News : Convergys Expansion Underscores Call-center Growth in Charlotte
Second Call Center to Close in Recent Weeks
Nov 19, 2013 -- Customer-service company Convergys said it has room to increase employment at its southeast Charlotte call center following a renovation of the facility. The expansion project for the company comes amid growth in U.S. call-center jobs in recent years.
Cincinnati-based Convergys announced plans for the renovations in February, saying at the time it would add 1,600 jobs in Charlotte. As the company rededicated the southeast Charlotte call center, it said it has slightly exceeded that figure, adding 1,650 jobs at its two sites in Charlotte. Its current employment in Charlotte is about 1,400 because of attrition, the company said.
Steve Chrabaszewski, program management director for Convergys, said Tuesday that Charlotte is an attractive place for call center companies for many reasons. For one, the area has a strong supply of trained customer service professionals, he said. Also, the East Coast is a good location from which to handle customers in different time zones, he said.
Paul Stockford, research director for the National Association of Call Centers, expects U.S. call center job gains to continue. There’s been an increase of roughly 10,000 U.S. call center jobs per quarter since the second quarter of 2012, he said.
Some companies, including many major U.S. airlines, have stopped off-shoring customer service jobs amid complaints from customers frustrated with dealing with overseas call center workers, he said. Companies have also been investing in call centers in part to mine client data, he said. He said analyzing recorded calls between customer service representatives and customers can help explain, for example, why they are canceling accounts.
Companies have also realized it’s not always cost-effective to offshore the jobs, he said. But businesses with thin profit margins, like cell phone companies, continue to offshore customer service jobs as a means to cut costs, he said.
Posted by Veronica Silva Cusi, news correspondent
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Headquartered in Atlanta, Convergent is a business process outsourcing, revenue cycle and receivables management companies, with fourteen North American operating centers across all four time zones. The company has more than sixty years of history serving a diverse industry customer base, including contact center solutions, receivables management outsourcing, commercial receivables management and healthcare revenue cycle management. Convergent empowers its clients with an innovative combination of an adaptable workflow engine, technology-enabled operations, next-generation analytics and professional services to deliver superior financial performance and high levels of client and consumer satisfaction.
Published: Wednesday, November 20, 2013