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


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