Pay for Performance: Both Sides of the Fence

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The latest news from the Call Center Services Global Online Community. Sponsored by inContact. Powered by TMCnet. Feature Articles Pay for Performance: Both Sides of the Fence A recent industry blog post asserts that the "pay for performance" model of call center employee compensation can have both a good and dark side. The good side, it says, is that businesses can manage by paying attention to the environment in which the system is run. Soldier On Opening New Call Center Manned By Vets, For Vets Soldier On is a program that has the main goal of making sure that veterans who want to work, are going to be able to work. While the company usually finds places outside its organization for these veterans to go to work, the company announced late last week that it was opening its own call center. This call center would serve the larger company's goal by looking to make the staff entirely those who have served. Colorado Health Care Insurance Exchange Call Center Still Needs More Money While the busiest time of the year is officially over for the call centers that work with the Affordable Care Act and the various insurance exchanges, these call centers can't shut down completely. In fact, some call centers are seeing the same kinds of costs they were seeing at the liveliest of times thanks to various problems popping up. Colorado is one example of a state that is having to pour more money into its ACA linked call center. Late last week the state health insurance exchange said the forecasted budget for its customer service center this year has had to increase to $21.1 million thanks to a number of online enrollment problems. Alorica Expands Reach and Offerings with Acquisition of West Corporation's Agent Services Businesses Alorica, a business process outsourcing (BPO) provider of customer management solutions, recently announced the completion of its acquisition of several agent services businesses run by West Corporation, a telecommunications service provider. The agreement cost Alorica about $275 million but expands the company to a valuation of about $1.2 billion, solidifying its position as one of the largest BPO providers in the country. Argo Marketing Purchases New Call Center In the ultra competitive call center market, there are a number of ways for companies to make their mark. Sometimes a company will just set up a brand new call center in an abandoned location. Sometimes a company will actually move their call center employees from one location to another. The third option is one that Argo Marketing is taking; it is purchasing a call center from Dr. Newton's Natural, and making it it's very own. Scheduling Your Call Center Hours? Put Employees First Quality customer care has to be the focus in the call center. To accomplish your customer care goals, you have to keep your agents happy and satisfied with their role. View all Communities

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