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Alpine Access Reports 2011 Revenues of More than $100M

March 22, 2012

Virtual contact center provider Alpine Access has given TMC an early look at its 2011 financial results to be announced officially next week. The company’s results for the full year 2011 indicate revenue growth of 54 percent over the prior year, and 2011 revenues of more than $100 million.

Alpine Access has seen 19 consecutive quarters of year-over-year revenue growth. To help continue that trend in 201,1 the company garnered 10 new enterprise clients to generate $50 million in new contracts. It expanded internationally and hired more than 600 employees. And it expanded its portfolio with new Web chat and back-office support functionality.

“I am extremely proud of our team’s accomplishments in 2011,” says Christopher M. Carrington, president and CEO of Alpine Access. “We came into the year after a great 2010 that would have been tough to match, but by all measurements our 5,000 employees knocked the cover off the ball once again. Doubling a company in the span of two years is no small feat, yet we remain focused daily on delivering the value and quality that our clients and partners have come to trust and expect from us.”

As discussed in the November issue of TMC’s Customer Interactions Solutions magazine, Alpine Access uses home-based agents exclusively.

IDC’s Melissa Stevenson, research analyst for worldwide contact center services added, “The home-based agent delivery model for customer care is rapidly growing as a preferred method of delivery for companies in the United States and Canada. Alpine Access is one of the leading pure-play providers of home-based agent services and looks likely to continue strong growth.”

Cynthia Phillips, vice president of marketing, says the education and quality of the Alpine Access call center reps is much higher than reps at competitors’ brick-and-mortar call centers because it can recruit from a much broader base of job candidates. She adds that Alpine Access also has older reps (which typically means more work experience) than is the norm in the industry and low employee turnover. Some of company’s employees have been on the job for eight or 10 years. Many of these folks also have industry-specific expertise that Alpine Access matches up with the special requirements of its clients.

Edited by Jamie Epstein