Impact Learning Systems


Good News for the Call Center Training Industry! Malcolm Carlaw

Good news is a bit harder to come by these days but it is still out there.  One of the bright spots in the job mar­ket is call cen­ters. Net growth in the call cen­ter sec­tor was 11,628 jobs in June. That’s about 5 times the monthly aver­age for the last 12 months.

CB Richard Ellis tracks gains and losses in the call cen­ter indus­try and also keeps an eye on the Bureau of Labor Sta­tis­tics.  They com­piled the fol­low­ing graph.  The green line rep­re­sents jobs gained; the red line, jobs lost. Notice the spike in the green line at the end of the graph. That’s the good news.

cbre june call center stats11 Good News for the Call Center Training Industry!

It’s not clear why there’s a hir­ing surge in June but it’s a hope­ful sign for those of us in the cus­tomer ser­vice train­ing busi­ness.  If we dig into the data a lit­tle, there are other inter­est­ing tidbits.

Out­sourcers made a sig­nif­i­cant con­tri­bu­tion by adding 34% of the jobs. This prob­a­bly reflects tac­ti­cal deci­sions by com­pa­nies feel­ing the pres­sure of the econ­omy. By out­sourc­ing rou­tine tasks such as basic ser­vice, sales, and analy­sis, com­pa­nies can sig­nif­i­cantly reduce pay­roll, focus on their core com­pe­ten­cies and pro­tect the essence of their com­pany.  Out­sourc­ing com­pa­nies like Sitel, APAC, and Pre­ci­sion Response Cor­po­ra­tion ben­e­fit from these defen­sive moves.

The indus­tries that were hir­ing directly into their call cen­ters and not using out­sourcers were also interesting.

  • The Cen­sus Bureau hired 4,925 peo­ple to sup­port the 2010 cen­sus. While these jobs will even­tu­ally go away, they’re prob­a­bly good for a few years as the Cen­sus Bureau col­lects data and then answers ques­tions from the pub­lic. Inter­est­ingly, 250 of these jobs were cre­ated over­seas to count Amer­i­cans liv­ing in other countries.
  • The Telecom­mu­ni­ca­tions indus­try added 1,880 employ­ees.  No doubt to sup­port all the new iPhones out there.
  • The Finan­cial Ser­vices indus­try added 2,330 new jobs.  This may seem sur­pris­ing con­sid­er­ing the bank­ing sec­tor crash ear­lier this year — but those of us who lost money in this reces­sion have a lot of ques­tions and some­one needs to give us answers.

All-in-all, 29,000 jobs were added to the call cen­ter indus­try dur­ing the first half of 2009. That’s not bad.  It doesn’t have much of an effect on the 1.5 mil­lion unem­ployed, but it’s going in the right direc­tion. There are hope­ful signs and it does give a lit­tle boost to those of us in call cen­ter train­ing.

Mal­colm Car­law cur­rently serves as the Exec­u­tive Vice Pres­i­dent of Impact Learn­ing Sys­tems, a com­pany ded­i­cated to pro­vid­ing world-class cus­tomer ser­vice and sales train­ing to front-line agents. He speaks reg­u­larly at trade shows and indus­try con­fer­ences. He holds an MBA in orga­ni­za­tional devel­op­ment and finance. Mal­colm is an avid pho­tog­ra­pher, enjoys inter­na­tional travel, and man­ages to keep his orchids bloom­ing most of the year.
2 Good News for the Call Center Training Industry!
Mal­colm Carlaw
View all posts by Mal­colm Car­law
Share and Enjoy:
  • printfriendly Good News for the Call Center Training Industry!
  • email link Good News for the Call Center Training Industry!
  • facebook Good News for the Call Center Training Industry!
  • twitter Good News for the Call Center Training Industry!
  • linkedin Good News for the Call Center Training Industry!
  • googlebookmark Good News for the Call Center Training Industry!
  • digg Good News for the Call Center Training Industry!
  • delicious Good News for the Call Center Training Industry!
  • technorati Good News for the Call Center Training Industry!
  • Philip Jarina

    Elec­tri­cal Indus­try Call Cen­ters in North Amer­ica require Elec­tri­cal prod­uct knowl­edge. My blog offers free elearn­ing for this demand.

    Philip Jarina

  • Smith

    I am a reg­u­lar vis­i­tor of your blog and I like read­ing call cen­ter arti­cle at your blog. Do you know that a call cen­tre pro­vid­ing the Government's National Flu Pan­demic Ser­vice for Eng­land has breached guid­ance for employ­ing under-18s by allow­ing 16-year-olds to work past 10pm, it has emerged.

  • out­sourc­ing providers Philippines

    Good to know. I think that as long as the BPO indus­try is boom­ing, there will always be a need for coaches who need to train agents to do their jobs well. While the econ­omy is in bad shape, I can't say that this is an entirely bad thing, since this means that com­pa­nies will always strive to find ways to run their com­pa­nies in a more cost effec­tive way, which is where out­sourc­ing comes into play.

  • Cust­Serv: Cus­tomer Rela­tions: The New Com­pet­i­tive Edge

    […] a train­ing com­pany and I’d like to put a plug in for our cus­tomer ser­vice train­ing but really, just as important […]

Alltop, all the top stories

We're an Alltop blog, and regularly contribute to The Customer Collective and CustomerThink.

Back to Top