eTelecare Secures Agreement with New Client

eTelecare Global 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.

Tuesday, February 24, 2009

The additional services — designed to help the client’s U.S. 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.

eTelecare's business philosophy, investing to outperform, creates real, sustainable value for clients by investing in people, processes, and technology -- leading to breakthrough results. By taking a consultative approach to identifying and meeting the needs of this client's customers, eTelecare has used its U.S. and Philippine delivery centers for more than four years to consistently deliver high customer satisfaction and high average revenue per user (ARPU). These same global best practices will be utilized in Nicaragua.

“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,” said 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 U.S. or the Philippines.

Due to the time zone and geographic proximity to the U.S., its high-growth economy, strong U.S. 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.

More on this topic

Stream Starts Operating in Nicaragua

February 2010

Stream Global Services, a Call Center company, began operating after merging with eTelecare.

$2.7 million were invested in the company’s new offices at Ofiplaza building, which employ 600 workers.

“Stream is currently analyzing to hire additional staff in various countries of the region. They could make an announcement in the next three months”, reported

Nicaragua: $4.2 million investment for Contact Center

September 2008

Almori BPO Services, which has been operating in the country for more than five years, will expand its operations and expect to generate between 1,500 and 2,000 new jobs.

The company announced an alliance with e-Telecare Global Solutions.
e-Telecare Global Solutions is the strongest company in the contact center industry in the world, having more than 16 thousand positions in Asia and 2000 in the US, and will create some 500 additional positions over a three-year period at an investment of $8.15.

$25.5 million in investment for Nicaragua free zones

August 2008

A total of 10 companies with Mexican, American and Central American capital will start operations in the free zones.

Mexican manufacturing companies C&C Apparel, C&C Industries and C&C Las Mercedes were authorized to operate under the free zone system. Said companies will take over the operations of Nien Hsing, which is in the process of closing operations in Nicaragua, reports said.

eTelecare to open service center in Nicaragua, will employ 500

August 2008

The company, which is dedicated to Business process outsourcing (BPO), has plans to start operating at the end of 2008, and to hire 500 people.

The service center, which will provide customer care, sales and technical support in both Spanish and English, will be installed in Managua and should open during the fourth quarter of 2008.

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