U.S. Auto Parts Network is taking call center in-house
Online aftermarket auto parts and accessories provider U.S. Auto Parts Network Inc. has agreed to bring in-house a number of sales and customer service employees based in the Philippines. Under the terms of the agreement, approximately 182 employees of Access Worldwide are being offered jobs with U.S. Auto Parts and will join 244 employees already working for the company in the Philippines.
So far, about 170 of those employees have agreed to the transition, the company reports. Terms were not disclosed.
U.S. Auto Parts, No. 166 in the Internet Retailer Top 500 Guide, also has contracted to lease workstations in the current Access Worldwide facility in the Philippines for six months. U.S. Auto Parts expects to open its own call center in the Philippines in the second half of 2007 to augment the facilities already in place.
“Our call center agents form an integral part of our operations by supporting our network of e-commerce sites and online marketplaces and generating cross-sell and up-sell opportunities,” says Mehran Nia, president and CEO. “This is an important move for us as we continue to build our company and take direct control of the experience customers have with us. We want to make sure we are satisfying our customer at each and every point of contact they have with us, and we believe we can do this best when we have direct control over the employees who work for us in our call centers.”
The agreement with Access Worldwide is expected to be cost-neutral for U.S. Auto Parts for the next six months and to create operating cost savings starting late in 2007 and beyond.
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