requirements including but not limited to FSA, CCA, DPA, OFCOM and OFGEM
This is a superb, high level Head of Planning role and requires someone at the top of their game.
Package:
c70k + exceptional bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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UK|JOBS
Sales Manager
If you feel suited for this role, register with Softigator for free and get the details..
Job Title
Sales Manager
Location
Derbyshire
Salary
to 35k + bonus + bens
Details:
Working for one of the UK’s fastest growing organisations the successful person into this role will have responsibility of managing over 100 Inbound and Outbound Sales advisors through a number of Team Managers.
Key skills and experience required for this role include:
* Experience of managing inbound and outbound sales teams
* Ability to manage up to 100 heads through a number of Sales Team Managers
* Experience of consumer sales teams
* Excellent ability to achieve results through people.
* A proven, demonstrable track record performing against targets
* A resilient approach and the ability to manage conflicting priorities.
* Financial services experience would be advantageous
Key responsibilities include:
• Manage, motivate and develop your Sales Team Managers to deliver business objectives and sales targets.
• Monitor and manage performance to drive and continually improve business performance
• Operate a flexible approach to change, positively consult and communicate with the team and the wider operational functions to effectively implement and embed agreed change initiatives to deliver improved effectiveness and efficiency
• Drive the performance at site level; taking ownership for sales campaign communication, and campaign performance, opportunities to improve and demonstrating an in-depth appreciation of what has driven campaign performance
• Effectively manage resources to maximise effectiveness of sales operations
This is a superb, challenging but rewarding Sales Management role for a highly skilled individual to join this leading team.
Package:
to 35k + bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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UK|JOBS
Sales Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Sales Manager
Location
Yorkshire
Salary
to 35k + bonus + bens
Details:
Working for one of the UK’s fastest growing organisations the successful person into this role will have responsibility of managing over 100 Inbound and Outbound Sales advisors through a number of Team Managers.
Key skills and experience required for this role include:
* Experience of managing inbound and outbound sales teams
* Ability to manage up to 100 heads through a number of Sales Team Managers
* Experience of consumer sales teams
* Excellent ability to achieve results through people.
* A proven, demonstrable track record performing against targets
* A resilient approach and the ability to manage conflicting priorities.
* Financial services experience would be advantageous
Key responsibilities include:
• Manage, motivate and develop your Sales Team Managers to deliver business objectives and sales targets.
• Monitor and manage performance to drive and continually improve business performance
• Operate a flexible approach to change, positively consult and communicate with the team and the wider operational functions to effectively implement and embed agreed change initiatives to deliver improved effectiveness and efficiency
• Drive the performance at site level; taking ownership for sales campaign communication, and campaign performance, opportunities to improve and demonstrating an in-depth appreciation of what has driven campaign performance
• Effectively manage resources to maximise effectiveness of sales operations
This is a superb, challenging but rewarding Sales Management role for a highly skilled individual to join this leading team.
Package:
to 35k + bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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UK|JOBS
Operations Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Operations Manager
Location
South Yorkshire
Salary
40k+20% bonus paid quarterly
Details:
Details: **You must have previous experience within an FSA regulated environment in order to apply for this role**
Extremely challenging, demanding yet exciting role, requiring a very strong, experienced and capable manager with a good mix of both people and operations management coupled with excellent stakeholder management – fantastic role but not for the faint hearted!
Key Skills / Experience required:
• Strong leadership skills with ability to manage multiple teams & large groups of people (200 FTE)
• Previous experience within a Financial Services organisation
• Previous experience at an operational management level within a call centre environment
• Previous outsourcing experience would be desirable
• Client relationship & stakeholder management skills
• Passion for delivering exceptional customer service
• Demonstrated knowledge of contact centre operations and customer support
• Excellent verbal and written skills
• Demonstrated ability to analyse processes, enact change, and think operationally and strategically to achieve business goals.
Key Responsibilities:
• Direct involvement in the recruitment, selection induction and on going skills development for all direct reports, ensuring the best talent is attracted and retained.
• Ensure service levels are consistently achieved and appropriate actions taken to address any shortfall.
• Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPI’s.
• Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
• To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
• Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
• Management of any client escalations relating to the Operational team’s performance.
