Call Center Scheduling Featured Article
Focus Services Opens New Call Center in North Carolina
Focus Services LLC, a privately owned Utah-based call center services provider, recently announced the opening of a new call center facility in Rocky Mount, North Carolina. The company specializes in multi-product telesales and customer relationship management (CRM), and employs more than 3,000 people worldwide.
The new call center, which will ultimately have 150 workstations and about 200 employees, is currently in the process of training new agents, though the process has been made more difficult due to for social distancing during the global pandemic.
“We started our first training class on Tuesday,” Focus vice president of sales and marketing Jan Santafede told the Rocky Mount Telegram. “We normally have 25 in a class, but because of COVID-19, we’ll have 12 to 15.”
During the grand opening, Santafede and Kenneth Loggins, Focus Services’ vice president of operational shared services gave reporters a tour of the new call center, which is located in a former Headway Corporate Resources facility at 115 East Church Street. The call center will initially focus its operations on the building’s second floor, and move down to the first floor as its services and labor pool expand.
According to Loggins, there has been no shortage of applicants for the call center jobs.
“Our first group (for training), we had 67 applicants in three days,” he told the Telegram. “Now, we have about 125 applicants.”
While the training continues, workers are readying the main call center room to be ready for the first set of agents. After training is complete, the new call center agents will transition to the call center floor, maintaining distance from one another. Focus noted that as agents gain experience, some will be transitioned to work from home to enable the facility to operate safely during the pandemic.