DEPARTMENT OF LABOR

Employment and Training Administration

TA-W-81,881

APAC CUSTOMER SERVICES, INC.
A DIVISION OF EXPERT GLOBAL SOLUTIONS, INC.
FORMERLY KNOWN AS NCO GROUP, INC.
GREENSBORO, NORTH CAROLINA

Certification Regarding Eligibility
To Apply for Worker Adjustment Assistance

In accordance with Section 223 of the Trade Act of 1974,
as amended ("Act"), 19 U.S.C. § 2273, the Department of Labor
herein presents the results of an investigation regarding
certification of eligibility to apply for worker adjustment
assistance.
The group eligibility requirements for workers of a firm
under Section 222(a) of the Act, 19 U.S.C. § 2272(a), are
satisfied if the following criteria are met:
(1) a significant number or proportion of the workers in
such workers' firm have become totally or partially
separated, or are threatened to become totally or partially
separated; and

(2)(A)(i) the sales or production, or both, of such firm
have decreased absolutely; and

(ii)(I) imports of articles or services like or directly
competitive with articles produced or services supplied
by such firm have increased; and

(iii) the increase in imports described in clause (ii)
contributed importantly to such workers' separation or
threat of separation and to the decline in the sales or
production of such firm.

The investigation was initiated in response to a petition
filed on August 10, 2012 on behalf of workers of APAC Customer
Services, Inc., a division of Expert Global Services, Inc.,
formerly known as NCO Group, Inc., Greensboro, North Carolina
(APAC Customer Services, Inc.). The workers' firm is engaged
in activities related to the supply of call center services.
Specifically, the workers provide customer service via
telephone by handling inbound calls and providing shipping
quotes and tracking information for packages on behalf of
their customer.
During the course of the investigation, information was
collected from the workers' firm and a survey was collected
from the firm's major declining customer.
Section 222(a)(1) has been met because a significant
number or proportion of the workers in such workers' firm have
become totally or partially separated, or are threatened to
become totally or partially separated.
Section 222(a)(2)(A)(i) has been met because the sales
and production of services supplied by APAC Customer Services,
Inc. have decreased absolutely.
Section 222(a)(2)(A)(ii) has been met because customer
imports of services like or directly competitive with the
services supplied by APAC Customer Services, Inc. have
increased. A customer survey revealed increased imports of
call center services during the period under investigation.
Finally, Section 222(a)(2)(A)(iii) has been met because
increased customer imports contributed importantly to the
worker group separations and sales/production declines at APAC
Customer Services, Inc.
Conclusion
After careful review of the facts obtained in the
investigation, I determine that workers of APAC Customer
Services, Inc., a division of Expert Global Services, Inc.,
formerly known as NCO Group, Inc., Greensboro, North Carolina,
who are engaged in activities related to the supply of call
center services meet the worker group certification criteria
under Section 222(a) of the Act, 19 U.S.C. § 2272(a). In
accordance with Section 223 of the Act, 19 U.S.C. § 2273, I
make the following certification:


"All workers of APAC Customer Services, Inc., a division
of Expert Global Services, Inc., formerly known as NCO
Group, Inc., Greensboro, North Carolina, who became
totally or partially separated from employment on or
after July 26, 2011, through two years from the date of
certification, and all workers in the group threatened
with total or partial separation from employment on the
date of certification through two years from the date of
certification, are eligible to apply for adjustment
assistance under Chapter 2 of Title II of the Trade Act
of 1974, as amended."
Signed in Washington, D.C. this 14th day of September, 2012.


/s/Elliott S. Kushner
______________________________
ELLIOTT S. KUSHNER
Certifying Officer, Office of
Trade Adjustment Assistance