• Apply process for tracking of client satisfaction and complaints in terms of response and resolution.
• Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed.
• Action commercial decisions affecting P&L.
• Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool.
Package:
40k + bonus 20% paid quarterly + Bupa + Pension
If you feel suited for this role, register with Softigator for free and get the details.
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EUROPE|JOBS
Dialler Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Dialler Manager
Location
Scotland
Salary
30k + bonus + bens
Details:
This company is changing. A Recent re-structure has opened up excellent opportunities across the business to include the role of Dialler Manager. You will be experienced in managing an outbound Dialler system and managing a team of dialler administrators, key responsibilities to include:
• Continually seek to improve the performance of the businesses outbound accounts whilst maintaining compliance with regulatory rules.
• Adding value to the organisation and customer relationship through analytics, including customer profiling and propensity modelling.
• Develop the skills of the Dialler Team
• Provide pre-sales support to the Business Development team
• Ensure outbound campaign management and supporting processes provide optimum selling/collections opportunities whilst maintaining compliance with regulatory rules
• Requirements for sales opportunities
Package:
30k + bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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EUROPE|JOBS
Quality Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Quality Manager
Location
Scotland
Salary
25 - 30k + bonus + bens
Details:
A company that has recently undergone rapid change is recruiting for Quality Managers to cover their Multi sited business.
The successful candidate must have previous Quality Management experience and will be responsible for the following:
• Develop and implement a quality management strategy designed to meet both internal and external quality requirements
• Lead, motivate and develop a team of Quality Coordinators to ensure their engagement in and contribution towards the quality management strategy
• Manage the Quality Monitoring process across various projects
• Manage the measurement, analysis, reporting and publication of Quality performance
• Establish and implement a communication strategy to raise awareness of and improve quality issues
• Work alongside Operations Managers and Team Managers to develop specific Quality improvement plans for their areas of responsibility
• Work in conjunction with other Quality departments, both internal and external, to align standards, share best practice and improve upon results
• Identify relevant quality-related training needs and deliver training and coaching where necessary
• Additional quality/communication duties as directed by the senior operations management team
Package:
25 - 30k + bonus + bens
If you feel suited for this role, register with Softigator for free and get the details.
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UK|JOBS
Sales & Services Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Sales & Services Manager
Location
Essex
Salary
25 - 30k DOE + Bonus
Details:
An international distributor with an extremely customer focussed outlook and multiple sites across the UK. Currently developing a central customer contact and sales division to amalgamate the UK service centres.
Key Responsibilities:
* To help set up the new contact centre in terms of resourcing, work flows, sales planning and work distribution
* Managing direct reports in the RP and Forecasting function
* Planning capacity for back and front office
Resource management for multiple sites
* Take ownership of ensuring effective planning and future change
Key Skills / Experience required:
* Expert in excel and contact centre resource planning
* Contact Centre Sales and Service people management and motivational experience.
* Ideally trained in WFM tools with people and process management skills
* Used to planning a contact centre outbound sales environment
* Used to senior level meetings and able to advise and negotiate therein
* Driven for success and able to manage business change.
Package:
10% Bonus, 22 days holiday to increase, excellent employee discounts both internally and externally.
If you feel suited for this role, register with Softigator for free and get the details.
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UK|JOBS
Outbound Telesales Team Leader
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Outbound Telesales Team Leader
Location
London
Salary
24K (35k OTE)
Details:
A fantastic opportunity for an experienced Telesales Team Leader to join an award-winning company with a fun and exciting culture.
Company / Role Overview:
The role of the Telesales Team Leader is to manage a team of agents selling products and services to existing customers.
The Telesales Team Leader is responsible for achieving a personal sales target as well as ensuring the team hit their target, which will contribute to the overall team target.
You will ensure your team adopts a consultative sales approach, demonstrating
needs analysis and working closely with existing customers, creating high levels of customer satisfaction.
Key Responsibilities:
• Targets and performance management.
• Setting separate targets for existing and prospect data.
• Agent motivation and coaching.
• One to One’s, including agent development.
• Script enhancement and writing, including FAQ’s
• Ongoing product training for their team.
• Monitor agent call quality and enhancement.
