27 August 2006
Missed your paper? Call Manila
Today we announced that after careful study, the Orlando Sentinel has decided to outsource our circulation customer service calls to APAC Customer Service, a U.S.-based company with operations in the Philippines. The Los Angeles Times has successfully outsourced its circulation call center through this company for several years. Other Tribune newspapers also have decided to take this step.
While decisions like this are very difficult to make, this change will benefit our customers and our business in several ways. It will allow us to implement best practice customer service processes, utilize state-of-the-art technology including upgraded circulation and voice response systems, lower costs and provide expanded hours of operation.
Actually, this is less of a big deal than it sounds. (Your call to the Oklahoman is answered in Québec, and in my experience, their system works pretty well.)
Still, "local," as a word, is becoming as obsolete as "yclept."Posted at 2:44 PM to Dyssynergy