Narayan AmmachchiUnited States’ floral and gift retailer 1-800-Flowers.com, Inc has outsourced its customer care service to Sutherland Global Services (SGS). Financial details of the deal have not been disclosed.
The Carle Place-based retailer – believed to be the first in the United States to use 24/7 toll-free telephone and internet for direct sales to consumers – will soon transfer more than 200 of its home-based customer service agents to Sutherland Global by November.
“They will be transferred with comparable pay rates with their current tenure and comparable health and other benefits,” said Flowers.com spokeswoman Yanique Woodall, as reported by Newsday.
“All of the home agents will be offered positions with Sutherland Global Services,” Woodall added.
Rochester, NY-headquartered Sutherland Global, which is reported to have poached several top executives from Capgemini, has been expanding rapidly in Latin America of late.
One of the top F&A service providers in the nearshore region, it has delivery centers in Mexico, Jamaica and Colombia.
The privately held company is estimated to have revenues approaching US$750 million, the result of impressive growth since the downturn in 2008.
SGS employs about 30,000 people in over 40 centers worldwide, with 40% of its revenue coming from Fortune 50 companies. In Colombia alone, the company has hired about 1,500 employees.
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