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March 13, 2009
APAC Grows Offshore and Onshore
Senior Contributing Editor
APAC Customer Services is expanding its contact centers both outside of the United States and domestically, driven by clients’ demand.
APAC has opened a new site in The Philippines near Tacloban City, the capital of Leyte Province. At full capacity, this 35,000 square foot facility will accommodate approximately 1,000 contact center agents and support staff.
The teleservices firm cited existing fiber optic connections, a good education system with 5,000 to 8,000 graduates every year, and incentives from the local government, behind its decision to locate in Leyte, reports Business World Online.
APAC opened its first Philippines center in greater Manila, the country’s capital during 2003 in response to clients' demand for cost efficient locations to complement existing domestic solutions. Today, it has approximately 4,800 agents and staff in the country.
More contact centers may be on the way. Business World Online reports that APAC may be opening sites in the Visayas and Mindanao.
The teleservices firm reports that its clients have had success in having their programs handled in the Philippines. All of its current clientele realized a 20 percent increase in customer satisfaction scores when their calls began being answered there. They have experienced from eight to as high as 22 percent increases in their bottom lines by increasing customer value/spending.
“We have experienced substantial growth these past several years in The Philippines, and feel privileged to work with such an outstanding team of professionals and local organizations,” says Doug Almond, APAC Vice President for International Operations.
APAC is also expanding domestically. The Arizona Daily Star reports that the firm is adding 450 jobs to its Tucson contact center to the roster of 750 agents already there thanks to growth from one of its main clients. New employees will begin taking calls by April 1 out of a new 27,000-square-foot section of the office.
The teleservices firm has had no shortage of applicants from across the country due to the economic malaise. There have been attorneys and HR directors come into apply for jobs, which start at $9.50/hour.
“’We find ourselves very fortunate in this economy, with news every day of companies laying people off, that we're able to be hiring,’” Shayne Farrell, vice president of operations told the newspaper.
APAC has opened a new site in The Philippines near Tacloban City, the capital of Leyte Province. At full capacity, this 35,000 square foot facility will accommodate approximately 1,000 contact center agents and support staff.
The teleservices firm cited existing fiber optic connections, a good education system with 5,000 to 8,000 graduates every year, and incentives from the local government, behind its decision to locate in Leyte, reports Business World Online.
APAC opened its first Philippines center in greater Manila, the country’s capital during 2003 in response to clients' demand for cost efficient locations to complement existing domestic solutions. Today, it has approximately 4,800 agents and staff in the country.
More contact centers may be on the way. Business World Online reports that APAC may be opening sites in the Visayas and Mindanao.
The teleservices firm reports that its clients have had success in having their programs handled in the Philippines. All of its current clientele realized a 20 percent increase in customer satisfaction scores when their calls began being answered there. They have experienced from eight to as high as 22 percent increases in their bottom lines by increasing customer value/spending.
“We have experienced substantial growth these past several years in The Philippines, and feel privileged to work with such an outstanding team of professionals and local organizations,” says Doug Almond, APAC Vice President for International Operations.
APAC is also expanding domestically. The Arizona Daily Star reports that the firm is adding 450 jobs to its Tucson contact center to the roster of 750 agents already there thanks to growth from one of its main clients. New employees will begin taking calls by April 1 out of a new 27,000-square-foot section of the office.
The teleservices firm has had no shortage of applicants from across the country due to the economic malaise. There have been attorneys and HR directors come into apply for jobs, which start at $9.50/hour.
“’We find ourselves very fortunate in this economy, with news every day of companies laying people off, that we're able to be hiring,’” Shayne Farrell, vice president of operations told the newspaper.
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Stefania Viscusi