NSAM Staff Report
Colombian President Juan Manuel Santos was joined by Dr. Diego Molano, Minister of Information Technologies and Communications, Convergys Senior Vice President of Operations Christine Timmins Barry and other dignitaries to officially welcome Convergys to the Colombian capital, Bogota, at a special dedication conference yesterday.
The Bogota center began operating in January 2011 and employs 850 bilingual agents who service incoming calls for an international telecommunications client by phone, web-chat, SMS and email. Convergys plans to increase the number of staff to 1,000 by the end of the year, and eventually reach 5,000 positions, and expand the offering to include customer service, technical support, help desk, back office, and IVR support to a diverse portfolio of Convergys clients and their customers.
“The opening of this facility in Bogota demonstrates Convergys’ commitment to Colombia and to our employees here for the outstanding work they perform every day,” said Timmins Barry. …
Spanish-only Services Not Sufficient, According to New Ovum Report
By Dennis Barker
The Hispanic population in the United States is the fastest growing group of people in the country, and that means more potential customers for providers of call-center services. But to grab a piece of that growing pie, call centers are going to have to do more than simply put Spanish-speaking staff members in seats.
The U.S. Hispanic population is currently estimated by the U.S. Census Bureau to be about 47 million, and projected to reach 60 million in 2020. After that, the number will increase by about 10 million every 10 years, according to government predictions.
Telus is probably the most bullish company I have yet to run into that has established a comprehensive Nearshore presence. As the second largest telecom carrier in Canada, Telus has made global expansion a key priority under the leadership of CEO Darren Entwistle, who has run the company since 2000. That global growth comes partly in the form of responding to the requirements of customers, who increasingly require call center agents to possess Spanish language skills.
Telus, through its partnership with Transactel, runs three outsourced customer delivery sites in