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Publisher of Call Center Times Interviewed by ABC News.com

May 31, 2012

Publisher of Call Center Times Interviewed by ABC News.com

... Nosa Eke of the online publication Call Center Times said the commitment to 100,000 jobs would "boost morale across the country" and attract people looking for work including retired Americans and college graduates.

Five million Americans work at so-called "contact centers" in the U.S. -- more than 400,000 of them are at telephone call centers -- and 4,000 new call center positions are added every month.

Eke said that in the last six years, new technologies such as instant messaging, webchats and email had forced changes in the type of customer service representative a call center company recruited and how workers were compensated.

"It used to be that 100 percent of call center [interactions] occurred over the phone," Eke said. "That has diversified. Now companies need people who are comfortable with new technologies. The needs [of a customer] have become more sophisticated. Now you need people who can write, communicate at a customer's level. There has been a change in skill set required in call centers."

Eke said that had affected the call center pay structure as well. "The average person [working at a call center] is making $14, $15 an hour. That's a jump from $10 seven years ago," he said.

To read the article in its entirety, please click on the following link:

http://abcnews.go.com/Business/Economy/plan-100k-call-center-jobs-boost-thriving-business/story?id=14232838

 
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