GEORGIA IS A LEADING CONTACT CENTER AND BUSINESS SERVICE CENTER DESTINATION

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1 Contact Centers GEORGIA IS A LEADING CONTACT CENTER AND BUSINESS SERVICE CENTER DESTINATION Major Customer Care and Teleservice Centers in Georgia ROME 1,170 ATLANTA 104,186 COLUMBUS 4,514 ALBANY 2,037 MACON 3,065 ATHENS 1,932 VALDOSTA 2,840 Customer Care and Teleservice Centers AUGUSTA 5,964 SAVANNAH 3,983 *Occupations include: computer network support specialists, computer user support specialists, telemarketers, bill and account collectors, customer service representatives, reservation and ticket agents and travel clerks. Source: EMSI Q; Georgia Power Community and Economic Development Georgia s Contact Centers Snapshot 273 Number of customer care, corporate solution and telemarketing operations in Georgia 8,300 Number of new jobs over the past five years with more than 25 new or expanding contact center operations 7 th Ranking of the Georgia market for highest number of contact center-related jobs 1,430 Number of students obtaining certificates in customer service and computer support as of 2013 Georgia is Among the Top 10 States for Customer Engagement Talent Georgia is the seventh largest market for contact center-related talent. Moderate wages, a prominent headquarters base and a distinction for work ethic contribute to the success of this industry in the state. While most of Georgia s customer contact centers are in metro, major teleservice and customer care centers are located all over the state. Georgia is home to 273 contact center operations, employing more than 154,000 workers. A pipeline of 1,400 annual graduates from the state s technical schools with related customer service certificates offers a steady stream of ready workforce, not including the 65,000 students graduating annually from the state s colleges and universities. Georgia also offers the services of Quick Start, the state s internationally acclaimed workforce development program, so that new and expanding businesses can take advantage of high-quality training. Recent Customer Contact Locations, Company Workers Year Blue Cross Blue Shield Customer Service Hub 1, Chime Solutions 1, Unisys China Shipping Blue Cross Blue Shield (expansion) Urban Outfitters* VoiceNation Onshore Outsourcing Teleperformance WOW Boyd Property Preservation LLC OnBrand State Farm Insurance Fresh Beginnings (expansion) Georgia Offers a Variety of Size Markets for Contact Center Talent at Moderate Wages Contact Hourly MSA Center Jobs Earnings 104,186 $18.67 Augusta 5,964 $14.48 Columbus 4,514 $15.28 Savannah 3,983 $16.67 Macon 3,065 $16.62 Valdosta 2,840 $10.52 Albany 2,037 $13.28 Athens 1,932 $15.13 Gainesville 1,924 $16.03 Dalton 1,622 $17.09 Warner Robins 1,218 $17.60 Rome 1,107 $17.22 Brunswick 779 $14.86 Hinesville 316 $16.50 Source: EMSI Covered Employment Q Company Workers Year Fresenius Medical Alorica (expansion) Assurant Inc. (expansion) Convergys (expansion) Medac (expansion) Vesta Corp The Home Depot* Electrolux (expansion) SITEL Corp. (expansion) PetCareRx Waste Management Convergent ERS NCR Corp TOTAL 8,273 *Additional job creation within the next two to five years 1

2 Georgia: A Leading Contact Center Hub The abundance of corporate headquarters drives a thriving contact center talent base. has emerged as a key high-tech hub and home to many of the industry s leading vendors of contact center technology. Georgia s FORTUNE 500 Companies Georgia ranks ninth among states with the most FORTUNE 500 headquarters locations. Georgia is home to 17 FORTUNE 500 companies, not including recently relocated PulteGroup and Veritiv. Many of these headquarter locations include customer support and teleservice operations. Isolating those functions is difficult, resulting in undercounted customer contact center operations. Source: HOTLANTA: The New Center of the Universe