• Contact Center Outsourcing
• Articles

C3 Grows Global Outsourcing Footprint with New Contact Center in Guatemala

By Amanda Ciccatelli, TMCnet Web Editor

C3 (News - Alert)/CustomerContactChannels (C3), a global provider of customer management solutions, has opened a new customer contact center in Guatemala City, Guatemala to serve its growing client base in that region. The brand new location will handle inbound customer service and reservations calls in both English and Spanish that originate from the United States and other parts of Latin America.

Initially, agents will handle customer service for a major U.S. based airline, and customer service matters for a client in the travel industry.

C3 provides a full range of customer contact management services for large and medium-sized corporations in the healthcare and financial services, telecommunications, energy and utilities, media, hospitality and leisure, and government services industries. Its entrepreneurial spirit enables the company to ramp up programs quickly for clients, produce above average quality scores, and even retain employees longer.

According to C3 President & Chief Operating Officer Rick Ferry, Guatemala offers a great deal of benefits for business process outsourcing companies like C3. Guatemala City has a highly-skilled, multi-lingual workforce that is well-trained in handling inbound customer calls, so the learning curve is shorter.

“Their Spanish and English are excellent and they closely identify with U.S. culture compared with other locations. Guatemala also offers state-of-the-art technology and a solid telecommunications infrastructure. This, along with our industry-pioneering corporate culture, gives us a great opportunity to perform at a very high level for our clients,” Ferry explained in a statement.

Guatemala has also helped to boost the number of C3 locations available to its Fortune 500 client base. Other C3 locations include in Idaho, Utah, Arizona, Texas and Oklahoma in the United States; Fort Bonifacio and Manila in the Philippines; Sofia, Bulgaria; Glasgow, Scotland; Dalian, China, and Mumbai, India.

Back in June, C3 and one of its clients won Contact Center World's annual "Best Outsourcing Partnership Award" for the U.S. and is currently a finalist for the worldwide award.

A job fair for the new contact center site has been planned for August 17th and 18th at the Guatemala location.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.