By Tarun George

When you ask a call center agent what they like most about their job, and one of their answers is “the management team”, you know that this is not an ordinary Nearshore delivery center. Agents at Laurus International’s contact center in the Dominican Republic are loyal and it shows. How did the leadership team at Laurus manage to create such a committed workforce?

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BY STAFF REPORT

Convergys Corporation is seeking to hire as many as 500 people in San Jose, Costa Rica, where the global BPO provider has opened its fourth contact center.

The new facility is located on Boulevard de Rohrmoser in San Jose.

Convergys already has more than 2000 employees working at its contact centers in Heredia and San Jose, making it among the largest global services employers in the country. (Other well known foreign companies in the services space include HP, IBM and Infosys, which last month revealed its plans for Costa Rica.)

President Laura Chinchilla, who was present at the launch event, expressed support for Convergys’ expanding footprint in the country. Costa Rica’s trade promoter CINDE has stated that Convergys had now become one of the ten leading employers in the service sector.

“With the expansion, the company reaffirms the vote of confidence it has placed in our country and …

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By Clayton Browne

The call center industry is undergoing a sea change in the 21st century. Call centers have already morphed into contact centers at savvy businesses, and given evolving customer expectations, multi-channel contact centers will almost inevitably become the norm in the coming days. Contact centers continue to engage customers through traditional channels

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BY STAFF REPORT

Economic turmoil, primarily in the Euro zone economies, is prompting global companies to take new steps to rely on outsourced call center services, says a new report from  Frost and Sullivan.

“Cost savings for enterprises, multi-shoring options and customer contact expertise offered by providers in the market, together with a large, educated labour pool will promote the outsourcing of contact center services,” noted Frost & Sullivan Senior Research Analyst, Sathya Subramanian.

The contact center outsourcing market in Europe, Middle East and Africa (EMEA) experienced relatively low growth in 2011 in comparison to other major regions in the world. And the trend, the research firm says, will persist over the next 5 years due to the prevailing economic situation and stiff competition from in-house contact centers.

“The current economic situation, which has resulted in enterprises demanding higher quality customer services, will add further impetus to market development,” Subramanian added.

The contact center …

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By STAFF REPORT

US tele services provider Talk2Rep has opened a new contact center in Santo Domingo, the capital city of the Dominican Republic.

Formed by former AT&T call center executives, Talk2Rep offers contact management services for government agencies and multiple vertical industries such as a healthcare, financial, retail, insurance, technology, travel and telecommunications.

“We have been monitoring closely an offshore exodus away from India and the Philippines due to poor quality and customer experience and have reached out to a highly educated English speaking population in the Dominican Republic as a nearshore provider of call center and Live Chat services for our clients,” said CEO Jim Ryan.

Talk2Rep specializes in teleservices, live chat and social media management.

“We are currently hiring and training for a large telecommunications and retail company. We expect to have around 500 call center and live chat agents by end of 2013. Our new Nearshore location adds …

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By Ann All

The Philippines in recent years became the top offshore destination for call centers, overtaking former leader India. Recently the Contact Center Association of the Philippines projected revenues from the country’s call centers would hit $14.7 billion by 2016, up from $8.4 billion this year.

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By James Bargent

From Baltimore ad-man to Belize BPO evangelist via a Caribbean cruise, the path walked by Scott Newman on his way to becoming an outsourcing trailblazer was definitely off the beaten track. Newman is the CEO of Transparent BPO, a three-year-old operation born out of frustration with outsourcing service providers and the belief that cutting costs does not have to mean sacrificing quality and control. Since its formation, Transparent

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By Filipe Pacheco

Telecommunications companies operating in Brazil are facing some big regulatory changes. And, as a result, so are the companies that outsource services to them.  In July, Brazil’s Communications Ministry prohibited three major mobile operators – Oi, Tim and Claro – from selling new cellphone plans following a rising tide of customer complaints over poor service quality, including dropped calls and patchy coverage.

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By Rosanne D’Ausilio

A typical customer will not call back a call center.  Not only does this keep costs high, but it decreases customer loyalty and increases turnover.

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By Jon Tonti

Just because US music, fashion, and entertainment have long since permeated and been adopted by Latin America, don’t think that the US corporate style of management enjoys the same reception.  Latin America has its own management style that is as different to the US management style as France’s is to Germany’s.  “I recently saw a situation where a company brought in a top manager from outside the region who was put in charge of a group of executives from the home country that resulted in 25 percent of those executives leaving the company,” said Jane Siegel, a senior scientist at Carnegie Mellon’s Silicon Valley campus. 

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