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November 19, 2007

Contact Center Services Company American Customer Care Opens New Location in Pennsylvania

By Patrick Barnard, TMCnet Contributing Editor

Leading contact center services company American Customer Care recently announced that it is opening a new contact center in Altoona, Pa.

According to published reports, the new contact center, which will be located in the 11,000 square-foot building formerly occupied by Fiore Furniture, will have about 200 employees. It will be American Customer Care’s tenth contact center in the U.S. and its fifth in the state of Pennsylvania.

This new inbound contact center will be 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.

American Customer Care boasts more than 2,000 employees and more than 1,800 Web enabled workstations and more than 2,000 IVR ports based in Connecticut, Iowa, New York Pennsylvania, Texas and Wisconsin. It offers multilingual contact center services (including phone, email and Web chat) and agent groups with specialized knowledge skills. The contact center services provider places a strong emphasis on up-selling and cross-selling when training its agents. In addition to running location-based contact centers it also utilizes home-based or remote agents, made possible through its Web-based or “virtualized” contact center technology.


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

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