Texas firm backs off call center deal
First Consumers National Bank call center has no takers as yet. John Pascone, president of the Albany Millersburg Economic Development Corp., had been talking for months with a Texas firm about filling the call center, which has been vacant since March 31.
Now it seems that the company - a Delaware trust called Telvista, which is headquartered in Dallas - has lost interest in the deal, and it's back to square one for Pascone, who had been working with the company since July. But First Consumers National Bank is looking at other potential clients.
Tom Womack, a spokesman for Telvista, confirmed that the firm had looked at the Albany call center, located in the old Price Chopper building in Heritage Plaza, but that the company was no longer considering the move.
Meanwhile Pascone said that are other very potential clients vying for the call center, which include a bank, a large call-center operator and two other candidates. On March 31, First Consumers National Bank shut down its call center in Albany and laid off 180 employees. That move followed a bankruptcy filing by First Consumers' parent company, Spiegel Inc. The Albany call center opened its doors in July 2001.
Marketing vacant call centers is a big challenge, in part because of the changing nature of the call center business.Not only are many companies outsourcing their customer service, technical support and other services to third-party call centers in an effort to cut expenses, but numerous firms are also choosing to open offshore offices in places such as India and the Philippines.
It's an ever-changing business. Firms definitely feel offshore pressure, but the interesting thing is that people who have done offshore are finding that the quality of service isn't as good, their clients are not as satisfied and there are language issues. So there's a variety of challenges that come with that, and we've seen people bringing business back to the U.S. because of quality-control issues.
So the call center business hasn't matured fully, only when it settles down and matures, can we see the call center market reaching its full potential.