5 Companies Using Call Centers for Customer Relationship Management

Finnegan Pierson

There are over 3.3 million call center workers based in the United States,  providing customer service support to dozens of businesses around the country. While the U.S. operations are running with significant capacity, the field continues to expand through corporate onshoring and reshoring initiatives. With close to 7,400 call centers located in the U.S., this is a service that provides jobs to millions of Americans, both in work-from-home positions or physical locations. Companies both large and small rely on the call center operations to provide the highest quality services to their consumers. For this to happen, having a qualified and diverse labor pool is extremely important. Site strategies, or where to host the next center, are crucial to finding the best labor markets. Multiple studies are conducted, evaluating things like military presence, wage inflation, labor laws, quality of life, college graduate output, real estate costs, economic incentives and labor market longevity. The companies with the most resources tend to find the best locations and employ the largest number of call center employees. Here are five of the most well-known companies that rely on call centers for their customer service support.

Alorica

This company employs around 47,298 call center employees, but these individuals are working contracts for other partners. The goal is to provide customer experience solutions for every stage of the consumer lifecycle, but with the quality and experiences that top the competition. Some of the customer relationship management options include tech support, billing, and generalized customer assistance with products, complaints and purchasing. There are aspects dedicated to healthcare solutions for the providers, payers, benefits managers and pharmaceutical clients. Alorica relies on digital services for its delivery of analytics, reporting and omnichannel solutions.

Blue Cross Blue Shield

This healthcare insurance provider is actually a conglomeration that includes 36 separate health insurance companies across the United States. Their reach provides health insurance coverage to more the 106 million people, and they assist their clients by employing over 40,000 call center workers. Their agents are dedicated to reviewing customer claims and providing information concerning benefits, eligibility and providers to both healthcare partners and the insured. Employees are able to be employed in a call center directly or there are remote positions also available. Reviews of the employment perks rate excellent benefits as one of the most important.

Young Living

The Young Living Essential Oils brand is a world leader in the natural essential oils, and it also relies on call center operations to assist their customers. Though it doesn’t employ nearly the number of employees that some of the larger corporations do, the last few years has seen incredible growth for the company. So much so, that the company recently opened a new call center in Utah. The location provides the space for 700 employees to train and provide consumers with superior and efficient service. This center is close to the Lehi, where the headquarters are located. Call center locations rely heavily on the approval and support of the local community, and in American Fork where the new center was located, the city provided tax increment financing the help alleviate some of the cost for development. Communities benefit from the establishment of a call center because of the employment opportunities they bring and the additional exposure to local businesses.

Comcast

As one of the largest multi-service providers in the country, Comcast relies on nearly 18,000 call center employees to support their customer base of over 20 million subscribers. While this doesn’t seem like a lot, the company is promoting its self-service online portals and their agents available through chat functions. The company promotes its Xfinity Assistant as being available for consumers to use 24/7.

Verizon

The mobile communications giants have over 40,000 call center employees to meet their customer service needs, but COVID-19 has impacted their operations. In March of 2020, one call center temporarily closed after an employee tested positive for the virus. They have also reduced their call center locations in order to support more work-from-home positions.

Call centers have become the backbone of the customer service industry, with locations at home and abroad handling the workload. Call centers provide stable employment and can improve the economic conditions of communities where they are established.