PetTherapy expands contact centre operations to the UK…

.. and creates new contact centre jobs

From humble beginnings in California’s Santa Barbara Valley and its first contact centre with five advisors, PetTherapyTM has rapidly expanded to over forty of the Continental States, Hawaii, Japan, Korea and now into Europe.

With its innovative, modular approach to business, highly trained advisors and a multitude of contact methodologies PetTherapyTM can now bring highly skilled and, at the same time, affordable mental healthcare for your pets through a contact centre.

Their strengths lie in knowing no two problems are the same, no two animals are the same. Naturally, this means no two consultations are the same. With face-to-face consultations costing in excess of £40.00 for a 15-minute appointment, the convenience of a PetTherapyTM electronic consultation becomes evident. Either by phone or webcam, the PetTherapyTM highly trained advisors will work with you to identify the issues, and by asking structured questions and listening to you and your pet’s responses, they can diagnose a large variety of every-day symptoms along with their attendant causes, at the same time formulating a structured ‘action plan’ to bring your pet’s behaviour/mental health back to normal.

With the initial UK site, based in Barking, employing six advisors opening from 10am-8pm PetTherapyTM anticipate opening another four sites in the next twelve to eighteen months eventually employing thirty people on a full-time basis.

The success of the PetTherapyTM business model in the United States and Pacific Rim has been down to their industry-leading staff-training program. Staff spend six weeks living in the company training house along with a wide variety of domestic pets from local families, most with a variety of problems. A long period each day is spent with ‘sight reduced’, leading to a greater reliance on hearing for behavioural cues. This, after the training period, leads to a greater empathy when listening to the pet by phone. Controlled experiments show that a trained PetTherapyTM advisor can distinguish between over two hundred different aural cues from both dogs and cats, along with their attendant reasons or causes. As part of their expansion PetTherapyTM   are currently looking to extend the range of services on offer and species treated.

On loan from Santa Barbara, acting UK Director of Operations Latro Canis said, “All of us in the PetTherapyTM   family are looking forward to the challenge of bringing our skills and knowledge to help UK pet owners. This launch will bring some of the biggest challenges so far as we have had to adapt our staff training to allow for the UK canine accent. This preparation involved bringing staff, and animals, over to our US training facility for an extended period allowing the staff to familiarise themselves with the differences in accent, for example, between a Scottie and a Westmorland. This has been a runaway success. In these challenging economic times we believe wholeheartedly we can make a difference, where before financial limitations would prevent a pet getting the mental healthcare it requires, PetTherapyTM is now here to help.”

For any further information on the innovative PetTherapyTM range of services contact:-
Latro Canis, PetTherapy, Edificios de la Perrera,  Calle de los Perros, Santa Barbara, California, 22757. Tel: 001 555 9663 2275.

Please note that this was published on 1st April 2009.

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