News : Call Center Jobs Coming Back to America
August 4, 2014 -- After years of sending call center jobs overseas, companies are bringing the jobs back to America. Customers demanding better service and more use of social media to field questions are helping fuel the trend.
Nearly 1,000 new call center jobs are planned at companies near Detroit. Dialog Direct, which already employs 2,000, announced plans to hire 300 more in Highland Park and 200 in its Grand Rapids offices. Another call center company in Troy, S&P Data, has plans to add 420.
Dialog Direct offers most starting workers from $22,000 to $45,000 and will often pay for training and reimburse costs for licenses, according to the Detroit Free Press.
"Call centers offer great entry-level opportunities for new college graduates or people trying to get a foothold in customer service fields," Amy Cell, senior vice president for talent enhancement at the Michigan Economic Development Center told the Free Press. MEDC has tracked 1,400 new call center jobs in the state.
As Keontay Kelley told the Detroit Free Press, the job lets him "be the knight in shining armor" helping to solve people's problems while working inside an office and wearing professional clothes.
Matt Zemon, chairman of the nonprofit group Jobs4America based in Chapel Hill, N.C. calculates 180,000 call center jobs were created nationally in 2012.
"The higher the value of the customer, the more likely the job will be in the U.S.," Paul Stockford, director of research for the National Association of Call Centers in Hattiesburg, Miss., told the Free Press. He estimates about 66,000 call centers exist in the U.S.
Last year, General Motors started moving call center jobs from Buenos Aires to the U.S. and about 300 contractors handle customer calls and social media posts.
"Lots of people make a career out of it," Stockford said. "Other people get burned out. If you're picking up a phone, and you've got someone screaming in your ear for something you didn't do, it can be very frustrating."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Anticipate Volatility
ContactCenterWorld.com – is the website for the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint and supports 170,000 members from enterprises large and small with ideas, information and support tools including best practice awards, conferences and certification. Join today, FREE personal membership available at this link https://www.contactcenterworld.com/register.aspx and start networking and learning best practices. Contact Center World. (www.ContactCenterWorld.com), The Global Association for Contact Center & Customer Engagement Best Practices.
Published: Tuesday, August 5, 2014
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
|WNS Global Services|
WNS Global Services is a large global Business Process Outsourcing company headquartered in Mumbai, India. WNS formerly stood for World Network Services.
|Blue Ocean Operating Management|
We are a contact center in Myanmar running with 500 seats with 1000 agents. Running Telecom services, Banking services and retail.
StarTek is the customer care expert in business process outsourcing. Our job is to improve and manage the customer experience for our clients. StarTek’s suite of solutions includes sales, order manage...