• Be Hands on and lead by example delivering a personal monthly sales target.
• Dialler management
Key Skills / Experience required:
• Experience of managing a team of outbound sales advisors within a contact centre environment
For more information, please contact Cactus Search today
Package:
Up to 24k basic - £35k OTE
If you feel suited for this role, register with Softigator for free and get the details.
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UK|JOBS
Collections Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Collections Manager
Location
West Yorkshire
Salary
40K+bonus+bens
Details:
This is a fantastic opportunity for a strategically minded Collections Manager with extensive Consumer Collections or Sales and call centre experience to join a highly commercial collections / arrears recovery company.
Company / Role Overview:
The successful candidate will report into the Head of Collections in meeting challenging new business targets; being self-motivated, with outstanding communication skills. The role will manage the performance and development of Team Managers and Team Leaders.
Key Responsibilities:
• To lead, motivate and inspire the Collections Group Team Leaders and Managers to achieve operational productivity and optimise collections
• To support collections strategies with the Head of Collections in line with portfolio performance, implementing and communicating change as appropriate.
• Lead and control processes, operations and behaviour to ensure all activities remain compliant with procedures and regulatory requirements and ensuring the ethos of ‘treating the Customer Fairly’ is adhered to at all times.
• To research, develop and implement collections related projects, using technology, 3rd parties or internal resource as appropriate.
• To support HR in recruiting, training and retaining quality Collections employees, minimising cost and ensuring effective utilisation of the human resource.
• To work with MIS to develop reporting to maximise performance and proactively identify and implement operational efficiencies.
Key Skills / Experience required:
• Significant call centre management experience in a professional environment.
• Experience gained preferably within a Collections call centre environment or Sales.
• Experience of managing a 100+ FTE contact
• Strong leadership and people management skills.
• A confident decision maker.
• A logical, analytical and innovative approach to problem solving.
• Effective change management skills.
• Detail conscious with the ability to take a hands-on and strategic approach to management.
For more information, please contact Cactus Search today
Package:
£40k + Bonus + Company Benefits
If you feel suited for this role, register with Softigator for free and get the details.
|
UK|JOBS
Collections Team Leader
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Collections Team Leader
Location
Northamptonshire
Salary
30k bens
Details:
A fantastic opportunity for an experienced collections team leader who will play a vital role in developing the business and delivering results and exceptional performance.
Company / Role Overview:
As Team Leader, you will be responsible for managing a team of negotiators to collect money on behalf of both external clients and debt purchase portfolios.
Whilst maintaining full staffing you will be provided with targets to be achieved and you will strive to find innovative ways to collect better and more efficiently, ensure that you utilise all of the systems at you disposal to your full advantage.
The team leader has a vital role to play in developing the business and delivering results and exceptional performance.
Key Responsibilities:
• Organise, prioritise and delegate workloads
• Provide weekly statistical information for the management team
• Provide adequate volumes of staff for dialling
• Integrate new starters into the team
• Coach team members on a 1 to 1 basis and provide constructive feedback
• Brief the team formally on a weekly basis, and informally every day
• Conduct effective appraisals for all team members
• Communicate achievements and results to the team
• Agree a training plan for the team (in liaison with the training department) to develop skills
• Conduct return to work interviews with staff
• Manage disciplinary situations
Key Skills / Experience required:
• Collections team management experience
• Ability to work effectively under pressure
• Excellent communication skills at all levels
• Proactive approach/demonstrating
For more information, please contact Cactus Search today
Package:
Up to £30k + benefits
If you feel suited for this role, register with Softigator for free and get the details.
|
UK|JOBS
Operations Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Operations Manager
Location
Yorkshire
Salary
to 40k + bonus
Details:
**You must have previous experience within an FSA regulated environment in order to apply for this role**
Key Responsibilities:
• Direct involvement in the recruitment, selection induction and on going skills development for all direct reports, ensuring the best talent is attracted and retained.
• Ensure service levels are consistently achieved and appropriate actions taken to address any shortfall.
• Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPI’s.
• Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
• To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
• Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
• Management of any client escalations relating to the Operational team’s performance.
• Apply process for tracking of client satisfaction and complaints in terms of response and resolution.
• Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed.
• Action commercial decisions affecting P&L.
• Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool.
Key Skills / Experience required:
• Strong leadership skills with ability to manage multiple teams and large groups of people
• Previous experience within a utilities business would be highly desirable
• Previous experience at an operational management level within a call centre environment
• Previous outsourcing experience would be desirable
• Client relationship management skills
• Demonstrated knowledge of contact centre operations and customer support
• Excellent verbal and written skills
• Demonstrated ability to analyse processes, enact change, and think operationally and strategically to achieve business goals.
Package:
to 40k + bonus
If you feel suited for this role, register with Softigator for free and get the details.
|
UK|JOBS
Resource Planning Analyst
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Resource Planning Analyst
Location
Lancashire
Salary
25k+bens
Details:
Reporting into the Resource Planning Manager you will be responsible for contributing to the achievement of Call Centre Targets by means of working alongside Team Managers, Operations Managers, Business Managers and Directors.
Responsibilities
• Production of shift and deviation reports highlighting any shortfall and availability to best meet call centre targets and business objectives.
• Analyse real time and historical work load trends
• To update daily absence details, accurate completion of various Weekly/Monthly and ad-hoc MI reports. Highlighting Weekly Absence Statistics, Productivity Performance, FTE figures, Recruitment Plan and Call/ workload performance
• Attendance at team meetings for assigned departments. To be able to understand and interpret performance issues, and recommend resource planning solutions.
• Authorise/Decline Holidays based on agreed percentages per business area
• Update daily absence details and deliver to business within set timeframes. Maintain long range records.
• Plan ‘offline’ activities ensuring least impact to the business.
Liaise with colleagues at all levels, answer and personally resolve any associated queries.
Skills and Experience Required
• Proven daily use of Excel to an advanced level
• Excellent communication skills
• Thorough understanding of scheduling / planning impacts upon a call centre.
• Proven ability to present statistical information to senior management
• Excellent relationship building skills.
• Prioritisation and organisation of daily work load
• The ability to work unsupervised and on your own initiative
• Deadline / Target focused
• Competent with all Microsoft packages.
• Previous experience in a planning and organising capacity
• Knowledge of: W.F.M system (Verint) ACD Telephony (Avaya Preference)
For more information, please contact Cactus Search today
Package:
25k+bens
If you feel suited for this role, register with Softigator for free and get the details.
|
UK|JOBS
Contact Centre Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Contact Centre Manager
Location
West London
Salary
35K+bens+bonus
Details:
To take responsibility for the day-to-day management of an inbound customer service / Sales retail account for this large contact centre outsourcer. Currently there are circa 30 FTE taking calls from customers, placing orders & managing customer queries. The contact centre manager will be responsible for developing, managing and inspiring employees to provide outstanding customer service & increase sales.
This organisation is based near Heathrow and candidates MUST be in easy commuter distance via the metropolitan line (if travelling on public transport). This client will not consider candidates with a long and / or difficult commute, as they have found this prohibitive in the past.
Main Duties & Responsibilities:
• Responsible for managing a people focussed operation driving high levels of employee engagement and customer service.
• Manage the inbound Customer Service / Sales team
• Deliver and maintain Key Performance Indicators and targets through strong leadership
• Monitor and analyse team performance trends and utilise the outputs of such analysis to improve the performance of team and individuals, including appropriate training and development requirements
• Review and manage the service level agreements to customers to ensure that customer complaints are minimised
• Report on trends effecting the business, including identifying improvement initiatives
• Review, recommend and implement changes beneficial to performance, quality and service levels
• Drive new initiatives to improve staff retention and reduce absenteeism
• Meet and exceed targets for Employee Engagement
• To be responsible for all aspects of recruitment, induction & training.
Skills and Experience:
• MUST be people and quality focussed individual who is innovative, dynamic and extremely confident as this role will involve senior stakeholder management
• MUST be confident and able to present performance and innovation at a senior level across the business & must have done this regularly in the past
• Experienced people manager; performance management, including coaching, motivating and leading a team
• A passion for delivering excellent customer service & driving sales activity
• Experience in planning, scheduling within a multi product, diverse operation and dynamic environment
• Experience of focusing on quality in relation to outputs of role
Package:
£35K + excellent bens + 20% bonus
If you feel suited for this role, register with Softigator for free and get the details.
