Bellcore announces call center consulting services.MORRISTOWN Morristown. 1 Town (1990 pop. 16,189), seat of Morris co., N N.J., on the Whippany River; settled c.1710, inc. 1865. Although chiefly residential, it has diverse manufactures, including electronic products, health and beauty aids, auto parts, and , N.J.--(BUSINESS WIRE)--April 17, 1996--Companies that use customer care and call centers to service customers -- including those in the public utilities, finance, insurance and travel industries -- can now benefit from some of the same expertise that local telecommunications companies See telecom company. have used to make their centers perform more efficiently. Bellcore announced today that its call center consulting services Noun 1. consulting service - service provided by a professional advisor (e.g., a lawyer or doctor or CPA etc.) service - work done by one person or group that benefits another; "budget separately for goods and services" are available to a wider market. These services include business analysis, technical consulting and call-center engineering, according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Miriam Hernandez-Kakol, executive director of Bellcore's Operator Services A variety of telephone services that require human intervention, including person-to-person calls, collect calls, credit card billing and directory and dialing assistance. Such services are performed by LECs, IXCs and alternative operator services (AOS), organizations that are used by business segment. "Whether customers are interested in call-center automation, consolidation, expansion, integration, productivity, service and traffic levels, or training, Bellcore has the experience and the expertise they need," said Hernandez-Kakol. "These offerings are a logical extension of our proven expertise in networks, operator services, and telecommunications Communicating information, including data, text, pictures, voice and video over long distance. See communications. ." Bellcore's experience with call centers is rooted in its work with the regional telecommunications companies. Bellcore helped them to rethink re·think tr. & intr.v. re·thought , re·think·ing, re·thinks To reconsider (something) or to involve oneself in reconsideration. re their operator-services during the 1980s and 1990s, a period of tremendous growth and stress for their networks. "Essentially, what we did for the regional telcos was to help them give their customers better service at less cost. Through technical innovation and operational excellence, we helped the regional telcos optimize optimize - optimisation current technology platforms, automate To turn a set of manual steps into an operation that goes by itself. See automation. processes and develop aggressive call-center management strategies," Hernandez-Kakol said. Bellcore can guide clients through the process of establishing a call center, beginning with a business case, said Steve Herman, Bellcore's director of Call Center Consulting Services. Bellcore also can examine the regulatory and public policy questions associated with call centers. Herman brings to the team his many years of experience developing automated au·to·mate v. au·to·mat·ed, au·to·mat·ing, au·to·mates v.tr. 1. To convert to automatic operation: automate a factory. 2. speech recognition and transaction automation solutions for customers with call centers in a variety of industries. For customers with existing call centers, Bellcore experts developed an end-to-end end-to-end a pattern of anastomosis in which severed ends are matched and united, in contrast with other patterns such as end-to-side or side-to-side. Usually applied to anastomosis of the intestine. , 18-point call-center review that helps customers identify the strengths of their call-center operations and highlights any areas that can be improved. Then, depending on their individual needs and business goals, Bellcore can draw on the diverse skills of its technical and business experts to recommend vendor-neutral, world-class solutions designed specifically to improve a call-center's efficiency and competitiveness. For example, Bellcore's team of experts could show how a business can optimize call-center automation, consolidation, expansion, productivity, customer service, or agent training. "A call center is often what a customer finds at the other end of an 800 or 888 telephone number. Historically, call centers were back-office operations that processed customer information after sales were made," said Herman. "Now call centers are revenue generators. And they often may be the place where a customer's first interaction with a company occurs, and the quality of that interaction can make or break a sale." As a result of Bellcore's expanded focus on call centers, the annual Bellcore-sponsored Operator Services Issues Forum has been renamed the Call Center Issues Conference. This year's conference, "Achieving Customer Care Through Employee Care," will be held June 5-7 at the Sheraton Tara Ferncroft Conference Resort in Danvers, Mass. To register, call 1-800-521-2673 (Priority Code CC496PR). Bellcore is a leading provider of telecommunications software, engineering and consulting services based on world-class research. Bellcore makes information technology work for telecommunications carriers, businesses and governments worldwide. For more information, visit Bellcore on the World Wide Web at http://www.bellcore.com. CONTACT: Bellcore Annie Lindstrom 201/829-4062 alindstr@notes.cc.bellcore.com or Ken Branson 201/829-2165 ludd@itc.cc.bellcore.com |
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