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

    Interactive Intelligence Q1 2015 Financial Results; Cloudier Skies is a Good Thing

    As has been the case for the last several quarters, customer interaction solutions provider Indianapolis-based Interactive Intelligence Group continues to see the cloud as the silver lining for its continued growth. It is a belief amplified in the financial results it reported for Q1 2015. [ Read More ]
    05/05/2015

    China's Contact Center as a Service Market Jumps 10 Percent in Six Months

    Anytime the Chinese market is considered in a particular industry the numbers blow everyone else out of the water, and with close to 1.5 billion people, that is to be expected. And while the country is still developing, it is rapidly catching up to first world markets by implementing the latest information and communications technologies (ICT) solutions. The new report from IDC about the Chinese contact center as a service (CCaaS) market highlights this fact. According to its latest survey, whic… [ Read More ]
    05/05/2015

    Thomas Cook Moves Workforce Management to the Cloud with NICE WFM Solution

    Leisure travel group operator Thomas Cook has completed a significant migration to the cloud. The company has moved its on-premise NICE Workforce Management (WFM) solution to the cloud in the hopes of becoming more competitive and responsive to customers while also reducing ownership costs. [ Read More ]
    04/27/2015

    Interactive Intelligence Launches PureCloud Services in Australia and New Zealand

    The rolling thunder of Interactive Intelligence enhancement and globalization of its PureCloud Amazon Web Services (AWS)-based, multitenant enterprise-grade collaboration, communications and customer engagement software and cloud services solutions continues to pick up speed. [ Read More ]
    04/27/2015

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