News : On the Phone: Call Centers are Providing Area with Jobs
High Point, May 26, 2014 -- Want a job? A call center might be a good place to start.
Customer contact or customer service centers — as call centers are now dubbed in the world of corporate-speak — abound in High Point, mostly in the northern part of the city.
The latest example is APAC Customer Services in the Piedmont Centre business park.
The Bannockburn, Ill.-based outsourcing company, which answers sales and support customer-service calls for corporations, announced in April it will add 500 jobs at its High Point location in phases through July after landing a major contract to serve a telecommunications firm.
Beyond this, it has tentative plans to bring in an additional 300 workers if expected business from other clients picks up.
"High Point has seen significant growth in customer service jobs over the last year," said High Point Economic Development Corp. President Loren Hill. "APAC’s recent announcement is impressive. Newell Rubbermaid has grown by more than 116 jobs since September, and Sears Product Services Marketing Center added 30 jobs in 2013."
The jump in call center growth appears to be fueled in part by more companies bringing work back to the U.S. that had been outsourced overseas.
In recent years, High Point has benefitted from the trend, with several major corporations choosing to base part of their customer contact operations here.
Last summer, Newell Rubbermaid announced it was adding 116 jobs to its work force of 170 at its Levolor and Kirsch facility in Piedmont Centre.
The facility answers customer questions about company brands, which include Sharpie, Paper Mate, Rolodex, Rubbermaid and Goody.
The growth of call centers has come at a critical time, as High Point tries to move on from the decline of traditional employment sectors, such as furniture and textile manufacturing.
"A look at the industry sectors of High Point’s top 20 largest employers helps show how well we have diversified our economy," Hill said. "Such diversification is good news for High Point — no economy should be dependent on just one or two industry sectors. Customer service is an important industry sector in High Point and is well represented on our largest employers list."
Posted by Veronica Silva Cusi, news correspondent
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Expert Global Solutions (EGS) is a global customer service organization, delivering leading outsourced solutions, for customer and financial care. Serving the world’s leading companies, EGS helps decision-makers delight their customers and deepen brand engagement. With revenues of $1.2B, EGS has over 40,000 employees in more than 70 locations across 11 countries. EGS customer care support services, delivered through voice, text, chat and email, span the customer management experience. From answering product-related questions and technical support, to up-selling and cross-selling, to social care. For financial care, EGS supports critical financial management functions, such as accounts receivable management, revenue cycle management, and order to cash. EGS has deep vertical expertise, with a unique understanding of industry-specific needs, including healthcare, financial services, logistics, online retail, technology, telecommunications and utilities. An award winning company and equal opportunity employer, EGS is committed to delivering an exceptional customer experience, in every interaction.
Published: Thursday, May 29, 2014