Global Telesourcing
Bill began his career more than 25 years ago as a call center agent in a 15-person sales operation above a movie theater in his home town near Philadelphia. Since then, he has started, directed, and managed call center operations for major companies, arts organizations, political candidates and advocacy groups. He has been a phone agent, floor supervisor, operations manager and call center owner.
Prior to co-founding Global Telesourcing, Bill was the Vice President of Communications for Democracy Data & Communications. During his tenure, DDC served 8 of the Fortune 10. He was responsible for running major public affairs programs at the local, state and federal levels for many of the largest companies in the US.
Previously, Bill founded, launched and served as Managing Director for the Latin America division of Optima Direct, then the world’s largest direct marketing agency focused on call center services. After the acquisition of Optima Direct by Omnicom Group, Bill helped affiliated agencies in 12 countries establish call center operations from his base in San Jose, Costa Rica. His experience throughout Latin America served as the basis and inspiration for Global Telesourcing.
Global Telesourcing
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Customer experience is the measure by which today’s brands are judged, and expectations are high. In most domestic markets, it’s difficult and expensive to scale high-quality customer contact solutions. Offshoring is an option, but language, accent and cultural disconnects can undermine customer relationships.