PFSweb Expands Customer Service Capabilities with New Call Center in Asia
April 02 2007 - 4:05PM
Business Wire
PFSweb, Inc. (Nasdaq: PFSW) a global provider of integrated
business process outsourcing (BPO) and web commerce solutions,
today announced it is expanding its Customer Care Services
operations with a new 6,500 square foot customer call center in the
Philippines. The new facility, located in downtown Manila, will
initially house the customer service department for eCOST.com,
PFSweb�s wholly owned subsidiary. Additionally, certain support
functions for eCOST.com, including an expanded web development
team, will be relocated to the facility. On a case-by-case basis,
PFSweb will evaluate offering this location�s services to other
PFSweb service fee clients. Cindy Almond, PFSweb�s Vice President
of Client Services, will be overseeing the Manila operations, and
Mary Jennifer Nubla will be the facility�s on-site General Manager.
�The Philippines offers exciting new opportunities for us to
advance our growth strategy and expand our service capabilities,
while maintaining high levels of customer service at a reduced
cost,� said Ms. Almond. �Many clients view our international
presence as a key differentiator, enabling speed to market in
expansion strategies. We consider this new facility to be yet
another avenue to extend our market reach, reduce cost and deliver
the highest level of service to our clients and their customers.�
Mark Layton, Chairman and Chief Executive Officer of PFSweb,
stated, �In addition to expanding our customer service
infrastructure, the new Manila facility will also staff a team of
IT and web development professionals. This additional staff will
allow us to rapidly and cost effectively address a broad range of
development plans we have for our web commerce areas, both at
eCOST.com and for our Service Fee clients.� The Philippines has
become a popular place for companies worldwide to look for call
center workers. A trade group, the Contact Center Association of
the Philippines, estimated in 2006 that the country�s call-center
employment will rise from 179,000 people in 2006 to 506,500 people
in 2010. The group also estimates the industry�s revenues will rise
from $2.6 billion in 2006 to $7.3 billion in 2010. PFSweb call
centers provide complete customer lifecycle management through
interactive voice response technology and web-enabled customer
contact services that utilizes voice, e-mail, voice over internet
protocol (VOIP) and internet chat communications that are fully
integrated with real-time systems and historical data archives.
PFSweb currently operates multi-lingual call centers in Memphis,
TN, Plano, TX and Liege, Belgium dedicated to meeting the most
challenging customer support and technical requirements. In 2006,
PFSweb responded to over 3 million customer contacts in six
international languages on behalf of leading brands, tailoring
agent profiles and call management methodologies to unique client
brand requirements. About PFSweb, Inc. PFSweb develops and deploys
integrated business infrastructure solutions and fulfillment
services for Fortune 1000, Global 2000 and brand name companies,
including third party logistics, call center support and e-commerce
services. The company serves a multitude of industries and company
types, including such clients as LEGO, Riverbed, Fathead, CHiA�SSO,
FLAVIA� Beverage Systems, Hewlett-Packard, International Business
Machines, Hawker Beechcraft Corp., formerly Raytheon Aircraft
Company, Rene Furterer USA, Roots Canada Ltd., The Smithsonian
Institution and Xerox. Through its wholly owned eCOST.com
subsidiary, PFSweb also serves as a leading multi-category online
discount retailer of high-quality new, "close-out" and manufacturer
recertified brand-name technology and consumer electronics for
consumers and small to medium size business buyers. The eCOST.com
brand markets more than 100,000 different products from leading
manufacturers such as Apple, Canon, Citizen, Denon,
Hewlett-Packard, Nikon, Onkyo, Seiko, Sony, and Toshiba primarily
over the Internet and through direct marketing. To find out more
about PFSweb, Inc. (NASDAQ: PFSW), visit the company's websites at
http://www.pfsweb.com and http://www.ecost.com. The matters
discussed herein include forward-looking information under the
Private Securities Litigation Reform Act of 1995 which is subject
to and involves risks and uncertainties, which could cause actual
results to differ materially from the forward-looking information.
PFSweb's Annual Report on Form 10-K for the year ended December 31,
2006 and Form 10-Q for the quarter ended September 30, 2006
identify certain factors that could cause actual results to differ
materially from those projected in any forward looking statements
made and investors are advised to review the Annual and Quarterly
Reports and the Risk Factors described therein. These Risk Factors
include the risk of contract terminations. PFSweb undertakes no
obligation to update publicly any forward-looking statement for any
reason, even if new information becomes available or other events
occur in the future. There may be additional risks that we do not
currently view as material or that are not presently known.
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