for Contact Center Technology, Contact Center Pipeline, October 2013 State Rank FORTUNE Rank Company Revenues (in millions) Location 1 The Home Depot 33 78,812 2 United Parcel Service 50 55,438 3 The Coca-Cola Company 58 46,854 4 Delta Air Lines 81 37,773 5 AFLAC ,939 Columbus 6 Southern Company ,087 7 Genuine Parts ,078 8 First Data ,809 9 AGCO ,787 Duluth 10 Rock-Tenn 293 9, SunTrust Banks 314 8, HD Supply 317 8, Coca-Cola Enterprises 348 7, Mohawk Industries 357 7,349 Calhoun 15 NCR 423 6,123 PulteGroup 446 5, Newell Rubbermaid 436 5, Asbury Automotive Group 472 5,339 Duluth PulteGroup announced its relocation PulteGroup did not have its headquarters in at time of Fortune data collection. Source: FORTUNE magazine, June, 2014 Leading Contact Center Employment Hubs in the U.S. is the fifth largest employment center in the country for contact center-related workers. Seattle Employment Rank MSA Portland Minneapolis Chicago Denver Detroit Columbus Salt Lake City San Francisco Kansas City Boston St. Louis Cincinnati Charlotte Phoenix > 100, ,000-65,001 65,000-45,001 45,000-30,000 Philadelphia Baltimore Washington, D.C. Los Angeles San Diego New York Pittsburgh Dallas Austin Houston San Antonio ATLANTA Tampa Orlando Miami Contact CenterRelated Jobs Hourly Earnings 1 New York 226,853 $ Los Angeles 152,787 $ Dallas 145,984 $ Chicago 128,970 $ ATLANTA 104,186 $ Miami 97,991 $ Phoenix 90,387 $ Houston 86,647 $ Philadelphia 77,480 $ Washington 74,812 $24.12 Source: EMSI Covered Employment Q Note: Locations with 30,000 or more workers shown. 2

3 Low Wage Rates and Low Cost of Doing Business s wage rates are competitive among some of the nation s top customer contact locations. The workforce in and throughout Georgia is highly skilled with a strong work ethic. Customer contact center employers are able to find the employees they need at the right price here in Georgia. Most Affordable Contact Center Markets* State MSA Total Employment for Selected Occupations Hourly Wage for Selected Occupations Computer Network Support Specialists Computer User Support Specialists Telemarketers Bill and Account Collectors Customer Service Representatives Reservation and Transportation Ticket Agents and Travel Clerks GA AUGUSTA 5,964 $14.48 $19.84 $32.10 $10.02 $15.79 $12.65 $14.63 TX San Antonio 42,813 $15.13 $25.67 $19.99 $10.02 $16.06 $16.16 $14.97 GA COLUMBUS 4,514 $15.28 $28.82 $20.13 $8.78 $15.09 $11.70 $11.61 FL Miami 97,991 $15.55 $23.56 $20.17 $13.18 $16.15 $13.45 $15.62 FL Jacksonville 27,755 $15.83 $28.25 $20.09 $10.16 $14.69 $14.31 $15.34 Chime Solutions Will Bring More Than 1,100 Jobs to Clayton County The outsourcing firm will create more than 1,120 jobs at their call center operation in Morrow. We are very excited for the grand opening of our contemporary, 1,000-seat contact center in Morrow and the building of a capable and experienced workforce to meet our clients needs. Shelly Wilson, CEO, Chime Solutions Source: Chime Solutions Will Bring More Than 1,120 Jobs to Clayton County, Governor s Office Press Release, OK Oklahoma City 19,475 $15.94 $25.56 $19.55 $10.27 $15.07 $13.81 $20.79 FL Tampa 58,661 $16.22 $26.45 $21.14 $10.49 $15.65 $14.37 $16.78 UT Salt Lake 39,897 $16.46 $28.68 $22.13 $10.57 $16.34 $14.30 $15.15 VA Virginia Beach 19,793 $16.55 $27.87 $21.77 $9.48 $13.89 $13.98 $12.24 NE Omaha 17,139 $16.58 $29.33 $21.55 $10.56 $14.19 $14.37 $11.39 GA MACON 3,065 $16.62 $20.13 $19.22 $13.47 $14.88 $15.65 $14.52 GA SAVANNAH 3,983 $16.67 $23.99 $21.96 $13.15 $14.74 $14.09 $11.11 AZ Phoenix 90,387 $17.30 $31.11 $22.19 $11.85 $16.12 $15.13 $18.82 PA Pittsburgh 37,961 $17.59 $27.30 $21.21 $11.54 $16.50 $14.93 $17.13 TX Dallas 145,984 $18.13 $34.02 $21.82 $11.65 $15.75 $15.18 $17.85 OH Cleveland 27,908 $18.15 $23.10 $21.06 $11.94 $14.74 $16.51 $14.21 NC Charlotte 44,804 $18.27 $31.31 $24.21 $12.18 $14.34 $16.03 $16.75 TX Houston 86,647 $18.44 $31.69 $26.31 $10.55 $14.67 $13.94 $12.29 MO Kansas City 36,893 $18.54 $31.37 $22.92 $11.91 $16.29 $15.88 $17.21 GA ATLANTA 104,186 $18.67 $31.46 $23.44 $12.07 $16.15 $16.01 $15.94 CO Denver 49,615 $18.93 $30.59 $25.29 $12.72 $16.62 $15.71 $13.58 PA Philadelphia 77,480 $19.60 $30.44 $22.31 $12.11 $17.32 $17.08 $15.05 IL Chicago 128,970 $19.82 $28.84 $23.88 $12.64 $17.55 $17.38 $19.39 MD Baltimore 40,015 $20.06 $30.66 $23.70 $10.90 $18.11 $16.36 $17.03 CA Los Angeles 152,787 $20.15 $33.05 $25.08 $11.82 $17.84 $17.21 $18.05 MN Minneapolis 61,377 $20.29 $30.08 $24.24 $11.89 $18.54 $17.79 $23.41 CA San Diego 34,685 $20.50 $34.45 $23.22 $9.39 $17.53 $17.60 $18.24 NY New York 226,853 $21.30 $35.98 $26.75 $12.56 $19.58 $17.79 $17.74 WA Seattle 49,713 $21.62 $31.90 $27.28 $11.73 $17.54 $17.51 $17.82 DC Washington 74,812 $24.12 $35.09 $28.48 $11.24 $21.39 $18.00 $17.16 Cost of Doing Business Comparisons According to Moody s Economy.com, Georgia s overall cost of doing business is at the national average. Low energy costs and low state and local tax burden are among the state s strengths. State Cost of Doing Business Unit Labor Cost Energy State and Local Tax Washington, DC California Maryland New York Florida Pennsylvania Colorado Minnesota GEORGIA Illinois Arizona Alabama Virginia Washington Missouri Texas Oklahoma Utah Source: Moody s Economy.com State Cost of Doing Business Index, May 2014 (2012 data). The U.S. average = 100. Georgia falls below the U.S. average in two of four categories. Source: EMSI Covered Employment Q *Includes top employment markets and Georgia MSAs 3

4 Georgia s Pro-Business Climate Georgia s pro-business climate attracts businesses from a variety of industries. Georgia is consistently recognized as a top state for business. SITE SELECTION 2014 Top US Business Climates 1 GEORGIA 2 Louisiana 3 North Carolina 4 Texas 5 Ohio Source: Site Selection Magazine, 2014 Top State Business Climate Rankings, November 2014 AREA DEVELOPMENT Top States for Doing Business GEORGIA 2 Texas 3 South Carolina 4 Alabama 5 Tennessee Source: Area Development, Georgia is a pro-business state. An aggressive incentives program, favorable tax rates, favorable conditions for employers, and programs to accelerate the permitting and development process make Georgia the right place to start and grow a business. Georgia s current corporate income tax is 6 percent, ranking it among the top 10 states with the lowest corporate income tax rate. Single-factor apportionment based on sales in Georgia applied against a flat 6 percent corporate income tax rate. Right-to-work status Employment-at-will status Pro-business incentive package, including: Job tax credits for new and existing industry. Credits range from $1,250 to $4,000 per new job created and depend on location. Higher credits are awarded to companies locating in the most economically-challenged counties in the state. The highest-level job tax credits are available to companies locating in specially designated opportunity zones, enterprise zones or military zones. Retraining tax credits are available to employers bringing existing employees up to speed on new equipment or technology. Education tax credits are available for basic skills training. Various tax credits are available to companies that provide or sponsor child care facilities for their employees. Customized, no-cost skill-based training for employees. (Quick Start see below) For details on county designations and special incentive zones and incentives, see Georgia s Business Incentives at New Quick Start Course is Perfect Prescription for Healthcare Services Provider Cypress Care recently partnered with Quick Start to develop customized training designed to enhance their employees skills and professionalism. If our employees are properly trained and feel valued, they re going to provide exceptional customer service to our clients. In turn, our customers will remain