During Q3 2015, the U.S. contact center industry saw a total of 22,265 new positions added, minus 5,678 jobs that were cut due to force reductions and closures, reports a recent Smart Customer Service article.
The data, compiled by Dallas-based Site Selection Group and analyzed by nonprofit organization Jobs4America, shows a net total of 16,587 new jobs created between July 1 and September 30 2015.
As noted in the article, the data points to a healthy U.S. contact center industry, despite the organizational and staff restructuring reflected in the numbers. Matt Zemon, chairman of Jobs4America and CEO of American Support, a contact center outsourcing firm based in Holy Hill, FL., says in the article that the results look promising for the industry moving forward.
“[Top U.S. contact center sites] continue to expand their domestic operations creating important new job opportunities for citizens of our country,” he says. Zemon also notes that the top U.S. sites for expansions and job openings include business process outsourcers (BPOs), which typically provide contracted work, and enterprise groups, which typically offer on-site employment opportunities.
As organizations look to improve contact center performance in 2016, speech analytics can help to increase operational effectiveness and enhance the customer experience overall. By automating quality monitoring and call scoring, such technology helps to evaluate agent performance and leverage the voice of the customer as a business asset.