Call Center Jobs Coming Back To America

Thousands of openings across the country

Woman wearing headset in office, side view, close-up

After years of sending call center jobs overseas, companies are bringing the jobs back to America. Customers demanding better service and more use of social media to field questions are helping fuel the trend.

Nearly 1,000 new call center jobs are planned at companies near Detroit. Dialog Direct, which already employs 2,000, announced plans to hire 300 more in Highland Park and 200 in its Grand Rapids offices. Another call center company in Troy, S&P Data, has plans to add 420.

Dialog Direct offers most starting workers from $22,000 to $45,000 and will often pay for training and reimburse costs for licenses, according to the Detroit Free Press.

"Call centers offer great entry-level opportunities for new college graduates or people trying to get a foothold in customer service fields," Amy Cell, senior vice president for talent enhancement at the Michigan Economic Development Center told the Free Press. MEDC has tracked 1,400 new call center jobs in the state.

An estimated 5 million Americans work in call centers. (See What it Takes to Be in Customer Service and visit the AOL Jobs Administrative Careers Hub for more information on the field and job openings across the country.)

As Keontay Kelley told the Detroit Free Press, the job lets him "be the knight in shining armor" helping to solve people's problems while working inside an office and wearing professional clothes.

Matt Zemon, chairman of the nonprofit group Jobs4America based in Chapel Hill, N.C. calculates 180,000 call center jobs were created nationally in 2012.

"The higher the value of the customer, the more likely the job will be in the U.S.," Paul Stockford, director of research for the National Association of Call Centers in Hattiesburg, Miss., told the Free Press. He estimates about 66,000 call centers exist in the U.S.

Last year, General Motors started moving call center jobs from Buenos Aires to the U.S. and about 300 contractors handle customer calls and social media posts.

"Lots of people make a career out of it," Stockford said. "Other people get burned out. If you're picking up a phone, and you've got someone screaming in your ear for something you didn't do, it can be very frustrating."

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RascalFlatts fan

Bank of America has had call centers around the US for years. They have always been "American's First"

August 18 2014 at 10:21 PM Report abuse rate up rate down Reply

Bring back jobs that offer advancement and high pay, not this slave wage no career path telephone answerers.

August 15 2014 at 3:45 AM Report abuse +1 rate up rate down Reply

about time........but i didnt see or hear aol will do it....

August 15 2014 at 12:03 AM Report abuse rate up rate down Reply

About time..........hate when I call a company and I have to speak to somebody out of the U.S. that can barely speak English and if they do, they are nearly impossible to understand. I hope more and more jobs return to the U.S. so that we do not have to deal with any foreigners to do business here.

August 14 2014 at 10:07 PM Report abuse +1 rate up rate down Reply

Thanks to a former president pushed by a certain party to reward companies with tax cuts if they would ship jobs overseas, its all about corporate profits so the 1 percenters can get richer. And if you do not like the influx off illegal immigrints invading the united states you can thank the former president for abolishing the INS that used to round up and deport illegals. its all about destroying the middle class, remember when you vote .

August 14 2014 at 9:26 PM Report abuse rate up rate down Reply

it's about time,I'm sick of getting hold of people with accents so bad I can't understand them.

August 14 2014 at 9:01 PM Report abuse +3 rate up rate down Reply

Yeah I was getting tired of talking to people in India who I could not understand. Lets hope this continues and all call centers will be in the USA.

August 14 2014 at 8:47 PM Report abuse +3 rate up rate down Reply
Carolyn Dunning

You ean I will actually be able to understand what the peson on the other line is saying to me?????????

August 14 2014 at 8:30 PM Report abuse +4 rate up rate down Reply

G R E A T ! ! ! ! It's about time. ALL, corporations , who have out-sourced their telephone services, should follow. There are people who would be very happy, to get ANY work. AMERICA....needs the jobs .

August 14 2014 at 7:34 PM Report abuse +4 rate up rate down Reply


August 14 2014 at 7:26 PM Report abuse +1 rate up rate down Reply

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