loyal, and revenue opportunities will increase. We ve appreciated Quick Start s flexibility in helping us achieve our goals. From designing a new course around our needs to helping us design the perfect curriculum for our employees, Quick Start has been there for us. Cynthia Gore, VP Human Resources, Cypress Care Quick Start s Certified Customer Service Specialist Program: Georgia s Quick Start program is the state s internationally-recognized training program. The Quick Start staff is uniquely qualified to prepare customer contact employees for productive and rewarding careers. Quick Start s Certified Customer Service Specialist program (CCSS) provides a strong foundation of skills and knowledge for the customer service industry. Information sharing, customer service and managing the difficult customer are just a few of the competencies CCSS graduates master. Quick Start understands that in the service industry, employees are customers first contact with your company. Quick Start s custom training provides the customer-focused approach that will help your staff learn to put their best foot forward for your business success. Georgia DOL Recruitment Resources and Services: The Georgia Department of Labor (DOL) assists new and existing businesses with their hiring process by providing recruitment, screening and referrals at no charge to Georgia employers or applicants. Source: QuickStart.org 4

5 Georgia s Contact Centers Full and Partial Contact Centers with 50 or More Employees Catoosa Catoosa Whitfield Whitfield Fannin Fannin Towns Towns Rabun Dade UnionRabun Dade Union Walker Murray Gilmer White Habersham Full Contact Center Walker Murray Gilmer Lumpkin White Stephens Habersham Full Contact Center Chattooga Lumpkin Stephens Chattooga 75 Gordon Partial Contact Center Pickens 75 Dawson Hall Banks Hart Gordon Partial Contact Center Pickens Franklin Floyd «85 Hall 400 BartowDawson Cherokee Forsyth 985 Banks Hart Franklin Floyd « Madison Bartow Cherokee Forsyth 985 Elbert 575 Jackson Polk Barrow Clarke Paulding Madison Elbert 575 Cobb Gwinnett Oglethorpe Oconee Haralson Jackson Walton Wilkes Lincoln DeKalb Rockdale Polk 20 Douglas Barrow Clarke Morgan Paulding Clayton Greene Fulton Cobb Gwinnett Taliaferro Columbia Newton Oglethorpe 20 Carroll Oconee Haralson Henry McDuffie Fayette DeKalb Walton Wilkes Warren Lincoln Rockdale 20 Richmond Heard Jasper Putnam Coweta Douglas Spalding Butts Hancock Morgan Glascock Clayton Greene Fulton Taliaferro Columbia Troup 85 Pike NewtonLamar 20 Burke Meriwether Baldwin Carroll Monroe Jones Jefferson Washington Henry McDuffie Fayette Upson Warren Bibb Richmond Heard Jasper Putnam Wilkinson Jenkins Coweta 185 Spalding Butts Screven Harris Talbot Crawford Twiggs Hancock Johnson Glascock Troup 85 Laurens Emanuel Taylor Peach Pike Muscogee Lamar Burke Meriwether Houston BaldwinBleckley Candler Monroe Jones 16 Jefferson Bulloch Effingham Marion Treutlen Chattahoochee Macon Washington Schley Pulaski Montgomery Upson Dodge Bibb Wilkinson Jenkins 185 Dooly Evans Wheeler Toombs Stewart Webster Tattnall Bryan Screven Harris Talbot Crawford Sumter Twiggs Wilcox Johnson Chatham Telfair Quitman Crisp Laurens Emanuel Liberty Taylor Randolph Terrell Jeff Davis Peach Lee Turner Ben Hill Appling Long Muscogee Clay Houston Bleckley Candler 16 Worth 75 Irwin Coffee Bulloch Effingham Marion Calhoun Dougherty Treutlen Bacon Wayne 95 Chattahoochee Macon McIntosh Schley Tift Pulaski Montgomery Early Baker Pierce Glynn Dodge Berrien Atkinson DoolyMitchell Evans Wheeler WareToombs Brantley Stewart Miller Colquitt Cook Webster Tattnall Sumter Lanier Seminole Wilcox Telfair Camden Clinch Quitman Crisp Charlton Decatur Grady Thomas Brooks Randolph Terrell Jeff Davis Lee Lowndes Turner Ben Hill Echols Appling Long Bryan Liberty Chatham Clay Worth Irwin Calhoun Dougherty Coffee Source: Contact Center Database, Georgia Power Community & Economic Development, Bacon Wayne 95 McIntosh Early Miller Baker Mitchell Colquitt Tift Cook Berrien Atkinson Ware Pierce Brantley Glynn Seminole Decatur Grady Thomas Brooks Lanier Lowndes Echols Clinch Charlton Camden Source: Contact Center Database, Georgia Power Community & Economic Development, 2015 Source: Contact Center Database, Georgia Power Community & Economic Development, 2015 Note: Partial contact centers include locations that have a contact center housed within a larger function such as headquarters or distribution. 5

