Call Center Services Featured Article
Metro One Completes Second Expansion of Contact Center, Adds Two Business Leaders
September 17, 2008
Metro One Telecommunications (News - Alert) has announced the completion of its second expansion of a contact center within its company headquarters. The company has also added two long-time contact center business leaders as a result of growth in its revitalized business model.
A Beaverton-based telecommunications services company, Metro One has expanded the contact center at its headquarters from 40 seats to 260 seats. This center manages inbound and outbound sales, customer service and technical support contacts on an outsource basis for a variety of businesses and municipalities.
Beyond this physical expansion, the company’s staff has also grown to nearly 150, compared to the 85 it had in March when it announced its reorganization plans. This employment growth has been in primarily hourly staff that supports the company’s contact services clientele.
"We are seeing positive early signs of revenue growth after dramatically changing our business model earlier this year," said James Hensel, Metro One CEO. "As a result, we have reconfigured our headquarters facility to accommodate more contact center staff."
The two new long-time contact center professionals hired by Metro One include Cindy King and Ed Beber. Candy King has 25 years of experience in contact center sales and national accounts management.
King’s experience includes 12 years with West Telemarketing Corporation where she managed national accounts across multiple industries. She has also established offshore operations in locations such as the Philippines, India, China and elsewhere.
Bringing more than 20 years of experience in business process outsourcing and contact centers, Ed Beber was previously vice president of business development for SourceOne. Beber has held sales, marketing and business development roles with West Corporation, Artios, Berkshire Hathaway, SITEL Corporation and First Data Corporation.
Metro One is an information services provider that focuses on offering inbound and outbound contact services, data and analytics, and related services. The company has processed more than 300 million data transactions in the past two years.
This latest expansion of its contact center operations for Metro One is further demonstrating the viability and benefits of keeping contact center operations on U.S. soil. The company is also responding to strong growth and successful strategies within its key areas of focus. As long as Metro One remains on this path, it is likely that growth will continue and expansions will be a regular thing for this progressive company.
INTERNET TELEPHONY Conference & EXPO — the biggest and most comprehensive IP communications event of the year — is going on this week (September 16-18, 2008) in Los Angeles, California! The show features three valuable days of exhibits, conferences, and networking opportunities you can’t afford to miss. Be sure to check out TMCnet.com and blogs from Rich Tehrani, Greg Galitzine, and Tom Keating for news highlights from the show. See you there!Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Michelle Robart
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