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UK|JOBS
MI Analyst
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
MI Analyst
Location
London
Salary
Circa 25k+Bens
Details:
This is an opportunity to join a unique business; this organisation is keen to bring an experienced analyst who can re-structure MI formatting and maximising data. You will be provided with ongoing support and development but essentially they are looking for someone who can hit the ground running.
Role Overview:
This role will involve data analysis of Live Data and re-structuring MI inline with service levels. Its important that this person has experience of manipulating data and presenting to senior management.
Key Skills / Experience required:
• Call Centre experience essential
• Experience of manipulating data
• Advanced Excel skills
Key Responsibilities:
• Work closely with your line manager about improvements of managing data
• Analysing complex data ensuring good ATD
• Work closely with other departments identifying incomplete data
• Ensuring continuous improvement of processes
• Presenting findings to senior management
Package:
Circa 25k+Bens
If you feel suited for this role, register with Softigator for free and get the details.
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UK|JOBS
Business Development Director
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Business Development Director
Location
UK Wide - Flexible
Salary
70 - 90k + bonus + bens
Details:
This leading provider of bespoke outsource contact centre solutions has developed an excellent reputation within the outsourcing market place. With a clear track record of successfully delivering contact centre solutions for a variety of blue chip organisations, across the UK this is an organisation experiencing unprecedented growth and to support its growth further are now looking for a key member of the team to head up & drive sales activity across the UK
UK Wide Client Base – extensive travel to both client and company sites but can be based from home when required.
PURPOSE
The purpose of this role is to develop a pipeline of outsourced contact centre opportunities across the UK
The role will create, develop and maintain relationships with actual and potential client organisations with a view to securing long term strategic outsourcing partnerships in line with the company vision & proposition. The role will liaise closely with regional sales teams and with a view to maximising business potential from leads and client contacts.
PRINCIPAL RESPONSIBILITIES
• Position this organisation within the European market; create a market awareness of us as the ‘expert’ in complex outsourcing customer contact solutions.
• Target identified sectors and/or companies, developing new business opportunities and business wins in line with business strategy.
• Research background information on prospects; see through the creation of new business from initial contact through commercial negotiations.
• Responsible for analysing, evaluating and establishing client needs, working with colleagues to create the most relevant and profitable solution
• Take a leading role in closing complex outsourcing deals.
• Support the Bid Review process, actively participating in the creation and design of innovative bid responses.
• Achieve personal sales targets on a quarterly, half-yearly and annual basis.
• Build expertise within business related to customers, geographies, solutions and verticals.
• Take responsibility for ensuring pipeline information is kept up-to-date.
EXPERIENCE/SKILLS
• Minimum of five years business development experience within an outsourcing business, selling outsourced contact centre propositions & solutions
• Demonstrable experience of developing sales strategies and business plans
• Demonstrable experience of leading complex sales proposals
Package:
70 - 90k base + bonus + bens (DOE)
If you feel suited for this role, register with Softigator for free and get the details.
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EUROPE|JOBS
Call Centre Sales Manager
If you feel suited for this role, register with Softigator for free and get the details.
Job Title
Call Centre Sales Manager
Location
Wales
Salary
28k + Bonus
Details:
Growing, exciting & forward thinking organisation requires an experienced Sales Manager. The business demands a candidate that has experience in a similar role managing outbound sales contact centre’s.
Company / Role Overview:
Talented Sales Manager required with experience in delivering the best performance through effective man management in a call centre environment
Key Responsibilities:
• Running teams of designated agents mainly outbound sales
• Managing the sales targets and KPI’s and poor performance
• Delivering quality coaching and ongoing support to the agents to deliver on targets and KPI’s
• To ensure that the call centre and its staff comply with all business and corporate requirements
• Working with the operational team to improve the profits for the company at all times
Key Skills / Experience required:
• Candidates need to be experienced in call centre operations at a minimum of managerial level in an outbound environment.
• Candidates will also have a sales background and a proven track record of delivering high volume sales targets for a large team, preferably in a business to consumer environment.
