Business process outsourcing (BPO) provider iQor has expanded onshore with the launch of a large delivery center in Allentown, Pennsylvania.
The new center (with 30,000 square feet of floor space) replaces the company’s office in Bethlehem, about 15 minutes from Allentown.
This is the second major expansion for the St. Petersburg, Florida-based BPO firm after it emerged from Chapter 11 bankruptcy in November 2020.
The contact center in Bethlehem was relatively small and could not be expanded, stated the company in a press release.
A historic city in the Lehigh Valley, Allentown is home to 11 colleges and universities. Not only is the city accessible through major highways and an international airport, but it also offers a greater pool of talent, says iQor.
The Allentown office will provide back-office services, including customer care, tech support, cash applications and accounts receivable management.
“Work-in-office and work-at-home agents offer a full range of omnichannel customer support powered by the latest digital technologies, including intelligent automation, conversational AI and speech analytics,” claimed the company in a press release.
In August 2020, iQor filed for bankruptcy protection after its high debt tied its hands, forcing the company to downscale operations globally. The liquidity crisis pushed the company to reduce its workforce from 45,000 to 35,000 employees.
It has, however, entered into an expansion mode in the past few months. Earlier this year, iQor launched a mega delivery center in the Caribbean country of Trinidad, creating as many as 800 jobs.