Call Center Jobs Coming Back To America

Thousands of openings across the country

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


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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dgarcia1111

What about Customer Service jobs? Twenty years ago American Express had 2500 Customer Service jobs located in South Florida at it's regional office. Now there are less than one hundred located there. The rest all went to India. Kind of takes "American" out of the equation. Shame on you American Express and it's CEO Ken Chenault.

October 10 2014 at 6:25 PM Report abuse rate up rate down Reply
Jon

It's simple; if Americans will demand that the companies they do business with have call centers in the United States that respond well to consumer issues and inform them they will take their business to a competitor who has excellent call center services in the United States, CEO's like Romney boy will get the message finally. When a foreign person cannot even pronounce your name and a consumer by speaking English slowly and politely cannot get a resolution, it is time to do business with a company that cares enough to pay an American to help an American who purchased their service or product HERE IN AMERICA. Back years ago, possibly late 1980's early 1990's, our employer changed to another Healthcare PPO and if you did not go to their physicians in their network, you paid half the cost. All of us were given a "provider" handbook of physicians in our city. I lived in a city then of approximately 100,000 persons adjacent only twenty miles away from a city of a half million people. There was only one physician provider in that city, the next one was 45 miles away. I called the office and the physician answered his phone and spoke with a very heavy accent, he could not even write my name, even when I spelled the four letter word for him, very politely,
J O H N. He still could not get my first name correct, so I finally said,"forget it." Then he came back and said "so your name is forget it !" I hung up, called the Insurance Company and told them my experience and the lack of "providers" within a radius of our work place and told them there was no way I was going to that crazy physician who hung out a shingle, I told them he was supposed to be an Internal Medicine Specialists and Surgeon, and I was afraid he would manage to get me into their crazy system somehow, sedate me, "my being a man" and the physician, would tell the other surgical room persons: "OH I SEE NOW ! HE NEEDS A HYSTERECTOMY." "Provider" alright, about to get sued to the ying yang. That ignorant company changed their plan so fast we all were shaking our heads and the HR negotiator for Insurance Protection resigned and we never heard from him again. So if this makes me a racist, you can go where everyone who thinks they know the Bible does not want to go!

Another gripe too, what is wrong with calling a physician, doctor or a nurse, nurse or a hospital a hospital. Provider is just another tool to bill you for twenty services you didn't ask for or ever saw their face or they did anything for you. The only way this American Medical System is going to be set straight is for single payer to be in place and nationalized medicine with the option of also purchasing additional insurance like most other sensible nations do who are healthier than we are and pay a lot less and are aggravated by the incompetent medical system a whole lot less.

October 09 2014 at 10:07 PM Report abuse rate up rate down Reply
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
iamthetruther8

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
dorc792

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
Brendasmom

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
peach2man

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
wayne8734

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
minimaniac99

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

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