The Call Center Source was established by Outsourcing/BPO industry veteran, Fred Shadding with the vision of supporting both benefactors of outsourcing; Buyers and Suppliers. With the primary goal of counseling buyers on their outsourcing decision and, working with suppliers on enhancing their appeal and approach when engaging with prospective clients.
Fred has spent the last 2 decades of his career devoted to creating outsourcing solutions and offering advisory support within the contact center and BPO industry; cultivating outsourcing partnerships for many industry leading clients from 5 – 500 FTEs requirements as a trusted senior advisor.
After an award winning 20+ year tenure in BPO sales, client service and marketing leadership, he founded TSG (The Shadding Group) Solutions, LLC and The Call Center Source to assist both end-users and BPO providers with vendor search/selection and business development initiatives. He previously served in senior roles with SITEL, iQor, Stellar BPO and NETCAST since his entry into the outsourcing industry in 2000. Additionally, he served a brief leadership stint at Bill Gosling Outsourcing, a leading Canadian-based contact center outsourcer as head of North American sales prior to committing himself to his own firm. During his outsourcing career, one of his notable achievements was his tenure with Cyber City Teleservices (CCT) prior to its acquisition in 2012 (to iQor) as its SVP of Business Development where the firm experienced tremendous growth during his sales leadership. At CCT, Fred led and oversaw business development and marketing initiatives, which helped CCT to grow from a single center in 2003 with less than 300 FTEs to over $110M with 5,000+ agents in four countries during his 10-year tenure.
Currently, he serves as an advisor to several well known brands; consulting on sales and marketing execution, vendor search & selection and, vendor management effectiveness.
Fred serves as an active participant on multiple industry councils, associations and, is a contributor, speaker and author of various industry articles in print and social media related to outsourcing and contact centers. He previously served as the President of the Potomac chapter (DC/MD/VA) of the Professional Association for Customer Engagement (formerly the American Teleservices Association) and has served locally on the board of SOCAP and, in an advisory capacity to The Outsourcing Institute.
Prior to his tenure in the outsourcing industry, Fred spent 10 years in the telecommunications and transportation industries in various international channel marketing and financial management roles with Sprint, MCI and British Aerospace; most recently as Sprint’s Director of International Channel Development.
Fred received his MBA from the Howard University School of Business and B.S. in Accounting & Business Administration from Delaware State University and has received Executive Education from the Kellogg School of Management at Northwestern University.
He has been recognized numerous times for his career accomplishments. In 2012 and 2009, he was recognized as one of top 50 under 50 and, 40 under 40 senior executives by multiple industry publications and has also received executive leadership awards from the Southern Christian Leadership Conference, The Professional Association for Customer Engagement and his alma mater, Delaware State University.
He resides in the Washington DC metro area in Greenbelt, MD.