• Reporting to the Call Centre Manager working in a department of 250 FTE, the successful candidate will be a manager with good analytical and communication skills; they will be able to motivate and control a large team in a challenging sales environment.
Package:
28k + Bonus
If you feel suited for this role, register with Softigator for free and get the details.
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RESEARCH|FORUMS
British Airways – Customer Service at its worst.
By Editor Niels Kjellerup Ashgrove .
Background : This is a case-study of my personal experiences with British Airways. It might be dismissed as ‘anecdotal’, but the consistent bad service delivered by BA’s different Call Centres over a period of 12 months can’t be a coincident and should lead to a major restructure on a senior management level. As a resident of Australia my travels to Europe often necessitate linking up with BA and passing via Heathrow Airport. I most often fly business class, which presumably makes me a ‘valued’ customer. This case is a good example, of how Customer Service Call Centre gets disconnected from the Sales Process & Business Model of the mother company, and deteriorates into a pure cost centre, loosing sight of its purpose & role in Value Creation..
The sequence of events :
November 2000 - Passing through Heathrow on my way to Copenhagen my luggage didn’t make it to the connecting flight and was delivered 6 hours later at my address. My suitcase was damaged. 3 weeks later, it’s a Saturday, when I return to Heathrow I go BA Customer Service Desk and explain about my damaged suitcase. First its refused, as the complaint must be made within 24 hours, but as my circumstances are understood I’m given a badly Xeroxed paper slip with a phone-number to call on Monday. I call and am put on hold for 54 minutes. The girl is great and tells me how a recent restructure has reduced the number of reps in this complaint section, which makes it impossible to keep up with call volume. Needless to say we resolve the problem and after buying a new suitcase and spending 70 minutes waiting getting my refund, I assumed the matter was resolved.
June 2001 – Same story, but this time my Golf-club protection bag arrives torn to shreds at my hotel in Copenhagen. No worries I know the procedure. Wait time for complaint line only 46 minutes.
Oh, I forget. While in Copenhagen I need to change my departure date to London. I ring BA on its business class priority line in Copenhagen. 38 minutes wait. Then a lovely Swedish accent answers my prayers, naturally I ask how this could be? 6 months earlier BA Nordic management decided to close down the Danish and Norwegian Call Centres and set up a virtual call centre for the Nordic area in Vaermland ,Sweden – ‘ and since then we have not been able to cope with call volume!’ ( for those interested in geography this is like relocating to Sioux Falls South Dakota US or Lancaster UK).
In London I get my new, very solid golf-club protection bag – normal refund time 65 minutes. But when I check in for my flight to Johannesburg South Africa I’m asked to pay overweight, as my new bag is 2 kg’s over the limit ( clever way to raise a little extra revenue from a J-class passenger, needless to say this claim was dropped after I raised my voice).
October/November 2001 - I’m on my way back to Europe. This time I fly South African & Qantas. My luggage arrived with me at my hotel in Bruxelles. Only two encounters with BA. I had to fly BA Copenhagen – London, and as my new Qantas Club Card was delayed I was naturally refused entry to the BA lounge in Copenhagen (can’t used an outdated membership card and no way of checking on the system). My last experience with BA came on a December morning (1/12), I have to get to Amsterdam that Saturday morning . I call the BA priority line and am kept waiting for 38 minutes, while being bombarded with messages to hang up and use the Internet. Another bizarre message “ The reason you’re experience this delay, is because we’re currently training our staff to improve customer service delivery?”. I hang up, call KLM, get answered in less than 10 seconds and buy my return ticket there.
Final comment : Any company, no matter its great past, will be judged by its customers on the experience it delivers. Current BA CEO Rod Eddington had a reputation for an uncompromising customer service focus when he was CEO of Ansett and Cathay Pacific. Maybe its time he removed some senior managers in British Airways Customer Service Delivery Department? Maybe he doesn’t know how badly managed the area really is? When the Customers Walk Out it will be too late.
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GERMANY|JOBS
Call Center Agent Outbound
Kontakte knüpfen!
