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News : Golden Gate BPO Solutions Continues to Grow Footprint
Weston, FL, United States, April 2, 2014 -- Golden Gate BPO Solutions ("Golden Gate BPO"), a global provider of customer management and business process outsourcing solutions, has added a multi-channel contact center with a current capacity of 550 workstations, scalable to 1,000 workstations, in Hermosillo, Mexico.
Golden Gate BPO’s expansion into Hermosillo comes via an operating partnership with Listen Up Español ("LUE"), a company who entered the region in 2006 with a primary focus on serving the U.S. Hispanic market through Spanish language online marketing and direct response industry sales and support services.
In addition to leveraging LUE’s current shared services capabilities, Golden Gate BPO has spearheaded the creation of a dedicated services division, focusing on the company’s expansion into English and Spanish inbound customer service, technical support and sales - handling calls, emails and web-chats originating in the United States. Golden Gate BPO has been working closely with LUE management on strategic planning, enhancing corporate governance and adjusting its operational best practices related to the launch of a dedicated services division.
Golden Gate BPO Managing Partner, Stephen Ferber, said,"The combination of Hermosillo being an excellent nearshore location with such a highly educated and motivated bi-lingual workforce, LUE’s experience handling an incredibly wide mix of complex call types, and its ability to manage unpredictable, spiky and seasonal volumes provides us with the perfect backbone to roll out our multi-channel dedicated services division. The sales culture that has been built at LUE over the last 8 years will also be a big competitive advantage for many of our clients and programs."
Posted by Veronica Silva Cusi, news correspondent
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About Golden Gate BPO Solutions:
Golden Gate BPO Solutions is an outsourced contact center, business process outsourcing and customer relationship management organization. We provide our outsourced services from our high quality delivery and multi-channel contact centers located in the United States, Asia, Latin America-Caribbean and Europe. As a global provider, we are able to serve our clients' needs across multiple languages and diverse cultures. Our clients and management experience span a broad set of industries. Built on the premise that we want to serve our clients’ business and operational needs while meeting their economic and strategic objectives in the highest quality manner, we also offer operational and strategic consulting as well as vendor management services.
ListenTrust (formerly Listen Up Español) is a bilingual contact center for Spanish and English agent services with a focus on strengthening the person-to-person connection to improve a customer’s experience with a brand. Headquartered in Portland, Maine and operating in Mexico and Belize, the company employs over 800 agents and provides businesses with contact center services to reach consumers in the United States, Mexico and other countries in Latin America. ListenTrust offers clients a broad range of services, including inbound and outbound sales, nonprofit donation calls, customer service and lead generation. Additionally, ListenTrust provides campaign planning, scripting and advertising production services in both Spanish and English. With a focus on measurement, training and a sales psychology, ListenTrust makes it a point to turn the person-to-person customer interaction into revenue.
Published: Monday, April 7, 2014