Outbound Call Center Featured Article

Call Centers are Coming Back to the United States

August 04, 2014

The call center world is certainly a fickle one and that fact has never been more evident than with the recent revelation that more and more call centers are coming back to the U.S. after initially being moved overseas. More call center jobs are being made available to a country that is still trying to recover from the economic downturn of 2008—probably the best part of the news.

While there are certainly other countries trying to establish themselves as call center havens, the United States being a place that wants call centers back within its shores is a good thing for American workers. The move back to the United States comes after years, if not decades of sending call center jobs to countries like India, the Philippines and Mexico. These days, an estimated 5 million people are employed in American call centers.

So why are these jobs coming back to the U.S.? Most industry insiders believe that changes in technology as well as what customers expect when they contact a call center have driven this change. Some states are benefiting from these jobs coming back to the United States more than others. The state of Michigan says that as many as 1,400 jobs have been created this year thanks to call centers. Lowes recently announced it will be bringing 1,000 jobs to the state of Indianapolis.

Other states around the country are reporting a healthy growth in jobs numbers thanks to call centers setting up shop in their borders. The harsh reality is that calls mean money and money wasn’t as good when customers were talking to people they were having a hard time relating to. This is the driving force behind these centers coming back to the U.S. American customers wanted to talk to people who had American accents and companies have been listening loud and clear.




Edited by Maurice Nagle

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