LUCIO TAN-LED PHILIPPINE AIRLINES is hiring a unit of Philippine Long Distance Telephone Co. (PLDT) to take over the flag carrier’s call-center operations.

In its first concrete step to outsource parts of its non-core operations to third party service providers, PAL said it had tapped ePLDT Ventus, a business process outsourcing (BPO) unit of the country’s dominant phone firm, to handle all its contact center service requirements.

This is part of the company’s plans to save as much as P1.5 billion a year by streamlining operations in order to attract new investors that can bail PAL out of its current financial woes.

Read more here...

 

ILOILO CITY—AN INDIAN business process outsourcing (BPO) firm will open a call center in this city by the middle of the year and is expected to hire about 1,500 employees.

Iloilo City Mayor Jerry Treñas said the Hinduja Global Solutions was looking for office space for the call center.

“They are committed and they want to start operations by the second half of the year,” Treñas told the Inquirer in a telephone interview recently.

Hinduja Global Solutions has 23 delivery centers in countries such as India, United States, Canada, Mauritius and the Philippines with about 14,500 employees.

Read more here...

 

BOSTON, MA — February 24, 2010 –  Stream Global Services, Inc., (NYSE/AMEX: SGS), a premium business process outsource (BPO) service provider specializing in customer relationship management for Fortune 1000 companies, today announced that it has been named a recipient of a 2009 MVP Quality Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions® magazine.  Customer Interaction Solutions has been the leading publication in CRM, call centers and teleservices since 1982™.

According to the magazine, it presents its MVP Quality awards annually to companies that have exemplified the highest commitment to quality, excellence and customer service.  This year, a select group of contact center industry standouts have been bestowed with gold, silver and bronze MVP Quality Awards in various categories.  Stream was recognized for its quality excellence in the category of “B-to-C Integrated Inbound/Outbound” customer service.

“We are extremely honored to have Stream’s exceptional quality practices recognized by such a highly regarded industry publication as Customer Interaction Solutions,” said Scott Murray, Stream’s Chairman and CEO.  “Quality is an integral component of every service and support program that Stream implements for its clients, and obtaining this award reinforces our commitment to providing value for our clients at all times, and is also a testament to the talent and dedication of our 30,000 employees who live this commitment every day.”

“Our editors at Customer Interaction Solutions are proud to grant a Silver MVP Quality Award to Stream Global Services for their excellence in taking and improving quality measures.  They have demonstrated their ability to create a sense of community within their company, while providing the best service to their clients,” said Rich Tehrani, CEO, TMC.  “Stream has demonstrated a commitment to high ethical standards, stringent policies and challenging goals.”

The 17th Annual MVP Quality Award winners will be published in the February 2010 issue of Customer Interaction Solutions magazine, www.cismag.com.



About Stream Global Services, Inc.
Stream Global Services is a premium business process outsource (BPO) service provider specializing in customer relationship management including sales, customer care and technical support for Fortune 1000 companies.  Stream is a trusted partner to some of the world’s leading technology, computing, telecommunications, retail, entertainment/media, and financial services companies.  Our service programs are delivered through a set of standardized best practices and sophisticated technologies by a highly skilled workforce of approximately 30,000 employees based out of 50 locations in 22 countries supporting 34 languages.  Stream continues to expand its global presence and service offerings to increase revenue, improve operational efficiencies and drive brand loyalty for its clients. To learn more about the company and its complete service offering, please visit www.stream.com.

About Customer Interaction Solutions
Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry.  Please visit www.cismag.com. 

About TMC
Technology Marketing Corporation (TMC) is a global integrated media company helping our clients build communities in print, in person and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and NGN magazines. TMCnet, TMC's Web site, is the leading source of news and articles for the communications and technology industries. TMCnet is read by two million unique visitors each month on average worldwide, according to Webtrends. TMCnet has ranked within the top 3,500 in Quantcast's Top U.S. sites, placing TMCnet in the nation’s top .03% most visited Web sites. In addition, TMC produces INTERNET TELEPHONY Conference & EXPO (ITEXPO); 4GWE Conference and M2M Evolution (in conjunction with Crossfire Media); Digium|Asterisk World (in conjunction with Digium); and Smart Grid Summit (in conjunction with Intelligent Communication Partners). For more information about TMC, visit http://tmcnet.com/.  TMC also serves technology professionals with industry-specific Web sites: IT.TMCnet.com, 4G-wirelessevolution.TMCnet.com, M2M Evolution.com, Smart-Grid.TMCnet.com, Smart Products Ecosystem, Robotics.TMCnet.com, Cable.TMCnet.com, Satellite.TMCnet.com, Green.TMCnet.com, Healthcare.TMCnet.com, and Education.TMCnet.com.
For more information about TMC, visit www.tmcnet.com.

Contact Information:

Sally Comollo
Stream Global Services
Director of Marketing Communications
sally.comollo@stream.com
781-304-1847

Jan Pierret
TMC
Marketing Manager
203-852-6800, ext. 228
jpierret@tmcnet.com

Advanced Contact Solutions, Inc (ACS) today announces that its quality management system notched the  internationally-recognized quality management systems (QMS) certification administered by the International Organization for Standardization.  ACS notched the recertification covering all of its sites and all of its activities in the scope of providing business process outsourcing (BPO) for Inbound and Outbound Contact Center services, using the updated ISO9001:2008 version of the standard.

ACS met the rigorous demands of recertification on the first attempt from AJA Registrars, Inc., a UKAS, JAS-ANZ and PAB accredited third-party ISO Certification Body.  The rigorous recertification audit was completed in 2 stages.  During Stage 1 Audit done in December 11, 2009,  a comprehensive review of required documentation was completed to confirm it the quality management system of ACS conforms to the more stringent requirements of the ISO standard.   During Stage 2 Audit done in January 20-21, 2010, the team of AJA Auditors carefully surveyed and checked the business processes, interviewed and assessed personnel competencies, and  reviewed all records and evidences of implementation. After the 2-stage audit, wherein all the departments of the organization were checked, AJA Registrars Inc. declared that the overall quality management system passed the recertification.

Quality management processes are crucial to the success of any business, and can be considered critical in the BPO industry. "We're delighted to retain our ISO 9001 standing," said Braden Wheeler, Vice-President for Training and Quality Assurance. "It is remarkable for a services provider to earn this continued distinction. In an extremely competitive BPO environment, it is a business necessity and an advantage to hold a well-known certification that assures our clients that we have taken the extra mile in showing our commitment to delivering best-in-class Contact Center services."

ACS has been ISO9001 certified since 2006.   The recertification this year marks the success of the endeavor of the QMS Core Team, composed of the Quality Management Representative (QMR), the Document Controller, the ISO Working Committee, and the Internal Quality Audit Team. The QMS Core Team significantly devoted a considerable amount of time and resources to ensure effectiveness of the continued implementation of the QMS.

Victor M. Endaya, President and CEO adds, "With this ISO9001:2008 recertification, ACS is reaffirming its commitment to deliver excellence in the way we do business and the way we continually strive to satisfy and even surpass our Clients' requirements and expectations.    More than this, I want to highlight that this recertication manifests the great teamwork and dedication of our people to ensure the continued success of our organization."

ACS is a pioneer and leader in Philippine contact centers. With 5 sites and 5500 seats, ACS provides delightful service to top tiered US, Canadian, Australian and UK based clients.