Ultra CEMS – Emerging as a Market LeaderWritten by John Dean
Weymouth based Contract Electronics Manufacturer; Ultra Electronics Manufacturing Services (Ultra CEMS) is part of very successful £300M+ T/o Ultra Electronics plc group of companies. Ultra CEMS offer high reliability, low to medium volume, turnkey electronic manufacturing services to a wide range of industries including companies from Aerospace, Defence, Industrial, Instrumentation, Marine, Medical, Measurement & Control, Oil & Gas, Telecoms and Transportation market sectors. John Dean, Ultra CEMS Customer Support Manager takes up story: “We have a growing reputation in low to medium volume, high reliability market sector. High levels of capital investment have enabled us to greatly expand our SMT and conventional throughput and a focus on in-house training has helped to build our reputation for quality. Although we do some manufacturing for other Ultra divisions, it totals only 15 % of our turnover, and we build products for around 20 other major UK OEMs. As a division of Ultra Electronics plc, Ultra CEMS has significant purchasing power with particular strengths in obsolescence management, global sourcing and Vendor Managed Inventory (VMI). Furthermore, Ultra CEMS has a dedicated IPC training school on site to ensure all production staff are trained to a very high standard. As a result, Ultra CEMS offer all their clients IPC-A-610 Class 3 workmanship as standard. Products can be manufactured under full material traceability conditions. Component failures in field can be traced back to specific batches of materials and even which assembly operators assembled product. Ultra’s business growth has been dramatic, with many new and larger OEM customers now using their one-stop-shop services.
| | The face of the Call Center business is changing!Written by Richard Logan
Conservative consumers, shifting economic conditions and increasingly competitive business conditions are making it easier than ever to get new customers. These factors are also making it harder than ever to keep your customers. Customer loyalty isn't something easily given, it is something that is earned.The fight for customer loyalty is nothing new to contact center professionals, but changing face of contact center industry is. Database integration with predictive dialer systems has been designed for next generation of contact centers and new breed of contact center professional. Database technologies and evolving team management strategies will lead industry into next phase of contact center growth. The driving force behind these changes is FTC Legislation also an expansion/revision in basic call center objectives. Measures of success in call center operations have changed dramatically in last decade. While once only call completions or number of orders were primary measure, depending on call center function, customer centric measures are now focus Predictive dialing is changing almost as fast as traditional dialers bring screen pops to an agent's desktop. The US market, which is leader in terms of installed systems, is in a period of transition. Predictive Dialing started off as a way to attract new customers and to sell new ideas, but that model does not fit well in today's marketplace. Instead, companies are implementing database enabled predictive dialers in innovative ways, calling airline consumers if their flights are late, alerting utility customers to power shortages, reminding drivers to get their annual checkup, and even notifying retail customers when a package will be shipped late. Does that mean that consumers can say goodbye to someone asking for "the man or woman of house," or having someone stumble with a long last name? Probably not, but there will be a drastic change over next five years in which predictive dialers will migrate from being used for primarily outbound sales activity to being used for proactive outbound/inbound blending, IVR and more in customer service arena.
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