Team: STARFISH Channel Builders

STARFISH sponsors "Back to Work" Program to Assist Call Centre Workers

STARFISH, in partnership with the BC Contact Centre Association, is bringing new job opportunities to contact centre employees affected by the current economic recession. For the remainder of 2009, employers will be able to advertise their job opportunities for free on the Association’s web site.

This program is being funded by STARFISH, which is also helping the Association promote the free service to employers. “We’re grateful to STARFISH for enabling us to provide this benefit to the industry”, says Jean Mitchell, board chair. “Our Association has a long history of tailoring its services to members. This is a great example of the industry coming together to meet a challenge.”

Employers who are hiring should go to the Association’s web site (www.bccontactcentre.com) to advertise open positions for free.

Contact centre staff looking for employment should register for free at the Association’s web site (www.bccontactcentre.com), and search the job postings for opportunities. Registration also brings other benefits of membership, including the newsletter and discounts on Association events.

The BC Contact Centre Association represents the contact centre industry in BC, providing education, networking and career-related services to its members. Members include call centres, vendors, and professionals working in the industry.

STARFISH provides program management and consulting services to help organizations improve their online channels. STARFISH led the successful launch of BC’s 8-1-1 service in 2008, including the creation of a new 24/7 call centre and integrated web channel for BC residents to access non-emergency health services. STARFISH has been an active supporter of the Association for many years, and was a sponsor of last year’s annual conference.

STARFISH congratulates HealthLink BC on the launch of 8-1-1

On November 21, 2008, BC launched Canada’s first Province-wide 8-1-1 service for non emergency health calls. The 8-1-1 phone service and the associated web site, www.healthlinkbc.ca, are operated by HealthLink BC, part of the Provincial Government.

By dialing 8-1-1, BC residents can speak to a health professional such as a nurse or a dietitian, or have an agent help them find local health services. The service operates 24 hours a day, 7 days a week.

The 8-1-1 implementation was led by project director Richard Mason of STARFISH Channel Builders, and two other STARISH team members, Myrna Bennefeld and Mike DeSandoli, played key project management roles. “The STARFISH team was essential to our success on 8-1-1”, said Lori Halls, Chief Operating Officer of HealthLink BC. “They worked well with our staff, provided leadership and expertise, and delivered in an incredibly short time”.

STARFISH led the creation of a new 24/7 call centre to take 8-1-1 calls, including staff, facilities and information technology. Starfish also led the building of BC’s first province-wide directory of publicly-funded health services, accessible by 8-1-1 agents and by the public via www.healthlinkbc.ca.

HealthLink BC is a province-wide provider of telehealth services, part of the Ministry of Health Services.

STARFISH specialises in building new service channels, including call centres and web sites. STARFISH provides the leadership and expertise of professionals with an average of over 20 years experience. For more information contact Richard Mason.

Copy of Government Press Release on 8-1-1

STARFISH congratulates Hosted Communications, BC CCA “Vendor of the Year” for 2008

At the BC Contact Centre Association’s annual gala dinner on November 24, 2008, Hosted Communications received the “Vendor of the Year” award. Sponsored by STARFISH, this award is given to an outstanding supplier of products or services to the contact centre industry, as judged by an independent panel.

STARFISH is a long-time supporter of the BC Contact Centre Association, which promotes a healthy contact centre industry in BC by providing training, networking and other development opportunities to individual and corporate members. Richard Mason is a board member, and chairs the BC CCA’s strategic planning committee.


Mike Girard, Hosted Communications, receives the award from Richard Mason, STARFISH Channel Builders.

Michael DeSandoli and Richard Mason are pleased to announce the launch of a new Vancouver-based firm, STARFISH Channel Builders.

STARFISH is all about helping organizations connect with their customers in ways that provide the greatest value to both parties. In today’s “always on” world, consumers and businesses expect to connect on their own terms, when and how they choose: online, over the phone, face-to-face. And they expect the same level of service and information, regardless of the channel.

Formed in November 2005, STARFISH helps organizations build and reinvigorate their marketing, sales and service channels. STARFISH differentiates itself by employing seasoned executives who have built and operated channels in the Canadian marketplace.

STARFISH Principal Michael DeSandoli, a former e-business executive with Creo / Kodak and Future Shop, specializes in the retail and high-tech manufacturing sectors. “As a business manager, I was concerned with building revenues, but also controlling costs. I needed to provide the right experience for customers, using the lowest-cost channel that makes sense.”

President and CEO, Richard Mason, was formerly an executive at Pacific Blue Cross and Ionysys Technology Corporation. “Self-service channels in most organizations have grown up separately. They don’t share business objectives, and they certainly don’t provide a consistent experience for consumers”. Richard specializes in the health, insurance and telecommunications sectors.

STARFISH works directly with corporations and governments to help them improve their call centre, web, direct sales and mobile channels. For more information, visit their web site at www.starfishcb.com.