Interested in Call Center Collections news and analysis?

News Headlines

• Collection Agency Donates $100,000 to Local Hospital 4/30/10
• Call Center Firm Laying Off Hundreds in Canada 3/8/10
• Executive Bio: Blair Korschun 1/19/10
• ARM Firms Leverage IVR Technology to Lower Costs 9/14/09
• ARM and BPO Work Driving Call Center Expansions 7/14/09
• NCO Group Opens Another Site in the Philippines 6/30/09
• Collection Agencies Experimenting with Technology to Deliver Results in Tough Times 6/10/09
• New ARM-CRM Call Center to Provide 300 Jobs to Veterans and Others 5/12/09
• Case Dismissal Upholds FCC Declaratory Ruling on Cell Phone Use in Collections 12/22/08
• NCO Cuts 175 Jobs at Canadian Call Center 12/17/08
• Sallie Mae to Hire 1,100 at New Credit Operations Center in Delaware 11/21/08
• NCO Group Adding 400 Jobs to Call Center After Expansion 10/24/08
• NCO Group Looking to Grow in Philippines: Paper 10/13/08
• Canadians Flocking to Do-Not-Call List Crash Web Site 10/1/08
• NCO to Close Call Center in Canada 9/10/08
• FTC Issues Rule on Prerecorded Calls for Marketers; ARM Not Impacted 8/20/08
• BPO Provider TeleTech Reports Strong Second Quarter 8/5/08
• Debt Collectors in India Using Softer Touch 7/29/08
• West Posts Loss for ARM Unit on $19.8 million Impairment Charge 7/24/08
• The Future of Collections is Multi-channel Contact: Web Panel 7/23/08
• Fast Growing Collection Agency Opens New Call Center in Georgia 7/17/08
• Collection Agency Adding 200 Jobs at Alabama Call Center 7/14/08
• Is it Recession Yet? … Umm, You’re Kidding, Right? 7/3/08
• TeleTech Will Restate Certain Financials Back to 2005 7/2/08
• Universal to Pay SoundBite $4.6 Million in Suit Settlement 6/26/08
• Make Call Center Agent Satisfaction a Priority: Consultant 6/20/08
• Downturn, Consumer Mobility Builds Business for LiveVox 6/18/08
• HSBC Closing Credit Card Servicing Call Center, 240 Jobs Lost 6/16/08
• Volume Forecasting Critical to Call Center Success 6/13/08
• Call Center Firms Add 15,503 Jobs in May 6/5/08
• Disaster Planning Could Bring Greater Telecommuting for Issuers 5/30/08
• NCO to Get $2 million in State Money for Missouri Call Center 5/28/08
• SoundBite Launches Integrated Communications Platform 5/20/08
• 600 Call Center Jobs Coming to Indiana 5/16/08
• TeleTech Announces Strong Q1 But Does Not Report Full Results 5/14/08
• Credit Control Leverages LiveVox’s VoIP to Grow 5/14/08
• NCO Group to Expand in Missouri on Best Buy Contract 5/13/08
• Collection Agencies, Debt Buyers are PCI Security Hot Spots 5/13/08
• Tighter Credit for Furniture Industry: Report 5/13/08
• SoundBite Reduces Loss as Revenues Rise 5/9/08
• Trimmer TouchStar Ready for Growth: CEO Bederman 5/8/08
• Indian ARM-BPO Firm to Create 800 Jobs in Ireland 5/5/08
• CBS News Finds Collections is a Growing Field 5/1/08
• Convergys Profits Drop 17 Percent 4/30/08
• Executive Change: NCB Management Services Names Marcelo Aita as CEO 4/28/08
• A Pro’s Ideas for Best IVR Opening Prompt 4/25/08
• Collection Agency Sued by Labor Department Over Overtime Pay 4/11/08
• The Best Contact Centers have Top Training, Technology, and Analysis 4/11/08
• NCO Group Planning Huge Growth in Philippines 4/4/08
• Collector Oxford Management to Move HQ to Florida 3/27/08

Analysis Headlines

• Motivating for the Long Term
  
• Debt Collection is not for Everyone: Understanding Turnover
  Debt collection agencies are constantly faced with high turnover among collectors. There is some pretty interesting psychology behind this, and a straightforward solution.
• The Collections Quandary: Tripped by a Cell Phone No More
  
• Making your First Impression Count with Consumers
  An industry expert explores the importance of Initial Right Party Connect and how to maximize collection efforts based on the first impression.
• Interview: Louis Summe, Co-Founder and CEO of LiveVox
  Louis Summe, CEO of hosted dialer provider LiveVox, recently sat down with insideARM to discuss the genesis of his company and the role he sees LiveVox playing in a difficult collections environment.
• What is UR txt msg str@tegy?
  
• CRM and the Internet
  There is a significant amount of information available to the marketer in this age of Internet, ATM’s, direct mail and telemarketing. The challenge is to integrate this contrasting information to get one view of the customer.
• Relationship Management Dispute Resolution
  The credit department is the focal point between clients and internal departments – properly managing these vital relationships is a challenge due to communication obstacles, conflicting goals, and revenue exposure.

