Contact Center Solutions Featured Article

eTelecare Global Solutions, a provider of complex business process outsourcing (BPO) solutions, has acquired The Phone House Limited, a BPO services subsidiary of Talk Talk Group Limited, the telecommunications division of The Carphone Warehouse Group.

 

Talk Talk Group was formed in 2008 as the telecoms group of The Carphone Warehouse Group PLC, which consists of AOL Broadband, TalkTalk and Opal and is a division of The Carphone Warehouse Group.

 

The acquisition helps eTelecare to further expand its global delivery network, by adding approximately 400 employees in Cape Town, South Africa. With the purchase of The Phone House, eTelecare has also entered into a three year pact to provide BPO services to Talk Talk Group customers in the United Kingdom.

 

"A key component of our corporate strategy is to address the large U.K. contact center market," said John Harris, president and chief executive officer of eTelecare, in a statement.

 

Harris said that his company is pleased to have this opportunity to acquire The Phone House center because it provides an offshore delivery platform to serve the UK market and establish an important new business relationship with the Talk Talk Group.

 

"We fully intend to continue to invest to build our business in the United Kingdom and expand our presence in South Africa," Harris said.

 

eTelecare Global Solutions is a provider of business process outsourcing (BPO) focusing on the complex, voice and non-voice based segment of customer-care services.

 

It provides a range of services, including technical support, customer service, sales, customer retention, chat and email from both onshore and offshore locations. 

Recently the company announced signing a services agreement with a rapidly growing wireless high-speed Internet access provider. 

 

As part of the pact, eTelecare will offer technical support, customer care, and retention services in both Spanish and English to the client’s residential and small business customers.