3rd Party Remote Call Monitoring Feature

CDS Global, a company that offers end-to-end business process outsourcing solutions, recently extended its partnership with Rodale, publisher of health and wellness lifestyle magazines, to include customer service for the publisher's brands.

As per the terms of the agreement, CDS Global will provide a host of customer care services to Rodale. The customer service representatives will provide agent phone and email support, interactive voice response capabilities, call monitoring and level-one technical support to Rodale. The representatives are expected to respond to over 2 million calls and 200,000 inbound emails annually.

CDS Global will also keep providing other services to Rodale's magazine brands, such as circulation and order management, fulfilment of print and digital editions, mailing services, e-commerce capabilities and in-depth reporting. Rodale will also utilize CDS Global’s up-sell and cross-sell platform to drive additional revenue by presenting subscriber-specific offers to customers calling in for service.

"Rodale is pleased to expand our long-time relationship with CDS Global and to bring our customer service offering back to the U.S.," said Maria Rodale, Chairman & CEO, Rodale Inc. "We're looking forward to providing customer service for our audiences that is as efficient, accessible and as user-friendly as possible."

"CDS Global understands the importance of premier customer service and is honored to fulfill Rodale's customer service needs," said Debra Janssen, chief operating officer, CDS Global. "The customer experience has become the critical differentiator in today's marketplace. The CDS Global call center is a front-line extension of Rodale, and we look forward to delivering high-quality service to their consumers."

"CDS Global and Rodale have nurtured a rich business relationship that has lasted more than 20 years," said Janssen. "Onshore customer service is a logical expansion to the suite of services we currently provide for Rodale. We are proud to serve one of the country's elite media companies and to support Rodale's ongoing print, online, tablet and mobile publishing strategy from every angle."