VXI, Western Union Eye Expansion of New Service
YOUNGSTOWN, Ohio -- VXI Global Solutions is already looking at further expansion of its downtown call center based on the success of a newly launched program for Western Union Co. that is adding more than 200 customer service positions here, executives say.
From opening on a single floor of the city-owned 20 Federal Place four years ago, VXI has expanded to encompass the fourth and fifth floors of the building, recently added space on the second floor and later this year plans to locate a recruitment center in first-floor space formerly occupied by a radio station.
Officials from financial services provider Western Union and the city joined VXI officials Tuesday for a press event to launch Western Union’s new customer support program. VXI is adding 200 -- and possibly as many as 250 -- positions to accommodate its contract with the financial services company.
“This is phase one of hopefully many for us provided that the group that we bring on board does a great job,” said Tobias Parrish, vice president of U.S. operations for VXI.
“We’re really excited about this opportunity here in Youngstown,” he continued. “It’s an opportunity for us to show Western Union what the city of Youngstown has to offer, and what we’re hoping for is a great customer experience and a concierge-level experience that Western Union is accustomed to.”
Western Union is bringing onshore work largely done in the Philippines -- a “strategic choice … to really drive a differentiated customer experience for our customers,” said Steven Sigman, vice president of global operations for the financial services firm.
The company considered several sites “and it’s not by accident that we ended up here,” he said. “We don’t want to go into a site and then run out of space if it’s successful. We don’t want multiple sites and multiple locations.”
Western Union constantly reviews its footprint and the company is heading into its peak season now, which the new Youngstown operation is ramping up to cover, Sigman explained. A decision to expand here could be made following three months of performance, he said.
Youngstown is “the perfect match” for the customer care work the call center will provide, noted Greg Ouimet, vice president of quality audit and training for VXI.
“We’re constantly looking and absolutely want to continue to grow the business here and take advantage of the workforce and the relationship that we have with the city,” Ouimet said.
The Youngstown call center is the first of three centers VXI operates in Ohio, which collectively employ about 2,500 workers.
David Bozanich, city finance director, said he and other city officials “never expected VXI to grow to the extent that it’s grown today"
The city has made improvements to 20 Federal Place such as elevator, window and roof upgrades, and improved water and wastewater infrastructure outside the building, Bozanich said. “We have tried to structure the cost of doing business in the building as low as possible so we can get more employees and improve the quality of life for what’s going on in this building,” he added.
Copyright 2013 The Business Journal, Youngstown, Ohio.
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