The contact center industry in the United States created 13,669 new jobs during the first three months of this year, as Convergys, HGS and Teleperformance continued to expand in the North American market.
Although more than 5,000 jobs were lost due to the closure of several call centers, the industry recorded net growth of 7,965 jobs during the period, said Jobs4america, which tracked the job growth.
“Quarter after quarter the American contact center industry continues to grow,” stated Matt Zemon, Chairman of jobs4america and CEO of American Support. “This quarter we once again recognize AAA for their continued job creation as well as BPO’s like Convergys, HGS and Teleperformance for continuing to promote the value of US-based sales and customer service to their clients.”
Corporate Call Center created 1,400 jobs in Blue Bell, PA, while Convergys created 1,000 in Phoenix, AZ. Indian outsourcing firms Hinduja Global Solutions (HGS) and Firstsource created 750 and 350 jobs respectively during the period.
Startek, which had closed dozens of call centers across the United States due to cancellation of contracts with a few telecom clients, appears to be making a comeback. This year it added 682 employees to its workforce in the United States after launching a delivery center in Hamilton, OH.
But other U.S. call center firms like Sitel appear to be downsizing their operations in North America. Sitel has shed nearly a thousand jobs in the past three months, while Maximus and iQor removed 1,500 and 250 respectively.