The RCS Group, a provider of retail credit products for 550,000 customers through partnerships with 13,000 merchants in various industries, has improved its collection contact rates by 30% on the personal loans portfolio with the implementation of a Presence dialler solution from Spescom DataFusion. The solution, implemented almost 24 months ago, has not only improved customer service but driven down risk and improved collection rates.

The face of call centers is changing and as a result many call center owners are changing as well. Today the call center industry is moving towards a more advanced look and more and more people are beginning to start what is called a virtual call center. These call centers work in the same way as normal call centers, calls and made and received at the call center and handled by the employees that have been hired.

Telemarketing fraud victims are of many different ethnic and socio-economic backgrounds and range from those with little formal education to those with professional degrees. All ages are affected, although seniors receive a large percentage of the calls. The problem with telemarketing fraud is that it is difficult to tell whether a caller is legitimate, and it is sometimes difficult for people to hang up on telemarketers.

The telemarketing sector in countries like the Philippines is best with a recurring problem. Power outages have practically crippled the telemarketing services industry in various areas across the country. The power failure lasts for hours, by which time the power back-ups are rendered ineffective. Every telemarketing company that is hit by this sorry state of affairs is looking at the authorities to solve this problem.