As much as we as consumers claim that we hate dealing with contact or call centers, the reality is that they are a necessary evil for us to be able to communicate with a company. And, when we get right down to it, it is not the center itself that we hate, but unintelligible agents, complicated phone trees, and irrelevant IVR prompts.

 

When the center is operating up to our standards and delivering us the level of service we believe that we deserve, we generally have no problem calling that toll free number. It is instead our sometimes unrealistically-high expectations that are driving dissatisfaction more so than a lack of effort on the part of the contact or call center.

 

So, for better or worse, organizations continue to rely on these departments or operations to serve their customer base. The latest is IA Global (News - Alert), Inc., a strategic holding company with a dedicated focus on growth through mergers and acquisitions in the Pacific Rim region. The company announced a new call center for its 100 percent subsidiary, Global Hotline, Inc.

 

Expecting to employ over 400 full and part-time employees, this new call center will be located in a significantly lower rental cost zone and is the first step in the company’s phased plan of centralizing all of its existing four call centers to lower rental cost zones.

 

The company's CEO, Derek Schneideman, said in a Monday statement, "We are pleased to announce further expansion of Global Hotline`s infrastructure in anticipation of new client contracts and greater than predicted revenues. However, we faced the difficult decision of deciding between aggressively pursuing our cost cutting initiatives or making the additional investment in growing revenues, market share, and cross-industry functional capabilities.”

 

“We expect the new call center to have a short term negative impact on earnings, compensated over the longer term by increases revenues. A comprehensive analysis of rapidly developing market opportunities, our planned acquisitions, and Global Hotline`s competitive positioning justifies this investment at this point in time," Schneideman added.

 

The company fully expects that when the new call center is operational, it will bring Global Hotline’s headcount to approximately 1,050 full and part-time employees. The company also expects that the new call center will begin generating revenues during the three months ending September 30, 2007.

Such news is definitely a positive development for those in the lower rental cost zone as this announcement means more job opportunities and economic enhancements for this community. It also promises to bring increased success for Global Hotline, increases revenues and market share over the long-term.

 

 

 

 

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