Outbound Call Center Featured Article

Global Telesourcing Named as Call Center of the Year by Comcast

By Jyothi Shanbhag
TMCnet Contributor

Comcast has recently awarded Call Center of the Year for 2010 to Global Telesourcing, a sales-focused, premium provider of native-English and Spanish language call center services.

Global Telesourcing (News - Alert) won the first place after competing with 15 other call centers including 12 domestic US facilities and one each in the Dominican Republic, Guatemala and Panama.  2010 was the first full year that Global Telesourcing was evaluated through the quality audit process.

“Our clients know that our outstanding sales performance is only matched by our commitment to delivering a world-class customer experience,” said Bill Colton, president of Global Telesourcing. “This award validates our commitment to outperforming domestic US call centers both quantitatively and qualitatively.”

Global Telesourcing is headquartered in Arlington, VA and all operations are based in Monterrey, Mexico. The company has reportedly helped dozens of major companies make the jump to offshore outsourcing (or “nearshoring”). 

Global Telesourcing helps Fortune 1000 clients that are often hesitant to use nearshore call centers by employing agents that have spent the formative years of their life in the US. More than 85 percent of Global Telesourcing's agents in Monterrey have actually lived in the US – providing a comfort with culture and language that often actually exceeds domestic facilities. That mixture leads to higher quality scores, higher customer satisfaction and more sales at a cost that is typically 20 percent to 30 percent lower than domestic centers.

According to company officials, they help their customers by employing all of the technologies that increase performance and reduce costs.  Their web-based capabilities enable them to integrate client databases and CRM packages, whether hosted in their facility or not.  



Jyothi Shanbhag is a contributing editor for TMCnet. To read more of Jyothi's articles, please visit her columnist page.

Edited by Jennifer Russell