Tampa outsource call center firm names new CEO

Tampa-based outsource call center company OneTouch Direct, which has eight offices worldwide, from Buffalo to Bogota, has named industry veteran Michael Flodin CEO. 

Flodin replaces OneTouch Direct co-founder Joseph Mole in the position, according to a statement. Mole is now executive chairman, after serving as the company’s top executive for more than 20 years, the release adds. 

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Prior to joining OneTouch Direct, Flodin  was CEO and President of Continuum Global Solutions, a private equity-backed global call center. Prior to Continuum, Flodin was CEO and president of U.S. and Americas operations for Atento, another global call center. Flodin, according to the release, also spent a significant portion of his career at Accenture. (The industry refers to call center companies, which are hired by other organizations to handle a variety of call center and customer service tasks, including live chats, as Business Process Outsourcing companies.) 

“OneTouch Direct has been built on a strong foundation by its co-founders, Joe Mole and Chris Reed, whose leadership and vision have been instrumental in shaping the company's success,” Flodin says in the release. “Joe's commitment to a people-first culture and Chris's operational excellence have positioned OneTouch Direct as a leader in customer engagement. We are going to take it to the next level, delivering exceptional customer experience through a people-first, tech-enabled approach. We plan to expand into new verticals and geographies in very short order.”

OneTouch Direct was founded in 1998. It now delivers “complete omnichannel support at more than 3,250 workstations in four counties,” according to its website. In addition to its Tampa headquarters, its offices are in Buffalo, San Antonio, Texas; Nashville; St. Catharines, Ontario; Mexico City; and Medellin, Bogota and Barranquilla, Colombia. Industries it works in, according to the statement, include banking and financial services; automotive; health care; hospitality; retail; and telecommunications.

“Identifying a CEO who shares similar values and principles to the founder’s ideology was no small task. Flodin shares our philosophy that a great customer experience begins with a great agent experience. This represents an extraordinary alignment on the fundamentals of driving brand client results and growth,” says Mole in the release.