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Contact Centers 2020

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Contact Centers 2020 Contact Centers Georgia is a leading contact center and business service center destination Major Customer Care and Georgia is the eighth largest market for Georgia offers a variety of market Teleservice Metros in Georgia contact center-related talent. Moderate sizes for contact center talent at by Employment* wages, a prominent headquarters moderate wages. base and a distinction for work ethic Median contribute to the success of this industry Contact Hourly in the state. MSA Center Jobs Earnings Atlanta 103,261 $18.41 Athens Atl˝nt˝ 2,418 While most of Georgia’s customer contact Augusta 6,844 $15.07 103,261 centers are in metro Atlanta, major Columbus 5,323 $16.21 Auust˝ 6,844 teleservice and customer care centers Savannah 4,027 $15.19 M˝con are located all over the state. Georgia is Macon 3,933 $18.02 3,050 home to 336 contact center operations, Albany 2,783 $11.46 Columbus 4,982 including both full and partial operations. Athens 2,418 $16.05 S˝v˝nn˝h 4,027 Gainesville 1,981 $15.89 A pipeline of nearly 950 annual graduates Valdosta 1,637 $11.99 Alb˝n from the state’s technical schools with 2,783 Dalton 1,523 $17.08 related customer service certificates V˝ldost˝ Warner Robins 1,253 $16.58 1,637 offers a steady stream of skilled workers. Rome 978 $17.31 Georgia’s technical colleges offer customer LaGrange 952 $14.81 service certifications, enabling new and *Locations with 50 or more employees. Occupations include: Brunswick 899 $12.84 computer network support specialists, computer user support expanding businesses to take advantage specialists, telemarketers, bill and account collectors, customer service Jefferson 809 $14.51 representatives, reservation and ticket agents and travel clerks. of high-quality training. Source: EMSI 2020.4Q; Georgia Power Community & Economic Development Contact Center Database, 2020. Source: EMSI 2020.4Q 336 Number of customer care, corporate solutions and telemarketing Recent Customer Contact Locations, 2016 - 2020 operations in Georgia1 Company Workers Year Company Workers Year 5,800 Moneypenny 275 2020 Voxpro 500 2016 Number of new jobs over the past Southeastrans 300 2019 Anthem Inc. (expansion) 450 2016 five years from new or expanding Global Callcenter Solutions 600 2018 Hollis Cobb (expansion) 450 2016 contact center operations1 Instacart 425 2018 Convergys 450 2016 th TTEC 400 2018 Sykes Corporation 400 2016 8 Sysnet Global Solutions 500 2017 OnBrand24 (expansion) 140 2016 State for highest number of contact Assurant 335 2017 Total 5,766 2 center-related jobs Kaiser Permanente 816 2016 Source: Contact Center Database, Georgia Power Community & Economic Development, 2020 949 Georgia students obtaining certificates in customer service and computer support in 20182 1. Source: Contact Center Database, Georgia Power Community & Economic Development, 2020; 2. Source: EMSI 2019.4Q Georgia Power Community & Economic Development – Your Partner In Business © Georgia Power, December 2020 1 Wage rates are competitive among the nation’s top customer contact locations. Answering Service Expansion The workforce in Atlanta and throughout Georgia is highly skilled with a strong work Bringing 100 Jobs to Gwinnett ethic. Customer contact center employers are able to find the employees they need at the right price here in Georgia. “Our outsourced communications business is growing, and we are looking forward to having new offices Major Contact Center Markets, Sorted by Lowest Average Hourly Wage which can accommodate a growing team to manage our call answering and live chat on behalf of thousands of businesses.” Joanna Swash, CEO, Moneypenny Source: “Answering service expansion bringing 100 jobs State MSA Employment Total Center Contact for Occupations for Hourly Wage Center Contact Occupations User Computer Support Specialists Network Computer Support Specialists Telemarketers Bill and Account Collectors Service Customer Representatives and Reservation Ticket Transportation Clerks and Travel Agents to Duluth,” AJC, 9.9.2020 FL Tampa 69,891 $18.38 $25.27 $41.11 $13.00 $18.44 $16.89 $19.07 FL Miami 105,625 $18.61 $25.92 $30.60 $13.11 $19.82 $17.17 $18.76 AZ Phoenix 119,165 $19.03 $26.32 $27.40 $16.09 $17.46 $17.55 $22.67 TX Dallas 151,168 $20.09 $24.75 $38.17 $16.37 $17.58 $18.05 $25.42 GA ATLANTA 103,261 $20.36 $26.96 $35.13 $14.04 $19.66 $17.84 $19.73 TX Houston 92,532 $20.38 $28.47 $38.54 $14.55 $17.64 $17.01 $26.77 IL Chicago 138,306 $21.28 $26.20 $31.70 $12.91 $20.01 $19.63 $22.70 PA Philadelphia 89,533 $21.51 $28.43 $35.76 $15.31 $19.97 $19.37 $21.96 CA Los Angeles 133,128 $22.18 $28.36 $33.69 $15.83 $22.01 $19.84 $20.00 MN Minneapolis 65,592 $22.39 $28.01 $32.50 $15.52 $19.51 $20.66 $24.42 NY New York 231,954 $24.57 $32.29 $42.24 $18.09 $22.87 $21.20 $22.68 DC Washington 82,839 $24.84 $31.62 $38.33 $14.34 $26.91 $20.42 $22.65 MA Boston 82,916 $25.25 $32.09 $41.75 $20.75 $23.00 $21.89 $20.50 Source: EMSI 2020.4Q 2 Georgia Power Community & Economic Development – Your Partner In Business © Georgia Power, December 2020 Contact Centers Full and Partial Contact Centers with 50+ Employees Full FullFull PartialPartial Partial Ty p e Ty p e <all other values> <all other values> Source: Contact Center Database, Georgia Power Community & Economic Development, 2020 Note: Partial contact centers include locations that have a contact center housed within a larger function such as headquarters or distribution. Georgia Power Community & Economic Development – Your Partner In Business © Georgia Power, December 2020 3 Full Customer Contact Centers in Georgia (50 or more employees) Company Metro Area (City) Employment Line of Business Function ADP LLC Atlanta 499 Tax Credit Services Customer Support Services Allconnect Inc. Atlanta 200 Telecommunications Customer Service Telecommunications Customer Service Alorica Inc. Atlanta (Marietta) 250 Customer Contact Services Customer Contact Solutions Outsourcing American HomePatient Inc. Service Center Valdosta 89 Medical Equipment Rental & Sale Customer Service Aspirion Health Resources LLC Columbus 190 Adjustment & Collection Services Adjustment & Collection Services Assurant Inc. Service Center Atlanta (Duluth) 300 Insurance Customer Service, Claims Processing Atlanta Gas Light Co. Call Center Atlanta (Riverdale) 170 Natural Gas Distribution Customer Care Center Bay Area Credit Service LLC Atlanta (Norcross) 100 Adjustment and Collections Services Adjustment and Collections Services C2C Resources LLC Atlanta 50 Adjustment & Collection Services Adjustment & Collection Services CarMax Auto Finance Atlanta (Kennesaw) 700 Finance Customer Service Chat Comm 911 Atlanta 60 Call Center Services Call Center Services Contractor Staffing Solutions, Contact Chime Solutions Inc. Atlanta (Morrow) 1,200 Contact Center Staffing Center Services Atlanta (Peachtree Computer Hardware & Software, Outsourced Call Center Services, Help Computer Generated Solutions Inc./CGS 355 Corners) Systems Design Desk Solutions Concentra Solutions Inc. Americus (No MSA) 50 Telemarketing/Call Center Services Telemarketing/Call Center Services Collections, Field Service Projects, Call Contract Callers Inc. Augusta 100 Call Center Services Center Services Convergent Contact Solutions Augusta 305 Customer Contact Center Customer Service Convergent Outsourcing Inc. Atlanta 380 Banking/Finance/Credit/Tax Collections, Customer Contact Computer Processing & Data Coxe Curry & Associates Atlanta 50 Call Center Services Preparation Credigy Solutions Inc. Atlanta (Norcross) 150 Adjustment & Collections Services Adjustment & Collections Services Delta Air Lines Inc. Augusta 205 Air Transportation Reservations Center DialAmerica Inc Athens 500 Customer Contact Services Customer Contact Services E*TRADE Financial Corp. Call Center Atlanta (Alpharetta) 800 Banking/Finance/Credit/Tax Customer Service, Customer Contact Electrolux Major Appliances Call Center Augusta 500 Manufactured Goods Customer Support Services Express Scripts Inc. St. Mary's (No MSA) 300 Retail/Wholesale Trade Services Customer Service Faneuil Inc. Atlanta (Kennesaw) 175 Accounting-Billing Offices Accounting-Billing Offices Financial Asset Management Systems Inc. Atlanta (Tucker) 180 Adjustment & Collection Services Adjustment & Collection Services Financial Asset Management Systems Inc. Atlanta (Woodstock) 180 Adjustment & Collection Services Adjustment & Collection Services First Financial Asset Management Atlanta (Norcross) 130 Adjustment & Collection Services Adjustment & Collection Services Fusion Atlanta 400 Communications Services Customer Service, Training Center Georgia Power Co. Customer Care Center Atlanta (McDonough) 500 Utility Customer Service, Customer Contact Global Callcenter Solutions Columbus 150 Call Center Services Call Center Services Hamilton Relay Albany 239 Telephone Communication Captioned Telephone Services Hamilton Relay Columbus 150 Telephone Communication Captioned Telephone Services Hollis Cobb Associates Inc. Atlanta (Duluth) 200 Accounting Services Collections, Billing Services Honeywell Global Service Response Center Atlanta 105 Industrial Machinery & Equipment Customer Contact HSI Financial Services LLC Atlanta 50 Business Services Adjustment & Collection Services IBM Corp. Atlanta (Smyrna) 900 Computer Hardware & Software Customer Support Services InComm Inc. Atlanta (Norcross) 80 Telephone Communications Customer Service Instacart Atlanta 250 Grocery Delivery Service Customer Experience Center Internal Revenue Service Center Atlanta (Chamblee) 4,311 Government Customer Service Center Kaiser Permanente Atlanta (Duluth)
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