Case studies: Globe Cast World TV

The Opportunity

Opportunity on GlobeCast - a subsidiary of France Telecom - the leading global provider of content management and worldwide transmission services for professional broadcast delivery.

GlobeCast operates a secure global satellite and fiber network to manage and transport 10 million hours of video and other rich media each year, providing ingest, aggregation, transmission and repurposing of content for delivery to direct-to-home satellite platforms; cable, IPTV, mobile and broadband headends; as well as corporate and digital signage networks.

The Solution

• Sells programming, broadcast in country languages from European Countries into the United States. (Russian, Polish over 30 languages and growing)
• Agents hand picked and extensively trained; Each agents is fitted with a TV for monitoring issues as they occur
• Services include: Inbound and Outbound – Technical Support, Customer service, Retention, Trouble Shooting, Billing, Sales, Promotions, Weekly Quality Assurance and Daily Feedback to GlobeCast executives.
• Global Response's Fulfillment & Logistics ships the parts and accessories, and handles the "call tag" process for machines that need to be picked up and shipped to the Service Center.
• GlobeCast leases offices in call center adjacent to their agents.