6 Full Customer Contact Centers (50 or More Employees) Company Metro Area Employment Line of Business Function ADP Inc Call Center 350 Tax credit services Customer Support Services AirTran Airways/Southwest Airlines Customer Support & Services (CS&S) Call Center 350 Transportation/Delivery Services Customer Service & Reservations Center Allconnect Inc 200 Telemarketing/Customer Contact Services Telemarketing/Call Center Services Allconnect Inc Call Center 200 Telecommunications Customer Service Telecommunications Customer Service Alorica Inc (Kennesaw) 1,500 Telemarketing/Customer Contact Services Customer Contact Solutions Outsourcing American Express Consumer Travel Call Center (Lawrenceville) 100 Travel/Hospitality/Entertainment Traveler Customer Call Center AMO Recoveries Inc Call Center (Norcross) 75 Adjustment & Collection Services Collection Services Assurant Specialty Property Service Center (Duluth) 950 Insurance Customer Service & Claims Processing AT&T Call Center (Norcross) 250 Radiotelephone Communications Customer Service Gas Light Co Call Center (Riverdale) 150 Natural Gas Distribution Customer Care Center Birch Communications Macon 200 Communications Services Customer Service Birch Communications 600 Communications Services Customer Service & Training Center Blue Cross Blue Shield of Georgia Customer Service Hub Columbus 1,115 Insurance CarMax Auto Finance (Kennesaw) 500 Finance Retail Customer Service Large Customer Support Division (Claims, Operations, Clinical Management) Chat Comm Telemarketing/Call Center Services Telemarketing/Call Center Services Chime Solutions (Morrow) 1,120 Contact Center Staffing China Shipping North America (Marietta) 60 Freight Transportation Customer Service Coca Cola Refreshments Inc Call Center (Alpharetta) 500 Beverage Manufacturing Customer Support Contractor Staffing Solutions & Contact Center Service Customer Service Comcast Cable Communications Inc Call Center (Alpharetta) 800 Cable & Other Pay Television Services Customer Service Computer Generated Solutions Inc 341 Computer Hardware/Software/ Systems Design Convergent Contact Solutions Augusta 150 Telemarketing/Customer Contact Center Customer Service Outsourced Call Center Services & Help Desk Solutions Convergent Outsourcing Inc 500 Banking/Finance/Credit/Tax Collections, Customer Contact Convergys Corp Customer Contact Center Valdosta 50 Business Services Customer Service Operations for Client Companies Coxe Curry & Associates 50 Computer Processing & Data Preparation Telemarketing/Call Center Services DialAmerica Marketing Inc Athens 500 Telemarketing/Customer Contact Services Telemarketing/Customer Contact Services DS Services of America Inc National Call Center Flowery Branch (No MSA) 200 Manufactured Goods Customer Service E*TRADE Financial Corp Call Center (Alpharetta) 700 Banking/Finance/Credit/Tax Customer Service, Customer Contact Electrolux Major Appliances Call Center Augusta 850 Manufactured Goods Customer Support Services Express Scripts Inc. St. Marys (No MSA) 600 Retail / Wholesale Trade Services Customer Service First Financial Asset Management 130 Adjustment & Collection Services Adjustment & Collection Services Focus Receivables Management LLC (Marietta) 250 Banking/Finance/Credit/Tax Collections Services, Customer Contact Fresenius Medical (Kennesaw) 120 Kidney Dialysis Center Customer Service Georgia Power