ACS is building a strong near shore presence. The recent acquisition of e-Services in the Caribbean is just one more indicator that ACS sees Central America and the Caribbean as critical players in its call center, BPO and ITO service offerings. CRM Central checked in recently with Tom Blodgett, ACS executive vice president and Group President of ACS’ Business Process Solutions line of business. Below are excerpts of the interview:
Tom Blodgett's firm, ACS, acquired e-Services recently. He foresees ACS growing its presence in the Caribbean.
Why did you pursue the e-Services acquisition? We felt we had a void in our global production footprint. We need something nearshore – Where they spoke English as their native language. We have 5,000 people …
Don’t Stop at Just Handling Calls: The Bigger 'Asset Acquisition' Opportunity for Providers
April 8th, 2009We know times are tough. But being mindful of the fact that a “recession is a terrible thing to waste,” call center service providers might want to take a close look at what more they can do for their clients. How well does the client’s HR functions perform? Are they wary to make deeper investments in newer technologies liked unified communications because – well, let’s face it – it’s not their core competency?
ACS acquired 700 Motorola employees in 16 global locations as part of an asset acqusition deal
These are some of the central questions outsource providers should be asking as they consider extending the support functions they provided to clients. The ‘extension’ can come in the form of outright acquisition of assets such …
Client-Service Focus of ACS Won Over Casserly
March 27th, 2009Call center agents and managers at e-Services sites in Jamaica and St. Lucia can rest easy during the ACS ownership transition, says Patrick Casserly, the Jamaica entrepreneur credited for putting Jamaica’s customer service industry on the map. Casserly explains in a story in the Jamaican Observer that ACS’s commitment to client service contributed to his decision to sell the company – announced this week . No staff cuts are expected and, in fact,
Casserly (second from left) will become part of the new ACS management team
there is growing expectation that ACS will continue to expand its presence in the Caribbean based on factors which include close proximity to the United States, an increasing population of skilled workers, government incentives and a thriving interest …
Casserly's e-Services Group Becomes Part of Global Giant
March 25th, 2009Today Dallas-based Affiliated Computer Services announced the purchase of e-services Group International, for $85 million, including the assumption of liabilities. The news is seen as the first major indicator of a growing appetite among global players to leverage the emerging strengths of the local call center market. The significance of the acquisition is not lost on the 4,000 highly trained employees, based in Jamaica and St. Lucia. When rumors of the deal began to circulate weeks ago, some employees expressed fears about how the deal might impact them.
A primary focus for Patrick Casserly, CEO of e-Services Group International, has been to develop and invest in agents. “In the United Stages, the call center industry is built on churning staff. Churning staff means that they probably have 70-80 percent attrition every year. At e-Services I took a different approach. I said …
