Call Center Industry Profile

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Barnard Richards
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1 Call Center Industry Profile Utah 2015

2 WHY UTAH? Just as manufacturers have for decades outsourced certain jobs to low-cost parts of the world (namely developing countries), service firms have recognized the financial benefits of moving back-office functions to Utah to take advantage of lower taxes, cheaper real-estate, state tax incentives, and the young talented low cost labor pool. In recent years, moving back office operations has brought successful customer support center companies from all over the United States to the State of Utah as a first step to expanding their operations more extensively in the future. Case Study: In 2008 ebay became one of those companies to begin such a transition. Ebay started with a capital investment of $334,000,000 for the construction of a data center employing only 24 people to start. This was such a successful endeavor for their company that 2 years later they moved on to invest another $80,000,000 for a customer service facility employing over 200 people. In 2011 EBay announced that they would be spending another $80,000,000 on a 370,000 sqft facility in Draper Utah employing more than 2,200 additional employees reinforcing their position in this state. In recent months customer support centers of all kinds have been coming to Utah, some of the largest and most reputable: 620 Jobs, 1200 Jobs, 1100 Jobs 700 Jobs, Salt Lake City, 2013 Ogden, 2012 West Jordan, 2013 Draper 2013 Wage data: Customer Service Representatives Source: Bureau of Labor Statistics, May 2014 Logan, UT Area Name Ogden-Clearfield, UT Provo-Orem, UT St. George, UT Salt Lake City, UT Northern Utah nonmetropolitan area West Central Utah nonmetropolitan area South Western Utah nonmetropolitan area Eastern Utah nonmetropolitan area Hourly Inexperienced (10 th percentile) Hourly Median Hourly Experienced (90 th percentile) Annual Inexperienced (10 th percentile) Annual Median Annual Experienced (90 th percentile) $8.35 $10.81 $15.57 $17,380 $22,490 $32,390 $9.61 $11.80 $17.54 $ $24,550 $36,490 $9.54 $11.80 $18.73 $19,660 $24,540 $38,950 $8.12 $10.92 $17.11 $16,890 $22,720 $35,590 $10.01 $14.51 $22.70 $20,820 $30,190 $47,220 $8.95 $11.88 $17.77 $18,610 $24,710 $36,970 $8.24 $11.64 $18.92 $17,130 $24,210 $37,690 $8.35 $10.69 $14.88 $17,370 $22,230 $30,950 $8.91 $14.44 $23.50 $18,540 $30,040 $48,880 United States $9.55 $15.00 $24.82 $19,860 $31,200 $51,630

Unemployment rate: Source: Utah Department of Workforce Services, January 2015 Unemployment MSA Name rates Logan, UT-ID 3.1% Ogden-Clearfield, UT 3.8% Provo-Orem, UT 3.3% St. George, UT 4.

3 Unemployment rate: Source: Utah Department of Workforce Services, January 2015 Unemployment MSA Name rates Logan, UT-ID 3.1% Ogden-Clearfield, UT 3.8% Provo-Orem, UT 3.3% St. George, UT 4.5% Salt Lake City, UT 3.6% Utah 3.4% United States 5.5% Location Quotient of customer support center employees, by state, May 2014 According to the Bureau of Labor statistics Utah has a high concentration of customer support center workers in the US. State Employment per thousand Jobs Location Quotient Utah Arizona Florida Idaho South Carolina

4 Utah Electricity Cents per kwh Commercial Utah 8.38 Source: EIA, May 2014 YTD Annual Dollars (employer Health Insurance contribution) Single Family Utah $4,028 $10,361 Source: Kaiser Family Foundation 2014

5 EXISTING CALL CENTER & BACK-OFFICE EMPLOYERS Company Name Location Employees Description ACS Business Process Solutions Draper Inbound Customer Service Third Party Outsourcer Discover Financial Services Salt Lake City Inbound Debt Collection Financial Services Focus Services Inc Roy Telemarketing Bureaus and Other Contact Centers Convergys Corp Salt Lake City Telemarketing Bureaus and Other Contact Centers Teleperformance USA Ogden Telemarketing Bureaus and Other Contact Centers Wells Fargo/MCI Salt Lake City Inbound Collections/Customer Service Financial Services Jet Blue Airways Salt Lake City Inbound Customer Service & Reservations Travel Fidelity Investments Salt Lake City Inbound Mutual Fund Research Financial Services Verizon Wireless Salt Lake City Outbound Customer Service Telecommunications ebay, Inc. Draper Inbound Customer Service Online Retailer American Express Salt Lake City Inbound Customer Service Financial Services Sento Corp Salt Lake City Inbound Customer Service & Tech Support Customer Service Solutions Delta Airlines Reservation Salt Lake City Inbound Reservation Center Travel Inter Continental Hotels Group Salt Lake City Inbound Reservations Hotel Alorica Magna Inbound Tech Support Customer Service Management Sutter Health Salt Lake City Telemarketing Bureaus and Other Contact Centers Xerox Services Sandy Blended Customer Service Computer Systems Design Services Wayfair Ogden Telemarketing Bureaus and Other Contact Centers Feature Films for Families Murray Inbound Customer Service DVD Distribution Asset Builders Draper Outbound Sales Developer CSS Corp Draper Telemarketing Bureaus and Other Contact Centers etrade Sandy Blended Customer Service Financial Services Musician's Friend Draper Inbound Customer Service Musician Support Frontier Communications Provo Telemarketing Bureaus and Other Contact Centers Contacts Draper Blended Order Fulfillment & Customer Service Online Lens Retailer Unisys Salt Lake City Inbound Customer Consulting

