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Contact Centers Contact Centers GEORGIA IS A LEADING CONTACT CENTER AND BUSINESS SERVICE CENTER DESTINATION Major Customer Care and Teleservice Centers in Georgia Georgia: Among the Top 10 States for Customer Engagement Talent ¨¦§75 ¨¦§85 ROME «¬400 ¨¦§985 949 ¨¦§575 Georgia is the seventh largest market for contact ATHENS Georgia offers a variety of market sizes for ¨¦§20 ATLANTA 2,313 111,453 center-related talent. Moderate wages, a prominent contact center talent at moderate wages. ¨¦§20 AUGUSTA headquarters base and a distinction for work ethic ¨¦§85 6,220 Contact Hourly contribute to the success of this industry in the state. MSA Center Jobs Earnings ¨¦§185 MACON Atlanta 111,453 $18.14 3,063 While most of Georgia’s customer contact centers ¨¦§16 COLUMBUS Augusta 6,220 $13.19 4,365 are in metro Atlanta, major teleservice and customer SAVANNAH Columbus 4,365 $15.26 3,219 care centers are located all over the state. Georgia Savannah 3,219 $14.51 ¨¦§75 ¨¦§95 is home to 299 contact center operations, employing ALBANY Macon 3,063 $16.43 2,335 more than 162,000 workers. Albany 2,335 $12.97 VALDOSTA 1,746 A pipeline of 1,984 annual graduates from the Athens 2,313 $13.75 state’s technical schools with related customer Valdosta 1,746 $12.14 *Locations with 50 or more employees. Occupations include: computer service certificates offers a steady stream of ready Gainesville 1,719 $14.72 network support specialists, computer user support specialists, Dalton 1,640 $16.50 telemarketers, bill and account collectors, customer service skilled workers, not including the 69,000 students representatives, reservation and ticket agents and travel clerks. Source: graduating annually from the state’s colleges and Warner Robins 1,417 $16.66 EMSI 2017.2Q; Georgia Power Community & Economic Development Rome 949 $17.09 Contact Center Database, 2017 universities. Georgia’s technical colleges offer customer service certifications, so that new and Brunswick 811 $13.14 expanding businesses can take advantage of high- Hinesville 293 $16.58 299 quality training. Source: EMSI 2017.2Q Number of customer care, corporate solution and telemarketing operations in Georgia1 Recent Customer Contact Locations, 2013-2017 8,600 Company Workers Year Company Workers Year Number of new jobs over the past five years from new Kaiser Permanente 816 2016 Unisys 700 2014 or expanding contact center operations1 Voxpro 500 2016 Blue Cross Blue Shield 640 2013 Anthem Inc. (expansion) 450 2016 (expansion) th Hollis Cobb (expansion) 450 2016 Urban Outfitters* 225 2013 7 Convergys 450 2016 VoiceNation 200 2013 Ranking of the Georgia market for highest Sykes Corporation 400 2016 Onshore Outsourcing 150 2013 number of contact center-related jobs2 OnBrand24 (expansion) 140 2016 Teleperformance 130 2013 VXI Global Solutions 570 2015 WOW! 120 2013 Blue Cross Blue Shield OnBrand24 100 2013 1,980 1,500 2014 Number of students obtaining certificates in customer Customer Service Hub TOTAL 8,661 service and computer support in 20152 Chime Solutions 1,120 2014 1. Source: Contact Center Database, Georgia Power Community & *Additional job creation within the next two to five years Source: Contact