The call center industry had a good week, what with the second round of sign-ups for the Affordable Care Act, and all the calls that go along with that. We have some of the week’s highlights.
The Department of Health and Human Services said that more than one million people had visited healthcare.gov as of November 17 and its call center handled more than 200,000 calls over the weekend. In order to get people on the health insurance rolls, there were hundreds of different enrollment events around the country. These events were held at public places where people were allowed to go and browse the healthcare exchange website and make a purchase if they felt they were ready to pull the trigger. “The first 48 hours went very smoothly,” Lisa Rubino, a senior vice president at Molina Healthcare who oversees the company’s exchange business, told Modern Healthcare. “We didn’t see many of the glitches we saw last year,” she said.
Overseas, a recent report on the Asia-Pacific Contact Center Applications Market found that in terms of employment and revenue numbers, the contact center industry in the Asia-Pacific (APAC) region has been pretty strong. There was growth in the number of contact center seats, and revenues are expected to grow the next few years. The APAC contact center applications market earned revenue of $676 million in 2013 and is expected to earn $1.1 billion in 2020, a CAGR of 7.2 percent.
Closer to home, a company called PaidSupport has announced it has revamped its website to allow its customers to make money from their customer support departments. “With a marketplace that is getting more crowded by the day, customer service is the one area that businesses can set themselves apart,” PaidSupport founder and CEO Michael Szerencsy said. “With billions being spent annually on customer service, it is time to turn the tables and start offering, and making money, on the service options that your customers want and are willing to pay for."
As there is news happening constantly, be sure to check back often for the latest updates.