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News : Sydney Call Centre Nabs Federal Loan

#contactcenterworld, @thesydneycentre

Sydney, NS, Canada, June 10, 2019 -- A reopened Sydney call centre has received a loan from the Atlantic Canada Opportunities Agency to expand its operations.

The funding is being made available to The Sydney Call Centre Inc. through ACOA’s business scale-up and productivity program.

MCI CEO Anthony Marlowe, who owns the call centre, said in a brief email Friday the money would go toward "asset/equipment acquisition, physical and information security compliance, capacity expansion, and technology" for the call centre. T

He indicated the call centre — the only Canadian site among the Iowa-based company’s operations — would add at least 100 inbound positions to support "MCI retail and roadside clients in Sydney."

Although Marlowe was asked follow-up questions, he had yet to respond back to the Cape Breton Post.

The Sydney Call Centre Inc. vice-president Todd Riley said the company’s newest client will be touring the call centre in Sydney this week.

"They want to get a look at the facility, they want to get comfortable with the culture," he said, noting this client would likely start with 100 representatives and expand from there.

"It’s a new client for The Sydney Call Centre but it’s an existing client (for MCI)."

"We’ll have anywhere between 200 and 250 inbound (employees on the three new accounts) … by August or September of this year."

He said there is enough room to accommodate an additional 125 work stations that would be used by employees over a two-shift workday.

When the call centre resumed operations on Jan. 2 following a month-long closure due to the bankruptcy of the former owner, ServiCom Canada Ltd., it retained the four main accounts ServiCom held — GM OnStar, Sirius XM satellite radio, AT&T, and Allstate Insurance.

About 90 per cent of ServiCom's 530-person workforce returned to the call centre upon transfer of ownership to MCI.

MCI is a holding company for the call centre and digital technology businesses Marlowe operates, including Mass Markets, Gravis Apps, OnBrand24 and The Sydney Call Centre Inc.

In February, MCI received a three-year payroll rebate from Nova Scotia Business Inc. 

NSBI will pay out the maximum amount if the Sydney Call Centre Inc. creates 750 full-time equivalent positions by the end of 2021, and that number includes the nearly 500 employees who resumed working at the call centre in January.

#contactcenterworld, @thesydneycentre

Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Assessing The Proposal

Read today's tip or listen to it on podcast.

Published: Wednesday, June 12, 2019

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2020 Buyers Guide Business Continuity


CallGuard Remote
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This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
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OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

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VADS Business Continuity Plan
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