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Outsourced Contact Center Companies Ramp Up Hiring, Fuel iPhone/Verizon Rumors

Outsourced Contact Center Companies Ramp Up Hiring, Fuel iPhone/Verizon Rumors

October 25, 2010
By Tracey E. Schelmetic, TMCnet Contributor

When outsourced contact center services providers begin mysteriously ramping up their hiring, it tends to fuel rumors. No one hires hundreds of new workers for no particular reason, and two companies in particular: Salt Lake City-based Teleperformance (News - Alert) USA and Kenneshaw, Ga.- and Mobile, Ala.-based Ryla Teleservices have both begun hiring contact center agents by the hundreds.


Why is this significant? Because both contact center service providers count Verizon among their clients -- but bear with me.

Ryla last week announced the creation of 400 new jobs at a Clovis, Calif., facility due to the “expanded customer service needs of one of Ryla’s clients,” a Fortune 50 company. Hiring to fill more than 400 new positions begins immediately. Ryla revealed a little more detail to the Fresno Bee, commenting that its client is a “Fortune 50 cellular/telecommunications company that expects to increase its marketing and sales.”

In a similar vein, the Augusta (News - Alert) Chronicle reported that Teleperformance USA is in the process of hiring more than 300 people for its customer service center. Marcie Ballard, the company's vice president of recruiting, told the Chronicle that “it is for a major wireless company that we have secured a new line of business, one of our existing clients.”

The media has never been short on rumors that Verizon will shortly begin supporting Apple's (News - Alert) wildly popular iPhone, and the mass contact center hirings are doing little to quell the rumors.

In an Oct.7 Wall Street Journal column by Yukari Iwatani Kane and Ting-I Tsai, the paper revealed that Apple is very close to announcing a launch of the iPhone on Verizon Wireless' network. According to the Journal, the Verizon iPhone will begin selling in early 2011.

The iPhone has been exclusive to AT&T (News - Alert) Wireless since its launch in 2007, but there is evidence that Apple is chafing under these restrictions: AT&T coverage and service is a source of regular complaints by iPhone users, and Apple is suddenly finding itself competing against phones bearing Google's popular and successful (and, most important, multi-carrier) Android (News - Alert) platform. Though Apple's contract with AT&T would appear to be valid until 2012, some analysts think there may be performance clauses in the contract that Verizon is alleging AT&T is just not fulfilling, hence the early iPhone/Verizon relationship.

Verizon wireless will begin carrying Apple's iPad tablet device on Thursday.


Tracey Schelmetic is a contributing editor for TMCnet. To read more of Tracey's articles, please visit her columnist page.

Edited by Tammy Wolf



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