Alpine Access, a provider of virtual contact center solutions and services, has expanded multi-million dollar contract with Fortune 50 technology company.
The expanded contract is expected to be worth nearly $30 million over the next two years.
Officials with Alpine Access said that the company’s relationship with this technology client began in the second quarter of 2010, when the company recruited and hired more than 200 at-home professionals with the unique combination of video gaming expertise and proven customer service skills.
Company officials said that due to the success of the initial launch, the client is now more than doubling the size of the program, while also expanding service to their online gaming and digital media platform.
"Advanced technical support represents one of our fastest growing areas," said Christopher Carrington, CEO, Alpine Access, in a statement.
Carrington said that this contract expansion is further proof that the company’s distributed; at-home workforce is optimally suited for handling the complex calls and technical issues common in the consumer electronics market.
Company officials said that Alpine Access' virtual business model provides clients with access to a national talent pool, allowing it to create highly skilled teams of agents with specific, hard-to-find qualifications.
This employee-match capability delivers positive financial benefits to clients, including higher first call resolution, improved customer satisfaction and stronger customer retention.
According to company officials, the multimedia and gaming platform is the latest addition to Alpine Access' growing list of clients in the technology, communications and media industries.
In addition to this program, the company also provides support services to one of the three largest wireless carriers, one of the largest ISPs and two Fortune 20 technology and IT solutions providers.