Call Center Training Needs Increase with U.S. Center Expansions

There has been a spate of recent call center expansions in the U.S. that will require exceptionally skilled well-trained contact center staff to provide high quality/high-touch service.

For example, global BPO firm Sitel has been experiencing hiring growth at three of its contact centers:

50 new positions at the Corning (News - Alert), N.Y. center to provide real-time chat support for a global broadband and telecommunications company’s Website. The contact center agents will assist multiple customers simultaneously, thereby increasing the number of sales per hour. The facility, which opened in 2008, currently houses more than 100 employees.

“These new cutting-edge positions will help solve the online service and support challenge to capture the cyber customer’s interest and engage the customer at the most appropriate times,” says Joel Campos, site director of Sitel’s Corning facility. “As the Web continues to become the preferred customer support channel, Sitel has created the building blocks for our client’s Web engagement to capture the voice of their customers and optimize return on customer investment.”

150 positions at the Oak Ridge, Tenn. center to provide inbound services for a leading consumer loan banking and casualty insurance company. Agents will gain hands-on experience and advancement opportunities in providing support for the client’s customers across the U.S.

This announcement marks the second time in less than a year that Sitel has sought additional staff for the Oak Ridge center. It had previously recruited 200 agents for the facility, which opened in 1998 and currently houses more than 500 employees.

Sitel’s expansion plan includes the hiring of consumer loan associates and property casualty licensed insurance agents. Generous sign-on bonuses are being offered to candidates who are currently property and casualty licensed. However, all service-oriented individuals with general knowledge of the banking, credit and mortgage industries are encouraged to apply; qualified applicants will receive pre-certification training, paid by the firm to acquire their property and casualty license.

 “The last expansion resulted in tremendous personnel growth, with many of those call center agents moving into managerial roles,” says John Miller, site director of Sitel’s Oak Ridge facility. “We’re excited for the next phase, leveraging more of the vibrant workforce in the Greater Knoxville community to build on our ongoing successes and commitment to our clients.”

30 position at the Asheville, N.C. center. The agents will provide inbound customer care as part of an expanded contact with a national health insurance provider.

“Our facility’s recent growth is a testament to the high quality of service our employees deliver,” says Jean Harmon, site director at Sitel. “We’re excited to welcome a new class of associates to continue our success and further strengthen the vibrant Asheville community.”

As the Sitel announcements illustrate, the contact center openings that are and will likely be occurring will require well-trained staff including exceptionally able supervisory and managerial personnel certified on their skills. The RCCSP Professional Education Alliance provides just that through its comprehensive contact center training and certification programs that are offered both at seminars located nationwide, virtually and optionally on-site.

“RCCSP, celebrating its 15th year of service to the contact center and IT support communities, provides access to the world's most comprehensive network of call center, help desk, ITIL, telecommunications, and outsourcing training and certification providers,” says Nina Kawalek, CEO. “The RCCSP Professional Education Alliance brings together the world’s biggest and best training companies from the U.S.: all with long-standing and deserved reputations for quality content, experienced instructors, and outstanding customer service, through a single point of contact.”