Primus Telecommunications Canada, one of the largest communications carriers in Canada, with more than 1 million customers, has announced that it will provide increased customer care and create new jobs in the maple leaf nation.
The company has outsourced some of its customer service operations to India, but now plans to hire more than 200 local people in its Edmundston, New Brunswick-based call center, to handle customer service and technical support calls. The company’s Technical Support team has been transitioned back to Canada – a move that industries such as airlines are seeing more and more.
Officials at Primus say that DSL, Wireless and VoIP home phone service customers will be able to speak to local representatives if the call is placed from their home phone or if they enter the number listed on the account when prompted. As always, customers can access the help center on Primus’ website at www.primus.ca where they can update their account or can find answers to both technical and non-technical questions, said the company.
Rob Warden, VP Residential Marketing for Primus Canada, said that every company with customer service operations that are partly outsourced, has heard some complaints from customers, for a variety of reasons, with respect to dealing with customer service representatives located overseas.
He said: “Our customers have told us they prefer to deal with Canadian representatives and we’re responding to their feedback. While we hold all our representatives – wherever they are located – to a high standard, we have also come to believe that the best way to serve our customers is to locate as much of our customer service operation as possible in this country.”
Rob Warden concluded saying, they are delighted to be able to play a part in local job creation during these challenging economic times.
Primus Canada is a wholly-owned subsidiary of McLean, Virginia-based Primus Telecommunications (News - Alert) Group, Incorporated. It offers the widest selection of consumer and business telecommunications service available nationwide including Home Phone, Internet, Long Distance, VoIP and Wireless services.
Primus Canada’s national network consists of nationwide switches with international connectivity through its parent company’s global network, ATM and IP nodes, and colocation facilities at major cities across the country.
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Jyothi Shanbhag is a contributing editor for TMCnet. To read more of Jyothi's articles, please visit her columnist page.
Edited by Michael Dinan