Contra Costa Times to outsource customer service to Philippines
May 8, 2008
Pat Keeble sends word that the Denver Business Times (DBJ) reports that MediaNews Group, publishers of the Contra Costa Times and the Bay Area Newspapers (BANG) is now outsourcing customer services for some of its California dailies — including the Contra Costa Times, Oakland Tribune, and San Jose Mercury News — to the Philippines.
Phone calls from customers will now be answered by employees of APAC Customer Services Inc. at its three call centers in Quezon City and Muntinlupa City. According to the DBJ, “APAC employs about 4,000 “accent-neutral,” English-speaking operators who take calls about subscriptions, delivery problems and billing and then relay the information back to the client for action, according to reports on the deal in the Philippine Daily Inquirer and the Philippine Star.
“APAC already offers customer service for nearly 80 U.S. newspapers. Call centers for offshore clients are a booming business in the Philippines.”
This news was found in the email from the Bay Area newspaper guild organizing committee newsletter. They’ve filed with the NLRB to establish the union among the BANG-EB newspapers, including, the Contra Costa Times
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