MASS MARKETS to EXTEND JOB OFFERS to ALL IMPACTED IOWA CONVERGYS EMPLOYEES

MASS MARKETS to EXTEND JOB OFFERS to ALL IMPACTED IOWA CONVERGYS EMPLOYEES

Anthony Marlowe, the CEO of Mass Markets, the Iowa-based, Business Process Outsourcing (BPO) contact center and Anything-as-a-Service (XaaS) provider, announced that his company would work with the 178 employees impacted by the Convergys site closure, find them positions at its nearby Dakota Dunes, South Dakota, contact center and endeavor to match their current level of pay.

Convergys announced on Jan. 30 that it was providing 60-days’ notice to 178 Sergeant Bluff, Iowa, employees of the site closure per the Federal WARN Act and that April 14 would be the final day of operation for the call center. “While we have never been put in this position, we know the decision to close must have been a difficult one. We understand the impact this has on the Siouxland community, Convergys’ employees and their families,” said Mass Markets CEO Anthony Marlowe. “We hope to work with Convergys leadership to help find a place at Mass Markets for some or all of the 178 employees displaced by the closure. This is a great opportunity to be able to move our business forward while also doing something that is good for our community.”

Mass Markets, headquartered in Iowa City, Iowa, has been a longstanding employer in the Siouxland area and is in the process of expanding the workforce in many of its contact centers, including the Dakota Dunes location. “We have several large Fortune 500 telesales, logistics and customer service clients that we are supporting in the Dakota Dunes facility and welcome the opportunity to grow our team and capabilities with an experienced, talented and highly skilled workforce. Convergys’ hiring and training practices are some of the best in the Business Process Outsourcing industry and we would be lucky to have 1 or 178 of their staff join our growing team,” Anthony stated.

We have several large Fortune 500 telesales, logistics and customer service clients that we are supporting in our Dakota Dunes South Dakota facility, which is just miles up the road from the call center Convergys is closing, and welcome the opportunity to grow our team and capabilities with an experienced, talented and highly skilled workforce. Convergys’ hiring and training practices are some of the best in the Business Process Outsourcing industry, and we would be lucky to have 1 or 178 of their staff join our growing team.

Anthony Marlowe, Mass Markets CEO

Mass Markets will be holding multiple hiring events over the next several weeks and extending offers to start with Mass Markets at the applicant’s earliest convenience. “Mass Markets is growing and looking to fill front-line contact center roles in telemarketing and customer service as well as positions in operations management, talent acquisition, account management, business development, workforce management and IT,” said Ethan Davis, Senior Vice President at Mass Markets. “We look forward to adding some great talent to our team over the coming months but will be encouraging Convergys staff impacted by the closure to see their positions through with their current employer and to exit professionally with appropriate notice and timing.”

Anyone interested in a position with Mass Markets can find more information at www.massmarkets.com or by calling (888) 387-1989. Applications can be completed online, and interested parties are encouraged to stop by the office located at 870 Cottonwood Lane #600 in Dakota Dunes. Walk-ins are welcome.

ABOUT MASS MARKETS

Mass Markets is a trusted provider of American B2B, B2C and H2H contact center telesales, customer service and digital support. Our best-in-class leadership has a record of accelerating results by providing responsive, agile and compliant business process outsourcing services that create speed, performance and cost advantages. From Fortune 100 companies to start-ups, we deliver target-exceeding, high-impact, inbound and outbound omnichannel interactions. At Mass Markets call centers, we quickly, effectively and inexpensively SAVE, SELL, SERVICE and SOLVE directly with your customers and prospects.

15 YEARS LATER

15 YEARS LATER

Iowa City, IA |  May 10th, 2017

Dear Friends and Colleagues,

As we hit the fifteen-year anniversary of our company on May 2, 2017, I continue to be amazed by our organization’s advancement. We are consistently guided by values that have allowed us to experience both growths in size and, more importantly, growth in our ability to efficiently manage complex business processes on behalf of our clients. It is tremendously inspiring to witness the relentless dedication that our employees have to our clients and each other.

This year, we have gained momentum in several key areas that will provide an enhanced level of performance, security, and functionality. These initiatives are already creating new value for our current client base and great potential for diversified revenue creation.

While we have always adhered to the highest standards for information security and compliance, we are taking another step forward through full PCI Level 1, Soc 2 Type II and PACE-SRO certifications this year. We have worked tirelessly to maintain the people, processes, and infrastructure required to service our Fortune 500 clients, and it is great to see our team formally recognized for our long-term adherence to these high standards.

Recent opportunities have allowed Mass Markets to work with a variety of new client types, technology and business processes that have increased our understanding and experience among new industries. Notably, our company has gained valuable political experience providing multi-faceted support for the Donald J. Trump for President, Inc. campaign during the 2016 presidential race. We made over seventy-nine million phone calls, routed hundreds of thousands of calls and provided managed services for the campaign’s interactive voice response system as well as other critical business processes from our Iowa headquarters. It was the honor of a lifetime for our employees, from all political affiliations, to be part of a winning presidential race.

Regarding customer experience and behavior adherence, we have upgraded our quality assurance platform with QEVAL software, an integrated quality monitoring solution. The new platform provides an eye-opening analysis into real-time behavioral adherence along with an improved ability to close the feedback loop with our agent workforce and is already demonstrating more efficient customer interactions. We have also seen an increase in customer satisfaction, first call resolution and sales numbers since implementation earlier this quarter.

Additionally, we are pleased to announce that our sister company, Niche Markets, has acquired FastCustomer, a popular application that allows customers to bypass long holding queues when contacting customer service providers and instead promptly connects those customers directly to live agents through an efficient callback system. Thousands of companies are already listed in the FastCustomer database, and the application has earned high ratings among iPhone, Android, and other users. FastCustomer is just one example of our expanding software and SaaS support offerings aimed at establishing Mass Markets as an industry leader in facilitating the modernization of automation, customer experience and analytics for the new technological era.

Also of significance is the expansion of Niche Markets’ capabilities resulting from the acquisition, development and deployment of our own enterprise contact center platform, GravisApps, alongside our current systems provider. GravisApps’ solutions encompass a variety of contact center and software services including but not limited to electronic market research software, interactive voice response (IVR), predictive dialer services, large database management and polling platform.

While there are always challenges, our organization is stronger than ever. In many ways, we feel like we are just getting started. Thank you for a wonderful fifteen years.

Truly,

Anthony Marlowe, CEO

 

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