Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

5 Companies Using Call Centers for Customer Relationship Management - Finnegan Pierson - ContactCenterWorld.com Blog

5 Companies Using Call Centers for Customer Relationship Management

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.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

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.

Publish Date: July 28, 2020 3:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
 430 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =