CDS Global

April 18, 2013 09:55 ET

CDS Global Grows Customer Service Center Business, Ramps Up Hiring in Des Moines and Boone

DES MOINES, IA and BOONE, IA--(Marketwired - Apr 18, 2013) -   CDS Global, a leader in end-to-end business process outsourcing, announced today that it is hiring customer care representatives in Des Moines and Boone, Iowa, to support new business at the company's facilities in both cities.

Approximately 135 incremental customer care representatives will be hired in total, with 50 positions in Des Moines and 85 positions in Boone slated to be available. The company will fill the positions from both external candidates and existing employees.

Customer care representatives for CDS Global support the company's clients by handling inbound phone calls, emails and live chats, as well as level-1 technical support for accessing digital content on tablet devices such as the iPad, a growing need for the company's clients in the media industry.

"CDS Global is proud to offer unmatched service to our clients that allows them to build trusting relationships with their consumers," said Nancy Gessmann, senior vice president of global operations at CDS Global. "We currently manage 11 million consumer touchpoints on behalf of our clients annually and are optimizing our customer care workforce for the future to handle contemporary service and support requirements. The new representatives hired in Des Moines and Boone will be on the cutting-edge of customer service trends and play an incredibly important role at both CDS Global and for the clients we serve."

Some of the growth CDS Global is seeing in the customer care arena can be attributed to the trend of "reshoring," a concept used to explain that businesses are returning outsourced customer service functions to the U.S. from centers based in other areas of the world.

"For CDS Global, this is not a new trend. We've been onshoring customer service for 40 years, knowing that a local, dedicated staff in the countries we work in is key to our clients' success," said Malcolm Netburn, chairman and CEO of CDS Global. "We have built the most efficient and dedicated labor force, delivering value -- not just inexpensive service. We call this doing great business, and we are excited to welcome new employees to the CDS Global team to help us continue delivering incredible customer service."

In addition to traditional customer care support through phone, email, live chat and automated self-service, CDS Global has used intelligent software to generate tens of millions of dollars in additional revenue for its clients through up-sells and cross-sells both over the phone and online. This service turns contact centers into profit centers for many businesses.

About CDS Global

For more than 40 years, CDS Global has been a leading provider of outsourced business solutions to multiple industries, delivering an array of innovative and flexible eCommerce, order management, fulfillment, payment processing and marketing services. The company's comprehensive and integrated suite of solutions maximizes the value of data, effectively managing the interactions that CDS Global clients have with their customers and creating a positive impact on each organization's bottom line.

CDS Global is a wholly owned subsidiary of Hearst Corporation, one of the nation's largest diversified media and information companies. Corporate headquarters are located in Des Moines, Iowa, with offices across Iowa and in Arizona, New York, Pennsylvania, Texas, Australia, Canada and the United Kingdom.

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Contact Information

  • For more information please contact:

    David Donnelly
    Global Communications

    1901 Bell Avenue
    Des Moines, IA 50315
    Tel 515.247.7599
    Fax 515.246.6700

    Email Contact