Co Customer Care Center (McDonough) 585 Utility The Home Depot Call Center (Kennesaw) 700 Retail / Wholesale Trade Services Customer Service Honeywell/Global Service Response Center 150 Industrial Machinery & Equipment Customer Contact Customer Service, Credit, Marketing, Customer Contact IBM Corp (Smyrna) 250 Computer Hardware/Software Customer Support Services InterCall Inc (Newnan) 200 Telephone Communications Customer Service Internal Revenue Service Center (Chamblee) 4,311 Government Customer Service Center MSC Industrial Supply Co Call Center (Mabelton) 445 Retail / Wholesale Trade Services Call & Fulfillment Center National EMS Inc Call Center Athens 90 Emergency Medical Services Customer Contact Note: When contact center is not located in a metro area, the city is noted. 6

7 Company Metro Area Employment Line of Business Function NCR Corp Center of Excellence (Peachtree City) 1,300 Business Services Help Desk and Customer Support/Training New York Life Insurance Co (Alpharetta) 120 Insurance Agents, Brokers, Service Customer Service OnBrand24 Savannah 60 Telemarketing/Customer Contact Services Telemarketing/Customer Contact Services Onshore Outsourcing Glennville (No MSA) 150 Technology Services Telemarketing/Customer Contact Services Orkin Pest Control Call Center (Covington) 250 Pest & Termite Treatment Services Customer Service PetCareRX Americus (No MSA) 115 Drug Stores & Proprietary Stores Customer Service PharmaCentra ConCentra Solutions Americus (No MSA) 120 Philips Healthcare Customer Solutions (Alpharetta) 550 Software Development / Pharmaceutical Industry Computer Hardware/Software/ Systems Design Customer Contact Customer Care Center & Technical Support PointClear LLC (Duluth) 65 Telemarketing/Call Center Services Telemarketing/Call Center Services ProCore Solutions LLC (Marietta) 200 Telemarketing/Customer Contact Services Customer Service Prosperity America Inc Columbus 85 Telemarketing/Call Center Services Telemarketing/Call Center Services QTS (Suwanee) 85 Computer Facilities Management Services Customer Service Ricoh Americas Corp Call Center (Duluth) 515 Retail / Wholesale Trade Services Customer Service, Customer Contact Road America Response Center Columbus 400 Travel/Hospitality/Entertainment Customer Service, Customer Contact Ruffalo Noel Levitz Athens 60 Business Services Customer Service Siemens Healthcare Diagnostics Call Center (Duluth) 65 Technical Help Customer Service SITEL Corp Augusta 811 Telemarketing/Customer Contact Services Shared Services Telemarketing & Customer Contact Sprint Call Center 850 Telecommunications Customer Service & Shared Services State Farm Customer Service Center 850 Insurance Customer Service Insurance Customer Service Synovous Financial Corp Call Center Columbus 390 Financial Services Customer Service, Customer Contact T-Mobile USA Inc Augusta 650 Communications Services Customer Service TeleNet Marketing Solutions LLC Athens 60 Telemarketing/Call Center Services Telemarketing/Call Center Services Teleperformance Albany 900 Telemarketing/Customer Contact Services Customer Service Teleperformance Augusta 320 Telemarketing/Customer Contact Services Customer Service Thermo Fisher Scientific Inc Call Center (Suwanee) 185 Manufactured Goods Customer Service, Order Processing Center TopTel USA (Dunwoody) 50 Telemarketing/Customer Contact Center Telemarketing/Customer Contact Center Travelport GDS 460 Internet Ecommerce or Sales Customer Service/Help Desk Unisys Augusta 700 Information Technology Customer Service Urban Outfitters Augusta 225 Retail Clothing National Customer Service, IT Support Vesta Corp (Alpharetta) 500 Banking/Finance/Credit/Tax Customer Service VoiceNation LLC (Buford) 80 Live Answering Services Customer Service WellPoint Inc Call Center Savannah 80 Insurance Customer Service WOW Call Center Augusta 410 Communications Services Customer Support Services Zcorum Customer Care Center Gordon (No MSA) 150 Communications Services Customer Care Center Note: When contact center is not located in a metro area, the city is noted. 7

