Customer Experience News & Trends

Will call centers prompt the next economic boom?

Call centers may help the economy bounce back and thrive. Here’s how.

The Federal Communication Commission predicts call centers will add 100,000 new jobs to the American economy in the next two years.

Many of those jobs are expansions of current operations or new centers altogether. Some of the jobs are positions moving back the United States after being outsourced overseas for several years, the FCC Chairman Julius Genachowski said.

Companies plan to hire more at-home agents and expand their facilities to include operations in smaller towns across the country, the chairman added. All of this is more possible because of broadband-enabled technology.

With a growing number of call centers, contact center managers may want to take steps now to ensure they’re best agents don’t walk out the door to greener pastures. Some keys:

  • Help agents create a career path within your organization
  • Have fun. It’s hard to walk away from something you enjoy!
  • Praise good work. People don’t leave places where they’re appreciated.

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