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US Contact Center Jobs Continued to Increase in the First Quarter of 2015

April 21, 2015

The number of new U.S. contact center jobs was on the rise in the first quarter of this year, according to a jobs4america report.

The first quarter saw a balance of 7,965 additional U.S. contact center jobs. This number was reached by taking the 13,669 new positions in this realm and subtracting the 5,704 jobs eliminated on this front during the quarter.

Corporate Call Center, which added 1,400 new call center positions in Blue Bell, Pennsylvania; Convergys, which hired on 1,000 new call center workers in Phoenix; and HGS, which supplemented its workforce with 750 new employees in El Paso, Texas, were the top three organizations that contributed to this increase. Others included Teleperformance, Startek, AAA, Servico, Convergys (in this case, with 400 positions in Watertown, NewYork), Moneypenny, and Firstsource.

On the other side of the coin were Maximus, which eliminated 1,500 call center positions in Idaho; Wells Fargo, which dropped 1,000 workers in Milwaukee; Sitel, which lowered headcount by 675 in Augusta, Georgia; NCO, which dropped 270 workers in Lenexa, Kansas; iQor, which lost 251 positions in Pueblo, Colorado; NCO Group, with 179 fewer individuals at its Kansas City, Missouri, location; and Strategic Fundraising, which closed its Springfield, Missouri., call center, which had employed 100 people.

Contact center jobs have been on the rise in recent quarters. The fourth quarter of 2014 saw 14,544 net new U.S. contact center jobs, according to jobs4america. During this time, AAA, Comcast, Congnizant, and Unisys all expanded their U.S. presence. And in the third quarter of 2014 the U.S. contact center arena added 16,080 net new jobs, with Alliance Data, GM Financial, Interactions Corp., Lowes, Nationwide Insurance, and Zulily contributing to the upward trend.

More than 5 million Americans, who represent nearly 4 percent of the U.S. working population, are employed in contact centers in more than 50,000 locations.

Edited by Dominick Sorrentino