Center Database, Georgia Power Community & Economic Development, 2017 Economic Development, 2017; 2. Source: EMSI 2017.2Q GEORGIA POWER COMMUNITY & ECONOMIC DEVELOPMENT – YOUR PARTNER IN BUSINESS © GEORGIA POWER, JULY 2017 1 Georgia: A Leading Contact Center Hub Voxpro’s 500 Job Center of The abundance of corporate headquarters drives a thriving contact center talent base. Excellence Coming to Athens “Our success is built on delivering beautiful Georgia’s FORTUNE 500 Companies customer experiences and it’s our people Georgia ranks eighth among states with the most FORTUNE 500 headquarters locations. and our culture that provide that point of difference. We know we’ve found those Georgia is home to 17 State FORTUNE Revenues people in Athens. North America is a Rank Company Rank (in millions) Location FORTUNE 500 companies. critical part of our growth strategy, and we 1 The Home Depot 23 $94,545 Atlanta Many of these headquarter are excited to establish our latest Center of locations include customer 2 United Parcel Service (UPS) 46 $60,906 Atlanta Excellence in Athens-Clarke County.” support and teleservice 3 The Coca-Cola Company 64 $41,863 Atlanta operations. Isolating those 4 Delta Air Lines Inc. 71 $39,639 Atlanta Dan Kiely, Co-Founder and CEO, Voxpro functions is difficult, resulting 5 Aflac Incorporated 126 $22,559 Columbus Source: “Voxpro to Create More than 500 Jobs in in undercounted customer Athens-Clarke County,” Georgia Department of Economic 6 The Southern Company 145 $19,986 Atlanta Development Press Release, 8.3.2016 contact center operations. 7 Genuine Parts Company 180 $15,340 Atlanta 8 First Data Corporation 242 $11,584 Atlanta 9 SunTrust Banks, Inc. 303 $9,161 Atlanta 10 Mohawk Industries, Inc. 311 $8,959 Calhoun 11 Veritiv 331 $8,327 Atlanta 12 PulteGroup, Inc. 353 $7,669 Atlanta 13 HD Supply Holdings, Inc. 364 $7,524 Atlanta 14 AGCO 370 $7,411 Duluth 15 NCR Corporation 409 $6,543 Atlanta 16 Asbury Automotive Group, Inc. 410 $6,528 Duluth 17 Intercontinental Exchange 437 $5,958 Atlanta Source: FORTUNE magazine, June 7, 2017 Leading Contact Center Employment Hubs in the U.S. Atlanta is the fifth largest employment center in the country for contact center-related workers. Seattle Contact Employment Center- Hourly Porland Rank MSA Related Jobs Earnings 1 New York 230,841 $20.39 Minneapolis 2 Los Angeles 151,277 $19.53 San Francisco Salt Lake City 3 Dallas 144,117 $18.41 Boston Chicago 4 Chicago 138,438 $18.71 Denver Pittsburgh New York Columbus 5 ATLANTA 111,453 $18.14 Los Angeles Philadelphia Kansas City St. Louis Baltimore 6 Phoenix 105,856 $16.31 San Diego Phoenix Washington 7 Miami 100,619 $15.15 Charlotte 8 Houston 86,741 $17.65 Dallas ATLANTA 9 Philadelphia 79,288 $18.69 30,00030,00 –0 45,000- 45,000 Austin 10 Washington 77,662 $23.00 San Antonio Houston 45,00145,00 –1 65,000- 65,000 65,00165,00 –1 100,000- 100,000 Tampa Source: EMSI 2017.2Q Orlando > >100,000 100,000 Miami Note: MSAs with 30,000 or more workers shown. 