Canada’s Telus Sees “Mandatory” Need for Spanish: Exclusive Interview

Telus is probably the most bullish company I have yet to run into that has established a comprehensive Nearshore presence.  As the second largest Telecom Carrier in Canada Telus has made global expansion a key priority under the leadership of CEO Darren Entwistle, who has run the company since 2000. That global growth comes partly in the form of responding to the requirements of customers, who increasingly require call center agents to possess Spanish language skills.

Telus, through its partnership with Transactel, runs three outsourced customer delivery sites in Guatemala, El Salvador and Panama, employing a total of 3,400 agents and support personnel. Customers can be other telecom providers, pizza delivery companies, video game operators or just about any business seeking BPO and outsourced call center services.

According to Telus CEO, Darren Entwistle “It was pretty much mandatory for us to develop Spanish. We obtain access to a skill set that is not readily available to us in Canada. There is a growing US population that includes Spanish speakers. As we grow our US customers – it’s more and more critical to have Spanish-speaking delivery capabilities.”…..read more: http://caribbeancrmcentral.wordpress.com/2009/04/