Arvato Opens a Canadian Contact Center



Contact center outsourcing services provider Arvato has opened a location in Waterloo, Ontario, Canada. The 500-seat site will strengthen Arvato's operations and create a hub to support new business in the region.

The need for the new facility stemmed from Arvato’s continued expansion of more than 160 percent in the past five years in North America, with its nearby Kitchener location growing quickly. The site will primarily support one of Arvato's global technology clients, with representatives providing phone support for e-commerce inquires with availability seven days a week, 16 hours a day. In 2018 and 2019, the company intends to add further production space for onboarding future clients. The Waterloo facility is Arvato's second customer service location in Canada and seventh in North America.

"Some of the world's greatest brands trust Arvato to deliver their customer service, and we are excited to add a new site in Canada to support our global network," said Fara Haron, CEO of Arvato CRM North America and Philippines, in a statement. "The Waterloo site serves as an ideal near-shore location for global clients based in the U.S. and Canada, combining high-quality service, availability of top talent, and cost-effectiveness, making it a great fit for our business and our clients' needs."

The Waterloo location is expected to house a number of key roles, including managers, work force specialists, and support staff in customer service, reporting, administrative, training, IT, workforce, human resources. and recruiting. Waterloo was selected due to its well-educated economy built on significant insurance and high-tech sectors and its local workforce as well as its proximity to two universities for recruiting. To meet the growing demand, Arvato was able to execute the entire process in six months, from signing the lease, planning and building out of the facility to moving in the first client.

Over the past seven years, Arvato has opened four new facilities for its customer service business in North America including Weaverville, N.C.; Yakima, Wash.; and Chandler, Ariz. Arvato also expanded its financial solutions business in North America last year with the opening of a new site in Atlanta. Arvato also has operations in Louisville, Ky.; Pleasant Prairie, Wis;, Valencia and Los Gatos in California, Ontario, Canada; and Monterrey, Mexico, across its customer service, supply chain, and financial solutions businesses.