[July 02, 2009]

Call center to cut 250 jobs in Akron

Jul 02, 2009 (The Akron Beacon Journal - McClatchy-Tribune Information Services via COMTEX) -- An international company that three years ago came to town promising 600 full- and part-time call center and technical support jobs -- or the equivalent of 400 full-time jobs -- announced it will cut its staff by half at the end of August.

In a press release, Teleperformance USA said it will lay off 250 employees beginning Aug. 31. The jobs are in classifications called "exempt" and "non-exempt," referring to managerial duties.

SR. Teleperformance Group of Paris started taking calls for its Teleperformance USA operations at 150 E. Market St. in April 2006.

The company leases all three floors and 52,000 square feet of a former Ohio Bureau of Employment Services building for a 24-hour-a-day operation. The building was renovated and is owned by a group of investors that includes Akron historic building renovator Tony Troppe and Jill and Bob Madden, who recently have begun opening a competing call-center firm across town, PlusOne Communications.

Bob Madden was also a vice president of national accounts and consultant for Teleperformance at the time the firm came to Akron.

In the press release, Teleperformance said the center had provided customer care services on behalf of a major cable communications provider.

"The layoffs are a direct result of the client's decision to reduce excess capacity and streamline some operations into a lesser number of locations. Teleperformance management emphasized the client decision is not a reflection of performance at the Akron location, but rather a strategic move designed to better align resources and enable the client to fully focus on its core competencies," the statement said.

Company spokesman Mark Pfeiffer said he could not identify the client for confidentiality reasons.

Three years ago when the company arrived in Akron, company officials said they would be taking inbound customer service calls and offer technical support for Cox Communications of Atlanta.

Mayor Don Plusquellic and deputy mayors David Lieberth and Bob Bowman were notified of the layoffs Wednesday.

"This is a reflection of the national economic downturn, and is the result of the company's national client wanting to reduce overall costs. We do not believe it is related to the business of any other Akron area call center," Lieberth said. "The mayor is concerned about any loss of jobs in the city, and we continue our efforts to generate new jobs and retain the employment that we have." The Maddens were not available for comment regarding the Teleperformance layoffs or whether they believed the layoffs would affect the new PlusOne Communications at 1115. S. Main St. The new company has had hundreds of people wait in line to apply for jobs.

The company said it projects to have up to 1,500 employees in 15 months.

Troppe said Thursday he was not aware of the layoffs.

"All I've ever seen there is that parking lot is always full," he said.

Teleperformance has a long-term lease to use the entire building.

"A smart Teleperformance vendor is going to say, 'We have room to fill in other needs.' I try to find the silver lining. These guys are smart businessmen and they have a long-term lease," Troppe said.

He said layoffs are the symptom of the day across the country.

"The sun is going to shine tomorrow and someone is going to need a phone call or a thousand," he said. "The capacity is there; the infrastructure is there. I provide the place for the businesses. It's their job to find other clients. I'm here to serve. I'll provide a great place." Teleperformance said it is actively pursuing new business development opportunities in an attempt to replace the work being shifted to other locations. The company said it would work closely with local officials to ensure the affected staff receive support during the transition period.

Betty Lin-Fisher can be reached at 330-996-3724 or blinfisher@ thebeaconjournal.com.

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