Golden Gate BPO Solutions finalized some key changes and additions to its service delivery partners this past month that will positively impact its ability to improve the depth, breadth and quality of service we provide.
Firstsource USA will now be our delivery arm for United States and Philippines contact center services. Firstsource also expands our footprint with locations in the United Kingdom, Ireland, India and Sri Lanka. IRT, and the entire CCT Group, has been a phenomenal delivery partner for us in the United States and Philippines for almost 6 years (including through their recent merger with iQor), and we will continue to employ our operational oversight activities to ensure continued and long-term success for each of our clients being served within their facilities. However, we are excited to move forward with Firstsource as our operating partner to service any new clients operationally. Firstsource is an organization that supports Golden Gate BPO’s mission and goals related to a client and customer experience, and is committed to growth with us through operational excellence.
Laurus International has been added as a second delivery arm for us in Dominican Republic. Since December of 2007, United Nearshore Operations (UNO), located in Santiago, has been our exclusive operating partner in the region. With the addition of Laurus, located in Santo Domingo, we are without question working with the top two contact center companies in Dominican Republic. Laurus will allow us to scale further for English and Spanish language multi-channel solutions, offer diversification and redundancy to our clients outsourcing in the region (by virtue of the distance between the cities and complementary labor markets) and bring a facility and technology sophistication to the table that is truly a competitive advantage.
Sound Telecom brings an entirely new and unique set of contacts center capabilities to our group for the first time and we are so psyched to introduce our new operating partner to the marketplace. Sound Telecom will allow us to fulfill an underserved demand in the contact center industry and outsourcing. With locations in Seattle, Spokane and Denver, Sound Telecom offers our clients an earlier entry point to take advantage of the benefits of outsourcing, specializing in smaller scale and custom dedicated multi-channel contact center solutions, white-glove high-end customer service and technical support, telephone answering services from small to large predictable or unpredictable call volumes and an effective high quality overflow option. Sound Telecom will be an important standalone provider for our clients in addition to complementing, supporting and collaborating with our other operating partners on comprehensive solutions.
Since the inception of Golden Gate BPO Solutions in 2006, we have continually focused on bringing to the marketplace an outsourced contact center solution that delivers on our goals of meeting the economic needs of our clients without sacrificing the quality of service delivered. And, with our oversight, adding more value on a day-to-day basis from an operating and strategic standpoint for each and every client.
In order to accomplish our mission, we focus on consultative and needs-based business development with an experienced team who understand operations management of contact centers, outsourcing and multi-channel customer relationship management, so well thought out solutions are drawn up with our clients and then carried out successfully with our carefully-chosen and certified contact center partners. From an operational standpoint, we have chosen to be an alternative to what we refer to as the “Big Box” or large global outsourcing companies by working with a handful of well-capitalized niche providers who will deliver consistently within their core strengths for our clients. These providers complement each other instead of competing with one another, allow us to have a global footprint and, ultimately, accomplish a result for our clients that does not sacrifice quality or cut corners and competes and/or beats the pricing or economic value of other providers, including the larger and more recognized firms in our industry.
Golden Gate BPO Certified Operating Partner’s Geographies
Contact Information:
Stephen Ferber, Managing Partner
Golden Gate BPO Solutions, LLC
Phone: 954-385-4977
Email: sferber@GoldenGateBPO.com