Call Center Outsourcing

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February 21, 2008

Call Center Outsourcing Firm American Customer Care to Add 70 Jobs at its Elmira, N.Y. Location

By Patrick Barnard, Senior Web Editor, TMCnet


Leading call center outsourcer American Customer Care (News - Alert) is reportedly considering expanding its call center operations in Elmira, N.Y., adding another 70 seats to the approximately 100 it already has.

In an article appearing in the Elmira Star-Gazette, Mike Shea, vice president of operations for the Bristol, Conn.-based American Customer Care, said the company was considering leasing additional floor space in the former Iszard's building on North Main Street, where the company operates one of ten call centers.

Shea said in the report that American Customer Care is having “no trouble finding qualified employees," in the Elmira area. In addition, he added that the company is having little trouble competing in the labor pool against Sitel, another contact center outsourcing behemoth that is opening a new center in nearby Erwin.

Elmira Mayor John Tonello said in the report that American Customer Care should be able to expand its operations readily in the recently-refurbished Iszard's building because it already includes the necessary cabling.

Although it serves a wide range of industries, American Customer Care primarily deals in retail transactions that take place over the phone or via web chat. The company runs only U.S.-based contact centers, however, its agents have multilingual capabilities and highly developed skill sets. The company specializes in maximizing up-selling and cross-selling opportunities to help it clients boost their profits.

American Customer Care uses the most advanced contact center technology available and has more than 1800 web-enabled workstations and 2000 Interactive Voice Response (IVR) ports located throughout Connecticut, Iowa, New York, Pennsylvania, Texas and Wisconsin. These workstations also include home-based agents, which tend to have better skills and are often more flexible in terms of scheduling, thus enabling American Customer Care to deliver better-than-average customer service during periods of peak volume.

American Customer Care made news on TMCnet in November when it announced that it was opening a new contact center in Altoona, Pa. The new contact center, located in the 11,000 square-foot building formerly occupied by Fiore Furniture, has about 200 employees and is the fifth the company has opened in the state of Pennsylvania. The new inbound contact center is focused on delivering high quality services to top tier, or premium customers of the companies which employee American Customer Care’s contact center services.

Typically, contact center outsourcing companies with U.S.-based centers tend to deliver higher quality service, as opposed to those outsourcers which operate centers based overseas in counties like India and the Philippines. Usually, U.S.-based contact centers are designated for more complex or higher-value customer transactions. Thus the technology they deploy tends to be state-of-the-art, and the agents tend to be more tech-savvy and better able to handle more demanding customers.

For more information about American Customer Care, visit www.americancustomercare.com.

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Patrick Barnard is Assignment Editor for TMCnet and Associate Editor for Customer Interaction Solutions magazine. To see more of his articles, please visit Patrick Barnard’s columnist page.

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Today’s featured White Paper (News - Alert) is titled Security Considerations for an IP PBX and Contact Center, brought to you by Interactive Intelligence (News - Alert).


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