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Corporate comeback – Center Partners in Post Falls

After dropping to about 500 employees and all but closing down its Coeur d’Alene call center, Center Partners http://www.centerpartners.com has rebounded with new long-term contracts with national wireless and satellite companies. Now both the original Coeur d’Alene and Post Falls centers have more than 500 working the phone banks.
The turnaround heralds a change in the type of clients Center Partners is working with and the people it hires.

"We’re more of a sales organization now," said Matt Carleton, site director in Post Falls. "We look for personality more than before."

Salesmanship has become key because the company is taking calls in response to promotions by the client companies for products and service rather than service calls, Carleton said.

The companies cannot be named under the terms of the contracts, said Martha Lanaghen, vice president of client solutions for Center Partners.

And even with contracts in hand, the call center industry is subject to fluctuations, both up and down.

By RICK THOMAS
Staff writer

Full Story: http://www.cdapress.com/articles/2005/05/13/business/bus01.txt

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