Contact Center Solutions Featured Article

Growth Trend in Customer Representative Positions Expected in New Decade

January 13, 2010

For those who currently work or are seeking employment in the customer service representative industry, opportunities are expected to be significant in the next decade. In fact, the Bureau of Labor Statistics, or “BLS,” there will be a large spike in such positions over the next 10 years.

Such growth is good news for U.S. contact centers like Ryla, Inc., a domestic provider of outsourced call center and customer contact solutions. This growth will be a continuation of a trend that started this last year as the company more than doubled its agent workforce by hiring more than 1,000 customer service agents. The company also opened a second contact center facility outside of Mobile, Alabama last spring.

“In the midst of one of the most challenging economic environments in recent years, the U.S. contact center is providing a silver lining through job creation and by delivering excellent customer service that consumers are demanding,” said Mark Wilson, co-founder and CEO of Ryla, in a statement. “In 2009, Ryla met its aggressive plan to triple its revenues and serve as a major source of quality job creation in the communities in which we operate.”

The BLS noted that customer service representative industry is expected to create the third highest number of jobs during the decade, trailing registered nurses and home health aides. According to analyst firm Frost & Sullivan, projections surrounding the industry show that U.S. call center revenues will hit $29 billion by 2014.

According to Wilson, as the company grows its revenues and employee workforce, it will develop additional strategies and programs focused on employee development, job satisfaction and retention. Ryla has announced it is committed to creating 1,200 new jobs by 2011.

“Our ongoing mission is to focus on job quality along with job quantity,” Wilson said. “While it is important for Ryla to create jobs, we also know that we need a workforce that feels empowered and has a high level of job satisfaction in order for us to deliver unparalleled service to our customers which, in turn, creates more business opportunities.”

With a headquarters in Kennesaw, GA. And regional headquarters in Saraland, Ala., Ryla employs more than 3,000 agents today. Aside from the growth trend, the company also saw a more diverse candidate pool in 2009, including a strong mix of younger, tech-savvy job seekers and more mature, experienced candidates.

In October, Ryla announced the hiring 1,500 temporary customer service positions at its Atlanta-area headquarters location. The slated jobs were expected to start immediately.

For more information on Ryla and its approach to the industry, check out this latest whitepaper.

Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Kelly McGuire