CDS Global Grows Customer Service Center Business, Ramps Up Hiring in Des … – MarketWatch (press release)

DES MOINES, IA and BOONE, IA, Apr 18, 2013 (Marketwired via COMTEX) —
CDS Global, a leader in end-to-end business process outsourcing,
announced today that it is hiring customer care representatives in
Des Moines and Boone, Iowa, to support new business at the company’s
facilities in both cities.

Approximately 135 incremental customer care representatives will be
hired in total, with 50 positions in Des Moines and 85 positions in
Boone slated to be available. The company will fill the positions
from both external candidates and existing employees.

Customer care representatives for CDS Global support the company’s
clients by handling inbound phone calls, emails and live chats, as
well as level-1 technical support for accessing digital content on
tablet devices such as the iPad, a growing need for the company’s
clients in the media industry.

“CDS Global is proud to offer unmatched service to our clients that
allows them to build trusting relationships with their consumers,”
said Nancy Gessmann, senior vice president of global operations at
CDS Global. “We currently manage 11 million consumer touchpoints on
behalf of our clients annually and are optimizing our customer care
workforce for the future to handle contemporary service and support
requirements. The new representatives hired in Des Moines and Boone
will be on the cutting-edge of customer service trends and play an
incredibly important role at both CDS Global and for the clients we
serve.”

Some of the growth CDS Global is seeing in the customer care arena
can be attributed to the trend of “reshoring,” a concept used to
explain that businesses are returning outsourced customer service
functions to the U.S. from centers based in other areas of the world.

“For CDS Global, this is not a new trend. We’ve been onshoring
customer service for 40 years, knowing that a local, dedicated staff
in the countries we work in is key to our clients’ success,” said
Malcolm Netburn, chairman and CEO of CDS Global. “We have built the
most efficient and dedicated labor force, delivering value — not
just inexpensive service. We call this doing great business, and we
are excited to welcome new employees to the CDS Global team to help
us continue delivering incredible customer service.”

In addition to traditional customer care support through phone,
email, live chat and automated self-service, CDS Global has used
intelligent software to generate tens of millions of dollars in
additional revenue for its clients through up-sells and cross-sells
both over the phone and online. This service turns contact centers
into profit centers for many businesses.

About CDS Global

For more than 40 years, CDS Global has been a leading provider of
outsourced business solutions to multiple industries, delivering an
array of innovative and flexible eCommerce, order management,
fulfillment, payment processing and marketing services. The company’s
comprehensive and integrated suite of solutions maximizes the value
of data, effectively managing the interactions that CDS Global
clients have with their customers and creating a positive impact on
each organization’s bottom line.

CDS Global is a wholly owned subsidiary of Hearst Corporation, one of
the nation’s largest diversified media and information companies.
Corporate headquarters are located in Des Moines, Iowa, with offices
across Iowa and in Arizona, New York, Pennsylvania, Texas, Australia,
Canada and the United Kingdom.

Learn more at www.cds-global.com.

        
        For more information please contact:
        
        David Donnelly
        Director
        Global Communications
        
        1901 Bell Avenue
        Des Moines, IA 50315
        Tel 515.247.7599
        Fax 515.246.6700
        
        Email Contact
        
        
        

SOURCE: CDS Global

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