Encompass Opens Las Vegas Call Center

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Encompass Teleservices has opened a 16,000-square-foot call center in Las Vegas.

The facility is expected to have 300 employees when fully operational in March.

Encompass Teleservices also expanded its call center in Beaverton, OR, where it is based. Some 217 employees for the center were hired in the past three months, the company said. Total employees at the facility now number 424, including customer interaction agents and call center software developers.

The company's Beaverton office has increased in size from 3,000 square feet in 1999 to approximately 30,000 square feet currently.

In other call center news:

B>Hispanic Teleservices Corp. has completed the expansion of its teleservices facility in Monterrey, Mexico.

The Houston company added 190 Web-enabled customer-care workstations to the 270-seat facility as part of the expansion. Other additions included a training room, conference rooms, two recruiting rooms, a new quality assurance control center and an expanded human resources area. The company also increased security-access systems and installed closed-circuit monitoring cameras throughout the facility.

Metro Marketing, launched an inbound teleservices facility in Freehold, NJ, this month for the purposes of testing direct response advertising and other direct marketing campaigns.

The company has plans to expand the call center to 500 seats over the next five years. Metro Marketing's new inbound teleservices director, William Evans, was able to open the center within six weeks, the company said. Further details about the present status of the call center were not released. The center was created to specialize in providing short-term, low-volume call support that will be required for testing purposes, Evans said.

Toyota Financial Services, Torrance, CA, announced a grand-opening celebration for its new customer service call center in Chandler, AZ, this month in conjunction with Lexus Financial Services.

The 100,000-square-foot facility provides customer support for the two companies' Western region, specifically 632,000 loan and lease customers. The center will employ approximately 365 people with an annual payroll of $10 million.

Toyota projected that the facility will handle 4.4 million inbound and outbound calls per year, as well as 500,000 mail pieces. The new center in Chandler will work in conjunction with two existing call centers in Cedar Rapids, IA, and Owings Mills, MD.


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