International Data Response Corporation (IDRC), one of the largest and fastest growing telemarketing and customer service outsourcing firms, has made a strategic management hire by appointing David Figgat senior vice president of U.S. customer care operations, effective immediately. With 17 years of experience in the teleservices and call center industry, Figgat will manage all IDRC USA inbound operations at its call centers in San Diego and Buffalo, overseeing call center management, quality assurance, administration and facilities.
Figgat’s experience includes advanced work in managing inbound operations and working with multiple call centers, call center technologies, applications and product lines. He formerly headed the Western region operatons for Teletech, one of the largest outsourcing, customer care and tech support facilities in the world. During his five years at Teletech, he supervised all company call center operations west of Denver, Colorado, and managed all inbound and outbound operations, strategic planning and forecasting. He also developed, planned and launched Teletech’s new call center in Van Nuys, California. Before joining Teletech, Figgat worked at American Express as the director of operations for the financial and communication services business unit, overseeing the customer care center among his other responsibilities.
“I joined IDRC for the chance to be part of a very different teleservices management team. This particular group is a product of some of the strongest business experience and discipline I’ve ever seen in the industry. Typically a lot of senior management comes from within, but IDRC has created a very good mix of industry experience and great business savvy,” Figgat said. He will report directly to Jill Ward, president of IDRC USA inbound, and work closely with IDRC chairman and CEO Jeff Stiefler, former president of American Express. “Jeff Stiefler and his team have a track record of successfully building and managing large, rapidly growing enterprises. They have a clear and compelling growth strategy for IDRC and the skills and experience required to form long-term strategic relationships with senior executives at leading companies.”
“I am happy to make such a strong addition to our management team,” Ward said. “David has years of experience and knowledge in teleservices that will not only benefit our clients, but the growth of our organization as well. The leadership experience he gained at his former companies, including American Express, has laid the foundation for David to play a critically important role here at IDRC.”
IDRC is one of the world’s leading telemarketing and customer service outsourcing firms. The company’s strategy is to help its business partners use the telephone and Internet to acquire the right customers and develop deep, long-lasting, highly profitable relationships with them. IDRC employs nearly 6,800 professionals and operates nearly 4,500 workstations in 31 locations throughout the United States and Canada.
