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

    Golden Gate BPO Solutions Partners with NETCAST BPO Services

    When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
    05/21/2015

    AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

    In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
    05/21/2015

    Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

    When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
    05/12/2015

    Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

    The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
    05/12/2015

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