eTelecare expands agreement with Nicaraguan partner

MANILA, Philippines - Publicly listed eTelecare Global Solutions, a leading provider of complex business process outsourcing (BPO) solutions, has expanded an agreement with a leading telecommunications provider whereby it will provide an additional queue to this longstanding client’s inbound sales program.

The additional services, which are designed to help the client’s US customers add new communications lines or upgrade to newer or higher-tier phones, will be delivered from a new contact center located outside Managua, Nicaragua operated by eTelecare Nicaragua, a joint venture between eTelecare and Almori BPO Services Inc.

“After visiting our facilities in Nicaragua, where we have access to a high-quality multilingual labor pool, this industry leader expressed confidence in eTelecare’s ability to deliver high performance and significant value,” according to John Harris, president and CEO of eTelecare.

Harris noted that this marks the first time that eTelecare will be delivering English-language services from a region other than the US or the Philippines.

Due to the time zone and geographic proximity to the US, its high-growth economy, strong US and Canadian cultural affinity, robust telecommunications infrastructure, and large pool of skilled multi-lingual workers, Nicaragua offers an ideal location from which to meet the growing demand for Spanish and English contact center services.

Founded in 1999, eTelecare focuses on the complex, voice and non-voice based segment of customer-care services. It provides a range of services, including technical support, customer service, sales, customer retention, chat and e-mail from both onshore and offshore locations.

Services are provided from delivery centers in the Philippines, North America and Latin America.