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Home-Based Contact Center Outsourcing Model Pays Off for Alpine Access

By Rajani Baburajan, TMCnet Contributor

Alpine Access, a provider of virtual contact center outsourcing solutions, announced it has demonstrated excellent performance in 2011. The company has won 10 new enterprise clients with a total annual contract value in excess of $50 million.

The company has achieved 54 percent growth in 2011 compared to the previous year. At the end of 2011, Alpine Access recorded more than $100 million revenue. The growth reflects the company’s growing dominance in home-based contact center outsourcing model.

Alpine Access pioneers the work-at-home contact center outsourcing model more than decade ago. 

"I am extremely proud of our team's accomplishments in 2011," said Christopher M. Carrington, president and CEO of Alpine Access, in a statement. "We came into the year after a great 2010 that would have been tough to match, but by all measurements our 5,000 employees knocked the cover off the ball once again.”

“Doubling a company in the span of two years is no small feat, yet we remain focused daily on delivering the value and quality that our clients and partners have come to trust and expect from us," Carrington added.

Over the past few months, Alpine Access expanded internationally and added over 600 employees to provide in-country support across eight Canadian provinces. The company also strengthened the senior leadership team with key appointments, including a CFO, SVP of Operations, and International Country Manager, among others.

Alpine Access also won several clients for its patent-pending SaaS (News - Alert)-based talent management platform and Secure Talk cloud security solution. Further it has expanded its non-voice capabilities to new areas such as Web chat and back-office support.

The company is continuing this remarkable growth for the past 19 consecutive quarters, according to a press release from the company.

Stevenson added, "The home-based agent delivery model for customer care is rapidly growing as a preferred method of delivery for companies in the United States and Canada. Alpine Access is one of the leading pure-play providers of home-based agent services and looks likely to continue strong growth."

There is a growing demand for hosted contact center outsourcing solutions. Recently Paul Jarman, CEO of inContact, discussed several advantages of hosted call centers. inContact delivers unique cloud-based software that helps contact centers improve the cost and quality of the customer experience, Jarman said.

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