News : Las Cruces Call Centers Ringing Up Success
Las Cruces, NM, USA, Aug 24, 2015 -- With close to 2,000 call center jobs and an additional 300 on the way, the Las Cruces call center industry is ringing up a favorable reputation.
While some view job creation in what is known in economic development circles as 'back-office jobs' as less profitable employment opportunities, the nine call centers registered with the city offer jobs with average wages running from $8.25 up to $11.36 with benefits and, in some cases, incentive programs. Employers say the opportunities for entry-level training and advancement to supervisory and management positions offer beginning employees great opportunities as well as offering those seeking extra employment chances to earn a few bucks with flexible schedules.
Two recent announcements, SiTel adding another 100 positions and Convergys tacking on an additional 200 jobs, point to the local market continuing to grow due not only to the city's location and climate, but the local workforce and the fact that many residents are fluent in multiple languages. Industry leaders say that growth is going to continue. In addition to SiTel and Convergys, the city reports Empereon, Allstate, VMC, RDD, General Dynamics, CyraCom and Aggie Pride all operate centers, according to Gary Camarano, the economic development coordinator for the City of Las Cruces.
However, the available pool of talent needs to be increased to support the growing industry and available building space is becoming scarce for the rapidly expanding businesses.
"I think we are kind of reaching a saturation point," Camarano said. "But they are jobs and give the young folks some experience."
SiTel is not alone in their expansions. Convergys recently received state funding to expand their workforce by 200 people, further expanding the workforce opportunities for Las Crucens.
Jon Barela, the state's economic development secretary, said the jobs allow for growth, help people who might otherwise remain unemployed and add to the state's economic growth. And, he added, it decreases the state's reliance on federal spending at our military bases and national laboratories by broadening the array of jobs available.
"The back-office industry plays a valuable role in diversifying New Mexico's economy," Barela said. "It is one of several sectors we are committed to growing. This industry provides New Mexicans good jobs with benefits and offers career advancement opportunities."
SiTel's Muñoz noted that advancement is part and parcel of the opportunity afforded by these job opportunities.
Posted by Veronica Silva Cusi, news correspondent
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As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With 30 years of industry experience, Sitel’s 56,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation.
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: Tuesday, August 25, 2015