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TMCnet Contact Center Outsourcing Week in Review

By Tracey E. Schelmetic, TMCnet Contributor

Happy Independence Day week, and it's time for another wrap-up of the week's events in contact center outsourcing.

Competition in the outsourcing business, especially targeting American clients, has recently intensified as the Philippines has now replaced India as the most desirable voice-services outsourcing destination. With 400,000 jobs created in voice-related business processing outsourcing (BPO) sector in Philippines, the country has surpassed India’s 350,000 jobs created in the same sector.

Advanced Call Center Technologies LLC, a call center located in Sacramento California, has announced that it will create 500 jobs this year; hiring starts in July. Additionally, the firm projects that it will create about 2,000 more jobs in a few more years. In an economy that is grappling with high unemployment rates, this announcement is no doubt a relief to many job seekers, the government and the society at large.

WNS has expanded its global delivery footprint by acquiring Fusion Outsourcing Services (Pty) Ltd., a BPO provider based in South Africa. WNS, a provider of global business process solutions, recently collaborated with Fusion to deliver premium voice services to one of WNS's largest UK-based clients. The company is now adding the Fusion team into the WNS family, and will work towards climbing greater heights.

Telstra (News - Alert), Australia's leading provider of mobile phones, mobile devices, home phones and broadband Internet, recently announced plans for call center outsourcing. The telco is set to outsource more than 300 call center jobs to Asia, according to recent reports. It is likely to choose the Philippines or India as the potential destination to complement its existing operations.

Serving your customers in a way that builds the value of your brand and assures continued loyalty often requires the use of a call center. When establishing an internal operation outside of your budget and capabilities, call center outsourcing can be a viable option, wrote TMCnet's Susan Campell this week.

That's all for this week in the world of contaact center outsourcing. Have a great weekend!

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