Contact Centre Featured Article

May 03, 2013

Liverpool Bosch Contact Center Hopes for Threefold Expansion by Year End


The Bosch Communication Center, a Liverpool contact center facility by German group Bosch, has recently gone 24X7. The 175 agents-strong facility expects to experience three-fold expansion as a result of the extended service hour.

The Liverpool facility initially started its operation at Old Hall Street’s Cotton Exchange.  Since last June, the center has housed bigger offices at The Plaza. In three years time, the company’s headcount rose from a meager 60 to an impressive 175. And by the end of the year, the company aims to complete 25 more hires.

“We have just over 200 workstations and this Tuesday we went 24/7, so we can potentially get three people on each desk,” John Milburn, general manager, revealed in a statement.

A multilingual workforce is the USP of the Bosch Communication Center. All the staff in the center are local residents of Liverpool and speak 18 different languages, including French, Spanish, Norwegian and Slovakian to name a few. The versatility of the staff is what has distinguished the center from its competition.

Currently the company occupies two thirds of the building’s floor space. The company plans to take more space in the same building to support the expansion.

In addition to its Liverpool center, the Bosch Communication Center network includes many other facilities at 25 sites around the globe. These centers provide contact center services to its parent company as well as other global organizations including German airline Lufthansa, Burger King and Warrington-based American Golf.

The Liverpool center is particularly favored by the travel industry, working with the likes of Lufthansa, Thomas Cook and business travel agency Egencia.

Milburn is hopeful that more international clients will join the roster. The company will also expand work with its existing range of clients. With its parent company Bosch being engaged in manufacturing auto components and working with the likes of Mercedes Benz and BMW, the Liverpool contact center is keen on expanding its clientele in the automobile sector.

 “We have had a great year so far and the plan is to continue to grow Liverpool,” Milburn noted.

Early this year, Bosch showcased technology 2013 international CES (News - Alert). The company showcased product innovations in Bosch's four business sectors - Automotive Technology, Industrial Technology, Consumer Goods and Energy and Building Technology - all of which are "invented for life," according to the company.




Edited by Alisen Downey


Related Contact Center Solutions Articles

    Plantronics' DA80 Makes Customer Service Centers Smarter

    The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
    02/25/2015

    Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

    We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
    02/25/2015

    Interactive Intelligence Highlights Five Customer Interaction Trends to Watch in 2015

    A few weeks ago collaboration, communications and customer engagement solutions provider Interactive Intelligence hosted a jam-packed webinar called What's New for Contact Centers in 2015 and Why it Matters. If you missed this event, you can still watch and listen to the archived version, and it is highly recommended to say the least. [ Read More ]
    02/19/2015

    Teleperformance Wins Frost & Sullivan Award for Product Leadership in Chile

    Work with BBVA cited as Teleperformance Wins Frost & Sullivan Product Leadership in Chile award. [ Read More ]
    02/18/2015

FOLLOW US

Contact Center Solutions Glossary of Terms

Featured eBook

    All Things Customer Interaction Solutions eBOOK
    It has been said that customer interaction centers are the front door to any organization's value chain. This is an accurate description of the transformations taking place in contact centers as a result of enhancements in multichannel communications, speech analytics, IVR capabilities, integrations with unified communications capabilities (UC) and other collaboration tools and applications, and the move to the cloud...

Featured Whitepaper

    Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier-free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

    Contact Center Solutions Featured Success Story
    Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

    Contact Center Solutions Interaction Analyzer™
    Interaction Analyzer™
    Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.

Featured Resources

Ask the Expert