8 Locations with Partial Contact Center Functions (50 or More Employees) Partial contact centers include locations that have a contact center housed within a larger function such as headquarters or distribution. Georgia s diverse employer base serves industry segments ranging from retail to finance to heavy manufacturing and provides jobs for thousands of Georgians. The state s largest companies often employ customer care and teleservice workers. Company Metro Area Line of Business Function Aaron's Inc (Kennesaw) Franchisors & Licensors Customer Service Center Access Insurance Co Insurance Agents, Brokers, Service Customer Service & Claims Processing ACE Group (Alpharetta) Insurance Customer Service & Claims Processing ACI Worldwide Inc (Norcross) Computer Hardware/Software/Systems Design Customer Support Services Ackerman Security Systems (Norcross) Security Systems Services Customer Support Services Advanced Disposal Services Inc (Battle Ground) Refuse Systems Customer Support Services AFLAC Inc Columbus Insurance Large Customer Support Division AGL Resources Inc Utility Sales and Customer Service Alere Health LLC Insurance Customer Service & Claims Processing American Home Shield Corporation LaGrange (No MSA) Insurance Customer Service & Claims Processing American International Group Inc (Alpharetta) Insurance Customer Service & Claims Processing Amrep Inc (Marietta) Manufactured Goods Customer Service Apollo Health Street Inc Americus (No MSA) Business Services Customer Support Services Ashworth College (Norcross) Schools, Vocational, Other Student Support Associated Credit Union (Norcross) Credit Union Customer Support Services Assurant Specialty Property Insurance Customer Service & Claims Processing AT&T Georgia Columbus Communications Services Customer Support Services AT&T Georgia Albany Communications Services Customer Support Services AT&T Mobility Cedartown (No MSA) Communications Services Customer Support Services Automatic Data Processing Inc Business Center Augusta Business Services Customer Support, Payroll Processing Automatic Data Processing Inc (Multiple Divisions) (Alpharetta) Business Services Call Center Services, HR, Payroll Processing Automobile Protection Corp/EasyCare (Norcross) Insurance Agents/Brokers/Service Customer Service Baker & Taylor Inc/Distribution Center Commerce (No MSA) Manufactured Goods Customer Service Bank of America Dealer Financial Services (Alpharetta) Banking Customer Support Services BCD Travel Travel/Hospitality/Entertainment Customer Support Services Benevis LLC (Marietta) Dentists Offices & Clinics Customer Support Services Benton Global LLC Trucking, Except Local Customer Support Services Better Homes & Gardens Real Estate Metro Real Estate Customer Support Services BizChair.com (Canton) Office Products Customer Service Blue Cross Blue Shield of Georgia Insurance Large Customer Support Division Brandbank/Operations Center (Lawrenceville) Banks Customer Support Services Brasseler USA Savannah Manufactured Goods Customer Service burton & BURTON Athens Toys & Hobby Goods & Supplies Customer Support Services Buyers Protection Group Inc (Alpharetta) Home Inspection Services Customer Service CAN Capital (Kennesaw) Finance, Insurance, & Real Estate Sales and Customer Service Carestream Dental LLC Business Services Customer Service Ceridian Corp Business Services Customer Support, Payroll Processing Chemical Products Corp (Cartersville) Industrial Inorganic Chemicals, Other Customer Support Services Cherokee Carpet Industries Dalton Rugs & Carpets Customer Service CMD Group (Norcross) Construction Industry Data Customer Support Services Comcast Cable Communications Inc Augusta Communications Services Customer Service Comcast Cable Communications Inc Communications Services Customer Service Note: When contact center is not located in a metro area, the city is noted. 8

