U.S. Gas & Electric is a company that specializes in supplying energy for commercial and residential customers. It is headquartered in Miramar, Florida but services clients living in the states of Michigan, Illinois, Indiana, Ohio, Kentucky, Pennsylvania, New York, New Jersey, Connecticut, Maryland, DC and Massachusetts.
Currently, this company is planning to downsize its call center at Miramar by 21,000 square feet, though there is no information on whether the company plans to lay off any of its existing employees, according to Brian Bandell of bizjournals.com. This additional area is likely to be subleased to other businesses. U.S. Gas and Electric moved to its Miramar location from Miami-Dade County in 2013 after it secured a 50,000 square feet lease just off Interstate 75. At the time of the move, the company planned to add 200 more people to its payroll and it believed that it needed such a large area.
However, after almost a year, the company has decided to downsize its outbound call center, and as a first step, it has reduced the space it occupies. This move by U.S. Gas & Electric is a part of the larger trend of the call center industry. Companies are looking to optimize customer service through multiple communication channels to cut back on overhead costs.
Moreover, agents will be trained to be more efficient, which means fewer agents will be needed for the same operations. In fact, a study by Frost & Sullivan (News - Alert) shows that the number of call center employees is likely to shrink from 4.1 million in 2012 to four million in 2017. Hence, this move by U.S. Gas & Electric appears to correspond with the trend.
As for the employees of this company, the next few months may be tense.
Edited by Maurice Nagle