Call Center Networking Group

Hi Group,

Looking for a little assistance specific to pre-employment assessments for our customer service/contact center department. To provide a brief overview, our company is an auto insurance provider, with a large percentage of customers in the Hispanic/Latino community. As such, our call center positions require that candidates be both bilingual in Spanish/English as well as have auto insurance experience at either an agency or corporate level. As if that wasn’t tough enough on the sourcing side, once they are on-board we continue (like many others) to experience turnover as a result of attendance, punctuality and the dreaded no-call, no-show. Our wages are at or slightly in excess of the DFW market and our benefits package is robust.

We already have a structured recruiting process to include an HR pre-screen, in-person behaviorally based interview (call center manager and available supervisor) and a thorough background process to include drug screen, misdemeanor/felony check and employment/education validation prior to on-boarding. As such, I am looking for anyone that has had success with a pre-employment assessment that is quite strong and focused specifically on work ethic, cultural fit and long-term suitability for the structure of a contact center environment.

Most of what I have found “off the shelf’ is centered on soft skills and thankfully we haven’t had those challenges. I have staffed hourly non-exempt in the contact center world long enough to know that there isn’t a magic pill or potion, however always believe that it is helpful to reach out in the event that something new or innovative have surfaced. With this in mind, if anyone out there feels that there is an assessment available that might be of value to our organization, based on what I have shared, I would certainly welcome that insight and information.  

Thanks,

Robert Preston

Regional Recruiter

GAINSCO Auto Insurance

972-629-4487

robert.preston@gainsco.com

Members of North American Call Center Professionals in the state of Arizona are being offered a discount to attend an upcoming network meeting on Thursday August 21st.   The meeting is hosted by the ATA (American Teleservices Association) and you can contact Fred Stevens directly for additional details and your discount for attendance.   Event goes from 2:30-5:00pm.

Fred Stevens

fstevensaz@cox.net

Acquisition requirements’

1.                  Revenue of US Based company between 5-10mm-may look at larger

2.                  Strategic accounts that can integrate into core of Qualfon

a.       Telco

b.      Financial Services

c.       Collections

d.      Inbound 97%

3.                  Willing to pay 3-5mm in cash or more based on your knowledge and requirements, more with an earn out

4.                  strong US management

5.                  Avaya/Cisco infrastructure-optional

6.                  possible to look at non call center as we are heavily involved in SMS and IVR messaging in Latin America

7.                  Bi Lingual –optional

8.                  profitable

Contact - Chad McDaniel

mcdaniel@justcareers.com

I am working with a Federal Government contractor, exploring the feasibility of moving a 100-seat 7X24 Help Desk to another city in a timely manner.  Has anyone ever moved a call center?  If so, what would the cost be for a 100-seat center and the lead time we should expect to accomplish this?  The issues we are primarily concerned with, in addition to the facility itself and the related infrastructure are all related to replacing the staff that does not wish to relocate, as in recruiting and training new personnel.  I’m looking for some advice from someone who has had to do this before.

Steve Oviatt

Last week, a press release went out on JetDial and our dialer’s software integration with LeadROI, a hosted lead management software product.

JetDial Press Release on Dialer / Lead Management Software Integration

This press release recently went out announcing JetDial’s software integration with LeadROI, a hosted lead management system.

Jeff Felman, a member of LinkedIn’s North American Call Center Professionals Group and President/CEO of Custom Promotional Communications (CPC), a leading teleservices consulting firm, is also Vice President of Sales for JetDial.

You can view the press release here:  

http://www.prlog.org/10082967-62408-mediawhiz-enhances-leadroi-lead-management-system-with-jetdial.html

Join Jeff Felman from on Thursday, July 17^th at 1pm PT for an online webinar on the power of JetDial and JetChat.

Register now by emailing Jeff Felman at jeff.felman@jetdial.net or by calling him at (310) 566-7451.

Contact Info:

Jeff Felman

JetDial

(310) 566-7451

jeff.felman@jetdial.net

www.jetdial.net

My company will be expanding soon and I need to do a little research on ACD/PBX/Customer Routing solutions as I don’t think our current company will be able to handle it.  (That and I’m not very impressed with their services).  We currently average 500-600 calls per week and that will definitely increase; however I don’t know how much of an increase we will receive once we take on new clients.  We may double that, at least.  I’m interested to know what companies/services everyone recommends.

Megan Batchler

Assistance Center Manager

Members of the North American Call Center Professional group will receive a discount by mentioning your affliation with the group.   Please email Jason for complete details on this exciting upcoming call center show in Canada.

JASON RAMRATTAN

PROGRAM CO-ORDINATOR FOR INTERNATIONAL CONFERENCES 

International Quality & Productivity Center (IQPC)

DIRECT LINE :    416-597-4734

FAX:                      416.598.7934

EMAIL:                  Jason.Ramrattan@iqpc.com

I am currently sourcing for a Mgr, Call Center Operations in our Overland Park, KS office.  I’d love to get this info out to the group.  Would the blog be the best avenue to share my opening with all of the group members?

Thanks again and have a great weekend!

Merdith Alsup

Talent Acquisition Specialist

Maritz Inc.

(Office) (636) 827-1265

(Cell) (314) 607-3940

(Fax) (636) 827-4336

merdith.alsup@maritz.com

http://www.maritz.com/

I am currently managing a startup DSL Tech Support group that was trained for 6 weeks in a B&M (Brick and Mortar) environment and has now been transitioned into a W@H (Work-at-home) group.  I am looking for tips, tricks and techniques for managing a W@H team.

Beth