9 Company Metro Area Line of Business Function Cooper Lighting (Peachtree City) Manufactured Goods Customer Service COUNTRY Financial (Alpharetta) Insurance Agents, Brokers, Service Customer Service Cox Communications Inc Macon Communications Services Customer Service CPO Commerce (Lawrenceville) Hardware Customer Support Services CribMaster (Marietta) Computer Programming Services Customer Support Services Delta Air Lines Inc Augusta Air Transportation Customer Service, Reservations Delta Dental Insurance Co (Alpharetta) Hospital & Medical Service Plans Customer Service and Claims Processing Digital Insurance Insurance Agents, Brokers, Service Customer Service Donnelly Communications Inc Telemarketing/Customer Contact Services Customer Service EarthLink Inc Internet Service Provider Customer Service ebay Enterprise Inc Brunswick Internet Ecommerce or Sales Customer Support Services Emory Healthcare/Orthopaedics Doctors, Medical, Offices & Clinics Customer Service Encompass Insurance Co (Duluth) Insurance Customer Service Equifax Inc (Multiple Locations) Banking/Finance/Credit/Tax Customer Service Fidelity Bank/Operations Center State Commercial Banks Customer Service Fidelity Information Services (Norcross) Prepackaged Software Customer Support Services First Data Corp (Marietta) Banking/Finance/Credit/Tax Shared Services, Customer Contact First Investors Servicing Corp Personal Credit Institutions Customer Service Fiserv Inc (Multiple Locations) (Norcross) Banking/Tax/Credit Customer Service FleetCor Technologies Inc (Norcross) Business Services Customer Service Fresh Beginnings Inc Valdosta Manufactured Goods Customer Support Services Gas South LLC (Marietta) Natural Gas Transmission Customer Service GE Capital Credit Services Macon Retail / Wholesale Trade Services Customer Service, Collections GE International Inc. (Chamblee) Electrical & Electronic Equipment Customer Service GEICO Macon Insurance Customer Service & Claims Processing Generation Mortgage Co Mortgage Bankers & Loan Correspondents Customer Service Georgia Bank & Trust Co/Operations Center Augusta Banking & Finance Customer Service Georgia Farm Bureau Mutual Insurance Co Macon Insurance Customer Service Georgia-Pacific LLC Manufactured Goods Shared Services, Customer Support Greenway Health LLC (Carrollton) Business Services Customer Service, Technical Support Gwinnett Technical College (Lawrenceville) Colleges, Junior, & Technical Institutes Student Support Habitat for Humanity International Inc Individual & Family Social Services Customer Service The Hartford (Alpharetta) Fire, Marine & Casualty Insurance Customer Service Hewlett-Packard Co/Data Center (Alpharetta) Computer Hardware/Software/Systems Design Customer Service, Product Help Hisense USA Corp (Suwanee) Electrical Appliances, TV, Radio Customer Support Services The Home Depot Inc Lumber & Other Building Materials Customer Service, Shared Services HSI Financial Services LLC Business Services Customer Service Humana Inc (Roswell) Hospital & Medical Service Plans Customer Service ihealth Technologies Inc Business Services, Software Development InComm Inc (Norcross) Telephone Communications Customer Service Customer Service, Customer Support, Technical Help Infor Global Solutions (Alpharetta) Business Services, Software Development Shared Serices, Customer Service Internap Network Services Corp Internet Infrastructure Provider Customer Service Jackson EMC Jefferson (No MSA) Electric Services Customer Service Johnson Industries (Norcross) Motor Vehicle Supplies & New Parts Customer Service Kaiser Permanente Hospital & Medical Service Plans Customer Service Kids II Inc Games, Toys & Children's Vehicles Customer Support Services Note: When contact center is not located in a metro area, the city is noted. 9