Research Headlines

• Kaulkin Report 7 Excerpt - Investments in Technology Required for Improved Efficiency 
• Kaulkin Report 6th Edition - Offshoring 

Press Releases

• LiveVox Introduces "Best Time to Call" Business Analytics Tools 7/28/10
• West Interactive Acquires TuVox 7/26/10
• Study: Expensive and Outdated Collections Methods Hampering Industry Rebound 7/21/10
• Oxford Management Services Selects Nexidia’s Speech Analytics to Integrate into its Collections and Quality Assurance Processes 7/19/10
• SoundBite Communications Enhances Customer Contact Strategies with Hosted Predictive Dialing 7/15/10
• Interactive Intelligence Enhances Offering for Credit and Collection Industry 7/13/10
• LiveVox Automates Voicemail Compliance on Manual and Preview Calls 7/7/10
• Teleperformance Announces Major Restructuring, Call Center Closings in France 7/1/10
• Executive Change: Michael Reed to LiveVox as VP of Technical Operations 6/30/10
• Aspect Awarded Contact Center Applications Vendor of the Year in Asia Pacific by Frost & Sullivan 6/30/10
• Aspect CTO to Speak on Next Generation of Customer Contact at Gartner Customer 360 Summit 2010 6/24/10
• Vertex Extends Global Customer Management Outsourcing Reach by Acquiring Australian Provider, PCI 6/24/10
• Aspect Named an Agent Performance Management ‘Hot Vendor’ in 2010 Value Index by Ventana Research 6/22/10
• ACA Mounts Challenge, Gathers Allies Against Proposed FCC TCPA Rule 6/18/10
• LiveVox Announces Patient Self-Service IVR as part of Healthcare Revenue Management Suite 6/14/10
• Gateway Recovery Associates Grows Business with Aptela 6/11/10
• Noble Systems Responds to Proposed TCPA Changes 6/9/10
• SoundBite Communications Helps ARM Industry Weather Challenging Market 6/8/10
• NCO Group Ranked 24 Amongst the Top 100 Global Outsourcing Companies by IAOP 6/3/10
• Frost & Sullivan Awards LiveVox ‘Best Brand’ Among Hosted Outbound Customer Contact Solutions 6/2/10
• ARM Industry Veterans Launch New Call Center in Nevada 5/28/10
• Teleperformance Partners With RightNow for Contact Center on Demand 5/25/10
• At FTC’s Request, Court Stops Deceptive Telemarketing Calls Pitching Credit Card Interest Rate Reduction 5/21/10
• Quantum Servicing Receives ‘Best Practices Award’ for Contact Center Technology from Noble Systems 5/19/10
• LiveVox Announces VoIP Agent@Ready 5/18/10
• Aspect Hosts Collaboration in the 2.0 Enterprise, a Live Event in UCWorld.com 5/14/10
• NCO Group Receives 2010 CRM Excellence Award From Customer Interaction Solutions Magazine 5/13/10
• General Credit Services Announces 2010 GCS World Conference 5/12/10
• DialConnection Enhances Call Recording Suite With the Integration of All Recordings From IP-PBX Systems 5/4/10
• Firstsource Reports Fiscal 2010 Revenues of $413 million, Up 12.7% 5/3/10
• LiveVox Announces 100% Call Recording with Dynamic Retrieval 4/28/10
• CBE Group Announces Integration of CallMiner Speech Analytics into its Collection Quality and Compliance Assurance Processes 4/21/10
• CAUTION: Superstars Can Hurt Your Contact Center 4/21/10
• Reader’s Digest Increases Call Center Agent Average “Revenue per Minute” by 69% 4/15/10
• Docomo interTouch Deploys Noble Systems’ Award-winning Solution Across Contact Centers Worldwide 4/8/10
• LiveVox Announces 30 Number Horizontal Dialing 4/7/10
• Aspect Customer Looks to Improve Customer Experience with Quality Management in the Contact Center 3/31/10
• Aspect Marks Two-Year Anniversary of Global Strategic Alliance and Equity Investment with Microsoft 3/24/10
• Noble Systems Releases Results of North American Contact Center Survey 3/22/10
• Aspect Celebrates One Year Phone-Free with Microsoft Office Communications Server 3/18/10
• MicroAutomation and Convergys Alliance to Deliver Relationship Management Solutions to Customer-Intensive Entities to Drive Superior Customer Experience 3/17/10
• LiveVox to Present at ACA’s Spring Forum 2010 3/16/10
• Aspect Positioned in the Leaders Quadrant for 2010 Magic Quadrant for Contact Center Infrastructure Worldwide 3/11/10
• LiveVox Enhances High Balance Contact Suite with Scheduled Callbacks 3/9/10
• IAT Celebrates 24 Years of Dialing Technology Success 3/2/10
• LiveVox Confirms Data Security with SAS70 Audit 2/23/10
• Noble Systems Releases Noble TouchStar 6.0 2/17/10
• LiveVox Launches Dynamic Preview with Real-Time Cellular ID 2/9/10
• CallME! Staffing Launches Resource Website 2/8/10
• Noble Systems on Track to Double Revenue in Five-Year Span 2/5/10