MEXICO-BASED CA-THAN CALL CENTER SELECTS ETALK’S SOLUTIONS FOR CUSTOMER QUALITY ASSURANCE(email this article)

Expanding its presence in Latin America, e-talk Corporation (Company Profile, Past Stories, Case Studies), the global leader of Performance Impact™ solutions for contact centers, today announced that Ca-than Call Center, which recently opened in the Yucatan Peninsula, has implemented etalk Recorder®. The customer contact outsource center will leverage etalk Recorder to support on-demand recording of conversations and computer desktop activities while enhancing the quality of its customer service.
Ca-than Contact Center selected etalk Recorder because of its advanced IP capabilities. The implementation of etalk’s IP recording capabilities allows Ca-than to deliver a more cost-effective model to its clients — providing lower telecommunication, infrastructure, training, human resources and operation costs compared to U.S. contact centers — helping the company  gain a competitive edge in the market.

“Ca-than selected etalk Recorder because its award winning technology is focused on ensuring consistent quality service and satisfaction through customer interaction recording and performance evaluation,” said Samuel Czukerberg, business manager of Ca-than. “With etalk Recorder, we can ensure that our clients will always experience the same high level of quality performance from any one of Ca-than’s customer service representatives. Additionally, etalk’s 20 years of experience enables them to provide superior contact center solutions across every industry sector to companies worldwide. Since we work with a broad range of customers this was very important to us.”  

Ca-than opened its operations in June 2003, with 90 direct call center agents/employees. The company plans to more than double the amount of agents by December 2003 and have more than 1,200 employees by the end of 2004.

“etalk is pleased to be a part of Mexico’s rapidly maturing contact center market which has added jobs and encouraged foreign investment in the region,” said John Sweeton, etalk’s vice president of global channel sales.  

According to a survey conducted by the Instituto Mexicano de Telemarketing (IMT), in 2002 there were approximately 8,000 call centers and 140,000 representative workstations in Mexico in both the private and public sectors, plus another 30,000 at outsourcing companies. The Mexican call center industry employs roughly 210,000 people, of which 170,000 are contact representatives, and IMT predicts the call center market in Mexico will grow by 16 percent in 2003. “Our partnership with Ca-than demonstrates our ongoing effort to expand the reach of our solutions and maximize quality assurance in order to heighten customer loyalty, increase profits and reduce agent turnover in contact centers across the World,” continued Sweeton.


About Ca-than Call Center
Ca-than’s core competency is the management of people, processes, and technology to successfully serve clients’ customer contact requirements. The company plans, implements and manages contact center solutions that enables clients to enhance the value of their customer contacts, relationships, and information. The identification and selection of the right human resources, with the right compensation plan, effective training of new contact center employees, cost effective management of an efficient contact center operation and the provision of an enabling technology solution are all key deliverables to which Ca-than excels.  The ultimate goal of each contact solution is to improve the Lifetime Value of each customer relationship for clients by:

 Reinforcing their trust in the brand
 Compelling them to stay loyal
 Increasing their market penetration versus share
 Expanding market communications channels
 Increasing revenue AND profits

About etalk
e-talk Corporation, headquartered in Irving, Texas, is a global leader of Performance Impact™ solutions for enterprise contact centers. Since 1983, etalk solutions have been used to build valuable long-term customer relationships at more than 1,500 worldwide contact centers, including insurance, telecom, financial, technology and manufacturing companies. etalk’s suite of integrated solutions works across multiple contact channels including e-mail, Web, chat or telephone. etalk’s product family includes Qfiniti™, Recorder®, Advisor™, Expert™, Survey™, and JASS™, which are designed to improve both customer service and the CRM decision-making process. Using etalk’s advanced contact center technology, companies can achieve higher incremental sales, revenue per customer and overall profits, while increasing customer satisfaction and loyalty. Privately held etalk operates in more than 40 countries, utilizing a network of partners and distributors. For additional information about etalk’s Performance Impact tools, visit www.etalk.com or call 972-819-3100.