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News : Clark County Call Center Employment Triples Since Recession

#contactcenterworld, @ttec_com

Clark County, NV, USA, Aug 6, 2018 -- Michelle Williams thought she’d found a temporary job at a call center that would keep her off her feet during her pregnancy.

Almost 20 years later, Williams directs the Las Vegas site for call center company TTEC, formerly known as TeleTech.

She said she likes the job for the autonomy the company gives her in making decisions that affect her employees.

"My opinions are definitely respected," Williams said.

When TTEC announced its Las Vegas location in 2017, Williams became one of about 12,000 people employed on average in the local industry. That triples the nearly 4,000 people employed on average in Clark County in 2010, according to state Department of Employment, Training and Rehabilitation data.

In that time, the number of companies went from 101 to 157.

TTEC hired over 300 people during a job fair last month.

Another call center company, Sitel, plans to hire 500 people over the next three months.

Cassidy Klundt, Sitel’s local site director, said a new client partnership has helped with the recent need for employees.

A decision by companies to stop offshoring contact center jobs has helped bring more business to domestic call centers. Consultancy firm International Customer Management Institute estimates the number of U.S. contact center workers at around 3.4 million.

Low wages, among other assets, have helped Las Vegas become a call center hub.

Last year, call center workers in Clark County made an average weekly wage of $580. In the nearby Phoenix area, call center employees made about $703 a week on average in 2017, according to Arizona state data. "Job

Plus, hospitality workers come with useful skills for call centers, said Mike PeQueen, managing director of wealth management firm HighTower Las Vegas.

"A relatively large group of moderately educated, service-oriented people available for hire, in a state with low taxes and low real estate costs seems pretty attractive to call center operators," PeQueen said.

Las Vegas’ transient population also helps to ease the turnover rate at centers, said John Stater, a researcher for real estate firm Colliers International.

Data from the management institute put the average call center turnover rate at 33 percent.

Technology has been slow to disrupt the industry. Fancy Mills, the institute’s group training and content director, said most organizations don’t yet support automation or bots that interact with customers calling or electronically messaging contact centers.

But the institute’s data show that 41 percent of organizations plan to increase use of that technology in the next 12 to 18 months.

The more complicated tasks and customer service calls will still need a human’s attention, Mills said.

Williams, the local director for TTEC, said her company has tried to ease turnover through partnerships with other companies to help employees with day care and transportation to work and handing out awards for jobs well done.

"We have to motivate employees," she said. "They are our front line."

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.reviewjournal.com


About TTEC:
Company LogoTTEC Holdings, Inc. (NASDAQ: TTEC) is a global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience. TTEC Digital delivers outcome-based, human-centric, tech-enabled, insight-driven customer experience solutions. Founded in 1982, the Company's 48,700 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers and each other.
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Today's Tip of the Day - Outsourcing Service Agreements

Read today's tip or listen to it on podcast.

Published: Wednesday, August 8, 2018

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2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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