2 GEORGIA POWER COMMUNITY & ECONOMIC DEVELOPMENT – YOUR PARTNER IN BUSINESS © GEORGIA POWER, JULY 2017 Low Wage Rates and Low Cost of Doing Business Atlanta’s wage rates are competitive among some of the nation’s top customer contact locations. The workforce in Atlanta and throughout Georgia is highly skilled with a strong work ethic. Customer Accounts Receivable Management contact center employers are able to find the employees they need at the right price here in Georgia. Company, Hollis Cobb Associates, Expanding Regional Headquarters Most Affordable Contact Center Markets, Sorted by Lowest Hourly Wage* “Establishing a foothold in the Gwinnett Place location builds upon Hollis Cobb’s strategy of committing to locations with quality employees who can best serve our clients. Gwinnett County is a leader in quality workforce and we have found this State MSA Employment for Total Selected Occupations for Hourly Wage Selected Occupations Computer Network Support Specialists Computer User Support Specialists Telemarketers Bill and Account Collectors Customer Service Representatives Reservation and Ticket Transportation Clerks Agents and Travel to be invaluable to our organization.” GA AUGUSTA 6,220 $13.19 $26.13 $18.04 $9.60 $13.50 $12.23 $13.09 GA SAVANNAH 3,219 $14.51 $23.83 $21.84 $9.38 $14.45 $13.28 $10.72 Greg Hocutt, President and Chief Executive Officer, Hollis Cobb Associates FL Jacksonville 28,134 $15.07 $28.25 $21.54 $9.32 $15.33 $14.09 $13.86 Source: “Hollis Cobb Expands Regional Headquarters FL Miami 100,619 $15.15 $25.83 $21.03 $12.91 $16.98 $13.90 $16.68 in Gwinnett County,” Gwinnett Economic Development, 7.5.2016 GA COLUMBUS 4,365 $15.26 $27.45 $21.69 $10.78 $15.45 $13.41 $13.13 TX San Antonio 47,815 $15.35 $27.88 $22.09 $11.15 $15.95 $13.83 $14.40 UT Salt Lake City 44,663 $15.36 $29.49 $22.36 $12.14 $14.12 $14.51 $12.01 Cost of Doing Business Comparisons FL Tampa 65,717 $15.37 $27.23 $20.42 $10.41 $16.56 $14.32 $15.19 NE Omaha 18,844 $15.39 $28.32 $22.64 $10.29 $14.40 $14.77 $12.10 According to Moody’s Economy.com, Georgia’s overall cost of doing business is OK Oklahoma City 19,365 $15.55 $28.28 $19.65 $9.60 $15.02 $14.58 $20.92 just below the national average. Low energy VA Virginia Beach 22,986 $15.74 $27.05 $24.38 $10.69 $14.69 $14.03 $11.68 costs and low state and local tax burden are AZ Phoenix 105,856 $16.31 $29.66 $22.87 $11.71 $16.98 $14.93 $16.86 among the state’s strengths. GA MACON 3,063 $16.43 $22.73 $19.95 $11.26 $16.47 $16.13 $13.77 Cost of Unit State PA Pittsburgh 35,002 $16.88 $27.97 $22.72 $9.26 $16.42 $15.24 $17.06 Doing Labor and Local State Business Cost Energy Tax OH Cleveland 22,627 $17.06 $23.52 $21.19 $12.87 $14.88 $16.67 $12.00 Texas 90 96 82 76 NC Charlotte 43,147 $17.42 $25.24 $24.21 $11.84 $15.63 $16.39 $16.80 Oklahoma 92 103 76 80 MO Kansas City 40,511 $17.55 $29.10 $22.87 $12.83 $16.05 $16.14 $18.02 Missouri 95 100 85 85 Utah 95 98 81 99 TX Houston 86,741 $17.65 $32.96 $25.88 $11.26 $16.19 $15.05 $24.22 Washington 96 101 71 99 GA ATLANTA 111,453 $18.14 $33.57 $23.83 $13.27 $17.42 $15.86 $16.17 Illinois 97 101 84 93 TX Dallas 144,117 $18.41 $36.05 $23.53 $11.63 $17.69 $16.08 $18.49 GEORGIA 99 101 95 94 New York 101 90 133 144 PA Philadelphia 79,288 $18.69 $31.35 $24.92 $11.82 $17.09 $17.02 $15.92 Pennsylvania 101 102 97 100 IL Chicago 138,438 $18.71 $32.74 $25.17 $11.59 $17.84 $16.81 $19.18 Alabama 101 90 133 144 Virginia 101 106 85 85
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