Für unseren Kunden, ein Individualdienstleister für Telefonmarketing mit interessanten Projekten aus unterschiedlichen Branchen suchen wir in Vollzeit und/oder Teilzeit (m/w)
Call Center Agent Outbound
die gerne mit ihrer Stimme überzeugen!
Ihre Aufgaben:
Terminierung von Kunden und Interessenten
Telefonische Vermarktung von Produkten und Dienstleistung auf Bestandskundenbasis
Telefonische Kundenbetreuung und -beratung
Dateneingabe und -pflege
Ihr Profil:
Sie haben eine angenehme Telefonstimme, eine klare Aussprache und fließende Deutschkenntnisse
Erste Berufserfahrungen im Bereich Kundenservice oder Telesales sind wünschenswert
Sie verfügen über EDV-Grundkenntnisse
Zeitliche Flexibilität in Teil-/Vollzeit
Wir bieten:
Mitarbeit in einem erfolgreichen Team
Festes Anstellungsverhältnis
Umfangreiche Seminar- und Workshopprogramme
Modernes und motivierendes Arbeitsumfeld
Kontaktieren Sie uns und lassen Sie uns über Ihre Zukunft sprechen!
Wenn Sie Interesse an dieser Position haben, registrieren Sie sich jetzt und senden uns Ihre Bewerbung.
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GERMANY|JOBS
Mitarbeiter für telefonische Kundenbetreuung
...die gerne mit ihrer Stimme überzeugen!
Ihre Aufgaben:
Sie betreuen die Bestands- und Neukunden zu Fragen nach Produkten und Dienstleistungen des Kundenunternehmens
Sie klären im eigenen Kompetenzrahmen Rechnungsdifferenzen
Sie bearbeiten selbstständig Reklamationen und Rechnungskorrekturen
Sie sind verantwortlich für die Kundenstammdatenpflege
Ihr Profil:
Sie verfügen über eine abgeschlossene kaufmännische Ausbildung sowie erste relevante Berufserfahrung
Sie besitzen neben einem freundlichen Wesen auch ein serviceorientiertes und kommunikatives Auftreten
Sie bringen zudem erste Erfahrungen in der telefonischen Kundenbetreuung mit
Sie können sich schnell auf individuelle Kundensituationen einstellen
Wir bieten:
Attraktives und modernes Arbeitsumfeld mit gutem Betriebsklima
Gute Einarbeitung seitens unseres Kundenunternehmens
Registrieren Sie sich jetzt, und senden Sie Ihre Bewerbung.
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GERMANY|JOBS
Kommunikationsprofis, die gerne mit ihrer Stimme überzeugen!
Wir kennen den Arbeitsmarkt und eines unserer Spezialgebiete ist der Bereich der telefonischen Kundenbetreuung. Wenn Sie im Raum "Hamburg" eine neue Aufgabe suchen, bieten wir Ihnen folgende Stelle als (m/w)
Ihre Aufgaben:
Entgegennahme eingehender Kundenanrufe
Aktive telefonische Kontaktaufnahme bei Bestandskunden
Bearbeitung eingehender Internetanträge (jeder Internetantrag zieht einen Rückruf beim Kunden und telefonische Beratung nach sich)
Abschlussorientierte Beratung von Interessenten
E-Mailbearbeitung
Temporäre Unterstützung bei telefonischen Kundenbindungsmaßnahmen
Abschlusssichere und kundenorientierte Produkt- und Serviceberatung
Nachhalten und pflegen des eigenen Kundenbestandes
Ihr Profil:
Teamarbeit ist Grundlage des gemeinsamen Erfolges
Sie bringen eine kaufmännische Ausbildung sowie erste Erfahrungen in der Kundenbetreuung mit
Sie beherrschen die deutsche Sprache verhandlungssicher in Wort und Schrift; weitere Fremdsprachen sind wünschenswert
Sie sind aufgeschlossen, kommunikativ und haben ein seriöses und verbindliches Auftreten
Sie sind Neuem gegenüber aufgeschlossen und blicken gerne über den "Tellerrand" hinaus
Wir bieten:
Einen modern und großzügig ausgestatteten Arbeitsplatz
Attraktives Arbeitsumfeld mit gutem Betriebsklima
Registrieren Sie sich jetzt, und senden Sie Ihre Bewerbung!
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