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Xerox Put in the Spotlight as Amazon Kicks Off Call Center Hiring in Lexington

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May 15, 2012

Xerox Put in the Spotlight as Amazon Kicks Off Call Center Hiring in Lexington

By Jamie Epstein, TMCnet Web Editor


As companies continue to see success and expand their customer base, new call centers begin hiring initiatives to meet increasing demands from newly attained consumers. Such is the case with Amazon.com (News - Alert) revealing that it will be opening a new customer service call center in Lexington, Ky. which will bring onboard around 3,000 employees in total. This location has proved to be a highly attractive destination for newly opened call centers as of late, as Xerox already has a contact center situated here.


When comparing the two contact centers, Amazon.com, a company that will be hiring more 500 permanent employees, will be paying new hires round $15 an hour plus benefits while Xerox is only shelling out around $10 hourly.

In a recent article, Xerox CEO Ursula Burns and Connie Harvey, chief operating officer of Xerox Services sat down to discuss the new center and what its overall impact could be the call center hiring space within this region.

When asked about the difference in pay Burns responded,” I would expect that any expansion in a tight economic area would put pressure on all the aspects of employment. ... But we have a business to run. We pay the market. So we'll continue to pay to market on the jobs we have in Kentucky, and as Amazon comes on board. So if it's a like job, we'll compete, obviously.”

What is the strategy behind of these call centers relocating to Kentucky? Well, one major factor is the huge population that encompasses an educated workforce.

Harvey added, “So the population is there. And we have not, at least until this point in time, had trouble finding employees. If we started having trouble finding employees, we would not be putting more jobs here. So we'll see how it plays out.’

When hiring for a call center, retention is a crucial element that could make or break a center because without a steady, dedicated workforce in tow, the center will ultimately not succeed.

FurstPerson’s call center hiring portfolio encompasses multiple aspects including customer care, technical support, both inbound and outbound sales, collections, home agents, supervisors, staffing and RPO. When leveraging these solutions, the call center hiring provider will help contact centers to reduce retention by 10 to 70 percent, ramps up performance by five to 30 percent for new hires, improves new hire training rates, and cuts down the time it once took recruiters to ensure that candidates had the skill set needed for a specific position.

To find out how this company can help your call center continue to see great success, click here.




Edited by Amanda Ciccatelli







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