6 EXISTING CALL CENTER & BACK-OFFICE EMPLOYERS Company Name Location Employees Description United Airlines Salt Lake City Inbound Reservations Travel Home Depot Salt Lake City Home Centers Discovery Research Group Salt Lake City Inbound Customer Service Research Marriot Guest Services (MVCI) Salt Lake City Inbound Reservations Hotel/Travel Tpusa, Inc. Holladay Blended Customer Service Business services Comcast Sandy Inbound Tech Support Telecommunications Goldman Sachs & Co. Salt Lake City Inbound Customer Service Financial Services Marriott Rewards Salt Lake City Telemarketing Bureaus and Other Contact Centers Zions Bank Salt Lake City Inbound Data Collection Financial Services Clarke American Sandy Inbound Order Fulfillment & Customer Service Customer Relationship Solutions daf Salt Lake City Inbound Customer Service Business Accessories Datamark Inc. South Salt Lake Blended Customer Service Direct mail advertising services Ikano Communications Salt Lake City Inbound Tech Support Infrastructure Services USANA Health Sciences Salt Lake City Inbound Customer Service Healthcare Dialogue Marketing Orem Telemarketing Bureaus and Other Contact Centers Apello West Valley City Telephone Answering Services Questar Gas Salt Lake City Blended Account Service Gas/Energy ThyssenKrupp Elevators Americas Salt Lake City Blended Customer Service Other Building Equipment Contractors Black Turtle Layton Telemarketing Bureaus and Other Contact Centers Focus Communications Roy <100 Telemarketing Bureaus and Other Contact Centers Bowl Games Of America Salt Lake City <100 Telemarketing Bureaus and Other Contact Centers Synergy St George <100 Telemarketing Bureaus and Other Contact Centers Anser-Fone Sandy <100 Telephone Answering Services A Better Answer Salt Lake City <100 Telephone Answering Services All West Communications Salt Lake City <100 Telemarketing Bureaus and Other Contact Centers I24X7.COM Salt Lake City <100 Telephone Answering Services Key Connections Salt Lake City <100 Telephone Answering Services Coryell Answering Services Brigham City <100 Telephone Answering Services

7 EXISTING CALL CENTER & BACK-OFFICE EMPLOYERS Company Name Location Employees Description Silver Media Lcc Orem <100 Telemarketing Bureaus and Other Contact Centers UPS Salt Lake City <100 Telemarketing Bureaus and Other Contact Centers Awards Center Draper <100 Telemarketing Bureaus and Other Contact Centers Ims/Ffg Orem <100 Telemarketing Bureaus and Other Contact Centers Pinnacle Quality Insight Murray <100 Telemarketing Bureaus and Other Contact Centers Vox Promotions Provo <100 Telemarketing Bureaus and Other Contact Centers Global Marketing Alliance Inc Salt Lake City <100 Telemarketing Bureaus and Other Contact Centers Call Center Plus Logan <100 Telephone Answering Services Apollo-Formerly A-Bell Communication West Valley City <100 Telephone Answering Services Call Center Services St George <100 Telemarketing Bureaus and Other Contact Centers Calliq St George <100 Telemarketing Bureaus and Other Contact Centers Southern Belles Communications St George <100 Telephone Answering Services Sun River Telemarketing St George <100 Telemarketing Bureaus and Other Contact Centers A Better Connection Ogden <100 Telephone Answering Services LA Baw Mike Provo <100 Telephone Answering Services S S I Layton <100 Telephone Answering Services Sound Telecom Salt Lake City <100 Telephone Answering Services Union Marketing Co Centerville <100 Telephone Answering Services AAA Security Communications Salt Lake City <100 Telephone Answering Services Answer Source St George <100 Telephone Answering Services Lighthouse Communications Provo <100 Telephone Answering Services Trizon LLC Sandy <100 Telemarketing Bureaus and Other Contact Centers Professional Answering Services Bountiful <100 Telephone Answering Services Vacation Inn Manila <100 Telephone Answering Services Western Star Communications Vernal <100 Telephone Answering Services Jim Brinton American Fork <100 Telemarketing Bureaus and Other Contact Centers Triple A Communications Salt Lake City <100 Telephone Answering Services

8 For More Information: Jeff Edwards President, EDCUtah 201 South Main Street, Suite 2150 Salt Lake City, UT

Utah Call Center Industry Profile

2009 Utah Call Center Industry Profile www.edcutah.org Utah Call Center Industry Profile CALL CENTER INDUSTRY OVERVIEW Utah s call center industry continues to grow and play a major role in the development