ICT To Recruit 200 Staff, Despite 18% Q4 Revenue Drop

In Canada, CRM outsourcing firm ICT Group is to create up to 200 new jobs at its contact centre in Sydney Nova Scotia, following the award of a major new contract and a $1.4-million payroll rebate from the state. The firm has also posted a drop in Q4 results caused by restructuring costs.

The firm, which conducts market research in addition to a number of other customer contact activities, currently employs more than 700 staff at its Nova Scotia contact centre and home-based operations in Sydney, New Glasgow and Halifax. It has to increase that number by 200 employees within the next five years to qualify for the full rebate.

The new contract is with communications company Bell Mobility, and ICT Group CEO John Brennan commented: 'We are pleased with the skilled, educated workforce available in Nova Scotia, which we expect to leverage in the delivery of consistent, high-quality services on behalf of Bell.'

Last week the group posted lower quarterly results caused by restructuring charges and an 18% drop in domestic revenue to $73.2m; which the firm says were primarily triggered by the shift to lower-priced, offshore facilities and a reduction in call volumes.

ICT also incurred restructuring charges of $3m relating to the closure of four of its contact centres, including two in the US (www.mrweb.com/drno/news6803.htm ), and other charges of $1m.

'As anticipated, the accelerated expansion of ICT Group's offshore capacity and restructuring charges to close or downsize under-utilised locations negatively affected fourth quarter 2007 revenue and earnings performance,' noted Brennan.

For the first quarter of 2008, the company expects revenue to be slightly below fourth quarter 2007. However, from the second quarter it expects to see the benefits of the investments it made during 2007 and from new business wins made in the third and fourth quarters. It is anticipating full year revenue of between $465m and $475m.

Headquartered in Newtown, Pennsylvania, the ICT Group is online at www.ictgroup.com.

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.