Many times the closing of a call center site can bring about questions regarding the quality of care provided by agents at the location, or questions about the survivability of brick-and-mortar locations and even the topic of outsourcing.
While one Texas-based call center is reportedly closing its doors this Saturday, Andrew Kokes, a spokesman for Sitel, told KFDM News the closure is due to the 'changing business needs of a client and is in no way reflective of the quality of customer care.'
While its great news that customer care and quality care were delivered, the news of the closing on Highway 365 will put 253 workers out of a job, KFDM News reported.
On a brighter note however, KFDM News said The Port Arthur Economic Development Corporation is now working to bring another call center to the community.
'We've been working closely with the PAEDC to try to attract other work in the area so we don't have 250 people without jobs,' Mayor Deloris 'Bobbie' Prince told KFDM News.
Earlier this year, Starbucks announced it would be closing a 130 employee call center and its Seattle headquarters and choose Sitel to instead handle its customer feedback duties including handling customer calls regarding the high price of coffee, suggestions for improved service, and more.
With Sitel’s ability manage calls and track customer feedback, the switch hopes to increase customer satisfaction and, inevitably, turn over more frequent retail visitors.
Stefania Viscusi is an assignment editor for TMCnet, covering voice and Voice over IP technologies. She also oversees production of TMCnet's e-Newsletters in the areas of Internet telephony and speech technology. To read more of Stefania's articles, please visit her columnist page.
Edited by Stefania Viscusi