ABC News featured this United States based call center on their World News Tonight broadcast. Ron Claiborne reported on the story that covered a growth trend. While many industries in the United States are laying workers off, the call center industry is experiencing a boom. Interviewed in the segment, was Cecile Williams, of the general manager Messages Plus (MPC) Call Center, in their New York City office. Williams, whose center answers for a variety of businesses, including hospitals, medical and small businesses, stated that there is a growth trend in the call center industry. This is supported by a large number of employers that are hiring operators. A spike of growth in U.S. call center operations has helped the industry move forward.
Years ago there was a trend of outsourcing call center services overseas. The inexpensive cost of labor in countries such as India, Pakistan and the Philippines, coupled with advancements in technology made outsourcing, on paper, seem like the right fit. Yet, as is the case in many situations, things aren’t always the way they seem on paper. The U.S. consumer found frustration and in some cases, incompetence in dealing with overseas operators. While many of these operators had mastered the English language, the cultural difference, and the fact that subtleties of the language were misunderstood could not be overcome. Many conversations seemed more like a comedy routine than a business transaction. Companies were finding that it was not only providing poor customer service, but costing them revenue from lost business.
As overseas outsourcing has diminished, a shift of opportunities domestically has been a welcome relief to an economy that is losing more jobs than it is producing. Over five million Americans go to work at an answering service, call center or contact center. And the industry is growing. And that could not be more evident than within the walls of MPC. Being featured in the ABC Broadcast has not only boosted morale, but business as well. After the story had run, Ms. Williams reports a large spike in customer inquiries. This has been especially helpful considering that this Manhattan based telephone answering service has seen an even larger spike in applications for employment. Things are looking up for the call center industry in general and for MPC Call Centers in particular.
For more information regarding MPC Call Center, please visit http://www.messagesplus.com or call 1-800-776-4448.