One of Canada’s Top 50 Managed Companies expands to Windsor

Staff of bankrupt KLJ Inc. returned to work recently. Although the location maybe the same, that’s where the similarities end. IMP Customer Care, a division of IMP Group International Inc., had expanded its contact centre operations to the Windsor location, rehiring 25 former KLJ employees.

Managing Director Michael Estabrooks says it was a priority for the company to hire from the local labor market. “When we first looked at Windsor it could have been a “no” without (former KLJ employees.) It was important to get those former KLJ employees back and resurrect what was here that worked, and that was the people.

“This team sold the capabilities of this location to the IMP executives; their attitude was unbelievable. They are phenomenal people.” Windsor beat out other possible locales in the Maritimes, Quebec and United States, he reports.

Operations Manager Cheryl Crowell says that staff is not so much coming back, as they are building something new. “This is a whole different scenario and we are so excited about the opportunities this will create in the community.”

She says when KLJ closed, it had a huge impact on staff. Crowell is confident IMP will do more than just fill the void. “It has been a very positive company to work for and so supportive. I can see that people are happy and excited to be working here.”

In with the new

Estabrooks says there is strong growth potential at the Windsor location. “Any business wants to be growing and we want to have that capacity. Growth has always been on our radar and we needed a location where we could move fast when the time comes.”

The Windsor branch has the potential to house 150 employees within the 48 workstations based on a 24/7 operation.

Work had to be done before IMP was ready to launch, Estabrooks says. “We took at least three dumpster loads out of this space in the last few months.”

During the first days on site, Estabrooks and the rest of the management team, came to work in jeans and t-shirts to prepare the site. “Our thinking was ‘lets make this comfortable and bright’ so employees will feel good when the walk in the door.”

Even the lunchroom has had been remodeled and fitted with cable TV. “We’ve stripped and repainted everything. It’s out with the old and in with the new,” he said

Estabrooks says IMP is a huge company with many of long-term employees. “Our Bathurst contact center is a pretty stable team of people and we’d like to echo that here. “

Being on Canada’s list of 50 top managed companies speaks for itself, he adds. “We know how to treat our people and staff retention and training is a priority for us. That’s just good business.”

IMP has also been in contact with Hants County Community Access Network to promote its work from home scheme, he notes. “We do need to be careful in the selection process, but, if there are skilled workers, who are not physically able to commute to the work place on a daily basis we can look at accommodating those needs as well.”

Provincial support

The company hopes to create up to 100 jobs over the next six years. The province, through Nova Scotia Business Inc., is supporting that growth with a six-year payroll rebate of up to $708,400.

"We are delighted to support IMP in the expansion of its customer care division," said Minister of Economic and Rural Development Percy Paris in a release. "This home-grown company is not only well-known around the world, it's also a major employer in Nova Scotia through its various divisions."



"This expansion reinforces our competitive strengths as a province," added Stephen Lund, president and CEO of Nova Scotia Business Inc. "IMP is confidently growing and expanding its contact centre operations by growing existing contracts and accommodating new lines of business."

"This is a good news story for Hants County," said Ryan MacNeil, former executive director of the Hants County Regional Development Authority. "In partnership with NSBI, we are pleased to welcome IMP to the community and to see new job opportunities created for our skilled workers."

IMP Group International employs 3,500 worldwide, with more than 2,000 employees in Nova Scotia. Since 2000, the customer care division has been providing bilingual customer contact services to consumers and businesses in the travel, financial, and information technology sectors.