Business process outsourcing (BPO) firm eTelecare Global Solutions Inc. said Monday it has provided additional services to one of its American clients.
In a disclosure to the Philippine Stock Exchange, the company said it is expanding its agreement with Texas-based Almori BPO Services Inc. to help the latter's US customers add new communication lines or upgrade to newer or higher-tier phones.
"The additional services will be delivered from a new contact center located outside Managua, Nicaragua operated by eTelecare Nicaragua, a joint venture between eTelecare and Almori BPO Services Inc.," eTelecare said.
By taking a consultative approach to identifying and meeting the needs of the client's customers, eTelecare said it has used its delivery centers in the country and in the US to consistently deliver high customer satisfaction and high average revenue per user. The same practices, eTelecare said, will also be utilized in Nicaragua.
eTelecare President and CEO John Harris said Nicaragua is the only country other than the US and the Philippines where the BPO company will be delivering English-language services.
“After visiting our facilities in Nicaragua, where we have access to a high-quality multilingual labor pool, this industry leader expressed confidence in eTelecare's ability to deliver high performance and significant value,” Harris said.
eTelecare considers the country an ideal location to meet the growing demand for Spanish and English contact center services due to its timezone and geographic proximity to the US, its high-growth economy, strong US and Canadian cultural affinity, robust telecommunications infrastructure, and large pool of skilled multilingual workers.