Roseburg, OR, has become the latest call center hub in the United States. The city, located in the Umpqua River Valley in southern Oregon, has slowly been taken over by call center technology and is currently employing more than 1,000 people in the industry.
The burst is thanks to two companies, First Call Resolution (FCR) and Telecommunications Management Systems. Together, they are changing the way people view not only call centers, but also employment in Roseburg.
The city has come under attack in the past for not necessarily paying the best wages. In turn, low wages have made the town see high unemployment rates. The city blames its location – it’s really rural, miles away from a metropolitan area. However, the Roseburg News said this new call center hub is making Roseburg “the forefront of an evolving industry that’s bringing jobs back to America.”
Matthew Achak, chief revenue officer for FCR, said they are creating a “revolution” in the outsourcing industry. His company employees more than 600 people at its multiple call centers. Although newer than the other company, it has provided targeted and unique programs that have been able to support Fortune 500 companies.
“To cater to the needs of businesses from different industries, our contact center outsourcing services provide a wide range of capabilities,” said FCR in a statement. “Together with the latest technologies, our agents can help with technical support, sales, product registration, and claims handling, among others.”
The second call center bringing jobs to the area is Telecommunications Management Systems. It has about 500 employees filling its 24/7-call center and plans on adding an additional 250 for the holiday season.
Although there are many bonuses to having both of these call centers in Oregon, there are still some drawbacks. For starters, employees only make a dollar an hour more than minimum wage. In addition, some have to work long hours, including weekends. However, both call center companies boast that they provide incentives to help bridge the gap between workers’ take-home paychecks and their at-home expenses.
Either way, these call centers are helping to bring jobs to an area that is showing up desperately high on the unemployment scale.
Edited by Rory J. Thompson