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News : iQor Memphis Marks Addition of Call Center in One-stop-shop for Internet-enabled Devices
Memphis, TN, USA, June, 2018 -- A global provider of repairs, tech support and product testing for internet-enabled technology devices marked an expansion of its southeast Memphis facility.
iQor (pronounced eye-core) bills the 570,000-square-foot facility at 4600 Pleasant Hill as its first U.S. integrated hub for customer and technical support services.
It employs about 1,000 of iQor’s 45,000 global employees, after recently adding about 100 people in a customer support call center.
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iQor Memphis’ employees are engaged in troubleshooting, repair and customer support for devices ranging from WiFi routers and modems to wireless speakers to televisions.
"Today in Memphis, we’re celebrating the opening of our first fully integrated call center into one of our depot repair facilities," said Martin Lehtio, senior vice president and general manager, telecommunications carriers.
"It really is the final piece in a puzzle so we can connect the complete customer journey through the ecosystem of purchasing, using, technical support, etc., so that we can help customers resolve issues quickly on the telephone, or prevent them from having to be home to handle technical servicing on site," Lehtio said.
In addition to the call center, employing up to 120, the facility includes a recently completed customer experience lab.
David Travis, director of innovation, demonstrated how a robot named Baxter helps with repetitive tasks at iQor and guided visitors through a lab where employees research how different digital devices made by different manufacturers interact with each other.
iQor hosted a Greater Memphis Chamber ribbon-cutting ceremony. The company employs people from 27 countries.
iQor's roots are as a provider of business process outsourcing and debt collection. It branched out into warranty repair for consumer electronics in 2014 with the purchase of Jabil Circuit's aftermarket services division.
Posted by Veronica Silva Cusi, news correspondent
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iQor is a global provider of business process outsourcing and product support services with 32,000 employees in 17 countries. We partner with many of the world’s best-known brands to deliver aftermarket product and customer support solutions that span the consumer value chain, from customer care and receivables management to product diagnostics and repair services. Our award-winning technology, logistics and analytics platforms enable us to measure, monitor and analyze brand interactions, improve business processes and find operational efficiencies that lead to superior outcomes for our partners across the customer and product lifecycles.
Published: Monday, June 25, 2018
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