iQor Expands Partnership with Major Online Retailer as Trinidad Contact Performance at All-Time High

September 4, 2019

Tech-enabled BPO brings on more employees to keep pace with retail giant's growth

SAINT PETERSBURG, FLORIDA — SEPTEMBER 4, 2019 – iQor, a managed services provider of customer engagement and technology-enabled BPO solutions, announced today that it hired 300 customer care agents under its Omni-Channel Solutions service pillar to meet demand for its client, a leading global online retailer. iQor has experienced significant growth due to its consistent operational excellence and top quartile performance for the company's retail partner.

Last holiday season, iQor tripled its call volume for the major online retailer and recruited, on-boarded, and trained hundreds of seasonal customer service representatives in as little as three months. Expecting more permanent growth, the company is now bringing on 300 full-time employees to staff its Trinidad locations.

“iQor contact centers exemplify superior performance and tech-enabled capabilities that multiply our clients’ growth year over year,” said Director of Operations for iQor Trinidad, Cristian Reyes. “Our award-winning training helps us achieve this success by increasing engagement, knowledge retention, and providing unique leadership training to help our employees grow in their careers and remain a part of the iQorian family for the longterm.”

The company deploys its training through iQor University, aimed at increasing engagement and knowledge retention through a mix of face-to-face, video, role-play instruction. iQor University also includes digital learning techniques such as gamification and automation tools such as AI-enabled chatbots that help customer service agents access information faster. Its DX aQademy concentrates on in-depth digital customer care training focused on chat, social media, messaging, email, text, web, and self-service forums enabling agents to serve customers across many channels.

iQor Trinidad includes 700 employees across locations in Barataria and Tamana. It plans to employ roughly 1,000 Trinidadians and Tobagonians by the end of 2019.

To learn more about growing your career at iQor, please visit: www.iqor.com/careers


About iQor

iQor is a managed services provider of customer engagement and technology-enabled BPO solutions. With 45,000 employees in 8 countries, we partner with many of the world's best-known brands to deliver aftermarket product and customer support solutions that span the consumer value chain, from customer care and receivables management to product diagnostics and repair services. Our award-winning technology, logistics, and analytics platforms enable us to measure, monitor, and analyze brand interactions, improve business processes, and find operational efficiencies that lead to superior outcomes for our partners across the customer and product life cycles. For more information, please visit us at www.iqor.com or follow us at www.twitter.com/iqor.


Media Contacts

Robert Constantine
robert.constantine@iqor.com