Prior to setting up contact center operations in the US or abroad, we conduct a thorough analysis of the marketplace.
Selecting Our Locations
We evaluate each location based on key selection criteria including high availability of skilled talent, low overall cost structure and efficient real estate options in contact center-friendly communities. In each of the markets APAC operates, we focus on identifying opportunities to make investments in the local community.
Our 16 global call center locations and atHome™ Services option enable us to meet the needs of our diverse client base. Every APAC customer service representative is trained to deliver high-quality service with an intense focus on first-call resolution. This focus, combined with our worldwide delivery platform, equips us to provide superior service to our clients, while lowering their overall cost structure. We offer the following delivery solutions:
Domestic
Headquartered in Illinois, we offer customer care outsourcing solutions with BPO services from our 10 US-based interaction centers and our atHome option. APAC’s language support selections from our US-based operations include English and Spanish.
- Arizona: Tucson (2 locations)
- Florida: Tampa
- Iowa: Cedar Rapids, Davenport
- New York: Utica
- Texas: Corpus Christi
- Virginia: Newport News
- Wisconsin: Green Bay, La Crosse
Offshore
We select each offshore location to ensure seamless service delivery to our clients’ customers through our high-quality associates. Adhering to a strict implementation strategy enables us to consistently provide exceptional contact center outsourcing solutions and BPO services from each of our offshore locations.
Dominican Republic: San Isidro
- Located close to the United States, our Dominican Republic contact center location provides an excellent nearshore outsourcing option for superior service delivery. From our site in metro Santo Domingo, we support high-volume requests for both English and Spanish-speaking contact center representatives. APAC selected the Dominican Republic due to the country’s attractive cost structure, availability of fluent bilingual English-Spanish speakers and its affinity for American culture — enabling us to quickly assimilate contact center talent.
Philippines: Manila (3 offices), Leyte
- Our Philippine locations offer highly-skilled, fluent English contact center associates who deliver an outstanding customer experience. Each of these locations supports high-volume requests for English-speaking customer interactions. APAC selected the Philippines for its ability to provide world-class English support and an abundance of very dedicated, hard-working talent — all at an attractive cost structure.
Uruguay: Montevideo
- Situated in a time zone that aligns with the US and Europe, our Uruguay operations can adequately addresses our clients’ need for international service delivery from a single location. Montevideo offers a skilled, professional talent base to interact with our clients’ customers in English, Spanish, Portuguese, French, German and Italian. APAC selected Uruguay due to this access to multi-lingual talent, client-friendly location and competitive cost structure.
Self-Service
Providing superior service to your customers remains our top priority. We incorporate our automated self-service solutions to enhance the customer experience and improve your bottom line. These solutions include IVR, web-based applications, auto-answer knowledge tools and more.
We leverage our extensive expertise in technology to identify where, when, how and what cost-effective, self-service solution would work best. Our customized self-service solutions cater to your customers, improve your customer loyalty and enable you to analyze customer’s behavioral preferences.
atHome
Utilizing top-quality customer service representatives, proven processes and innovative technology, our atHome Services option enables us to deliver unparalleled results for our clients from a remote location.
At APAC, we understand the importance of delivering quality service with each interaction. It is for this reason that we only employ the best of the best. With our atHome Services, our associates are not limited to a specific geographical location in the United States. They are also adept at working with a centralized platform, resource center and reporting structure.
Our atHome Services enables us to provide an on-call, split shift and flexible virtual workforce designed to:
- Serve as an extension of your business
- Increase call handling efficiency
- Deliver greater customer satisfaction
- Create results and loyalty for our clients
- Source and retain the highest-quality experts in your industry
- Provide a consistent and reliable customer experience
Dedicated to your program, our representatives have been trained and certified in your specific requirements. We invest in their development so that your customers interact with us, they will connect with our knowledgeable and friendly service-oriented experts.
Getting Started
Looking to leverage APAC expertise in providing customer care outsourcing solutions and BPO services to improve your bottom line? Contact us today at 1.800.OUTSOURCE (800.688.7687) to discover the APAC difference.