U.S. Contact Center Industry Nets Almost 8,000 New Jobs in Q1 2015



Between January 1, 2015 and March 31, 2015, jobs4america recorded 13,669 new U.S. jobs announced by the contact center industry. After accounting for 5,704 lost jobs due to call center and closures, there were still 7,965 net new U.S. contact center jobs created. Jobs4america uses data compiled by Site Selection Group to record U.S. job creation.

“Quarter after quarter the American contact center industry continues to grow,” said Matt Zemon, chairman of jobs4america and CEO of American Support, in a statement. “This quarter we once again recognize AAA for their continued job creation as well as business process outsourcers (BPOs) like Convergys, HGS and Teleperformance for continuing to promote the value of U.S.-based sales and customer service to their clients.”

Top 10 U.S. site expansion/openings: January 1, 2015 through March 31, 2015  

1. Corporate Call Center (1,400 in Blue Bell, PA)

2. Convergys (1,000 in Phoenix, AZ)

3. HGS (750 in El Paso, TX)

4. Teleperformance (750 in Louisville, KY)

5. Startek (682 in Hamilton, OH)

6. AAA (600 in Clearfield, UT)

7. Servico (400 in Rockford, IL)

8. Convergys (400 in Watertown, NY)

9. Moneypenny (400 in North Charleston, SC)    

10. Firstsource (350 in Eugene, OR)    

Top 10 U.S. site closures/downsizing: January 1, 2015 through March 31, 2015

1. Maximus (1,500 in Bose, ID)

2. Wells Fargo (1,000 in Milwaukee, WI)

3. Sitel (675 in Augusta, GA)

4. Nationwide Insurance (600 in Canton, OH)

5. Nationwide Insurance (340 in Lynchburg, VA)     

6. Sitel (278 in Painted Post, NY)

7. NCO (270 in Lenexa, KS)     

8. iQor (251 in Pueblo, CO)

9. NCO Group (179 in Kansas City, MO)

10. Strategic Fundraising (100 in Springfield, MO; closed)

Related Articles

The nonprofit association Jobs4America recorded 22,265 new positions in the U.S. contact center industry in the third quarter of 2015. After subtracting the 5,678 jobs that were cut due to force reductions and closures, the firm recorded a net total of 16,587 new jobs created between July 1 and September 30.

Posted December 22, 2015

WorkFlex's agent self-scheduling empowerment tool is expanded beyond hours and days to the type of work performed during the day.

Posted April 05, 2016