Call Center Businesses Continuing to Chug Along Like the Polar Express
December 26, 2012
By Jamie Epstein
, TMCnet Web Editor
While many industries have yet to fully recover from the economy’s downturn, including real estate, call center businesses are thriving like budding flowers. In fact, particularly within Spokane, WA, the area is excelling due to its more than 20 call centers that employ nearly 3,000 people within both Kootenal and Spokane counties.
In a recent piece, it was revealed that there are several factors leading companies to locate their call centers in this region and those include the fact that a majority of the workforce boasts contact center experience and have an overall neutral accent, something very appealing to customers according to Robin Toth, vice president of Business Development for Greater Spokane Incorporated. Further, many office facilities can be rented or bought for a very cost-effective price something that is a huge advantage to a firm looking to enhance its footprint within the Pacific Time zone.
So, why do employees seek out jobs within a call center business? First, work schedules are extremely flexible and enable workers to pretty much select to work during any part of the day since most centers are open 24/7. Also, there is definitely room for advancement within this space and many of the skills learned during these jobs can be applied into other careers including communicating efficiently and dealing with an array of customer issues as well as being productive at all times.
While sometimes these environments get a bad rap for incessantly calling annoyed consumers just as they sit down to dinner, call center businesses are actually vital because “back-office jobs significantly help an overall economy because they fill in so many gaps, whether it’s kids going to school, second (household) income,” said Steve Griffitts, president of Jobs Plus Inc., a nonprofit located in North Idaho said. “And they’re not just temporary. They can be permanent for the individuals that are working there.”
Looking at the country overall, the National Association of Call Centers is highlighting that due to large companies such as U.S. airlines, the vertical has been able to continuously expand in spite of businesses such as Verizon and T-Mobile (News - Alert) outsourcing their call center operations.
Voicent is a call center business solutions provider that is assisting these firms in meeting the needs of next generation VoIP-based call centers through no longer requiring additional hardware or software in addition to being able to more simply monitoring reprocess to measure up to specific campaign goals.
To find out more about the company can enable call center employees to work from anywhere with an Internet connection, click here.
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Edited by Rachel Ramsey