TeleTech Gives Up UPS Facility, Now Under New Management

Call center operator/BPO firm/occasional ARM provider TeleTech Holdings (Nasdaq: TTEC) had lost the contract to operate a UPS call center in Brandon, FL.  TeleTech had operated the facility for the past 10 years.

UPS selected APAC Customer Services to run the center.  Financial terms of the deal were not disclosed.

Since there was a formal change in vendors, TeleTech was forced to file a notice with the Florida Agency for Workforce Innovation stating that it would be laying-off 740 people.  But representatives from both APAC and UPS said that the facility would continue operations and that no layoffs would be forthcoming.

The change in vendors does not reflect TeleTech’s performance.  Rather, UPS instituted a new policy that states call center vendors can operate no more than two call centers on behalf of the shipping firm.  TeleTech also operates call centers on behalf of UPS in South Carolina and Arizona.