Despite nationwide employment statistics that are at times inconsistent, one industry has remained reasonably resilient over the last several years: the commercial contact center industry. According to leading contact center analyst firm Saddletree Research, the industry has enjoyed 18 consecutive quarters of net employment growth dating back to the fourth quarter of 2008, with the past five quarters being exceptionally strong.
Paul Stockford, chief analyst at Saddletree Research, conducts a quaterly survey of key constituents in the customer care space to arrive at his numbers. His research shows that the industry has added nearly 45,000 new jobs in the last 12 months. Furthermore, his research suggests that these jobs are more likely to represent full-time employment, with the majority of call center employers (62%) have a workforce that is comprised of fewer than 10 percent part-time workers. This is especially good news considering a report from the American Staffing Association which says that nearly twenty percent of the jobs added since the end of the recession have been temporary.
With the onset of the holiday hiring season, as well as the expected increase in call center agents required to support the Affordable Care Act, hiring should continue to increase for the forseeable future. Commenting on the research, Stockford said, “Despite the continued uncertainty in terms of overall U.S. employment conditions, the steady consistency in employment growth, especially over the past five quarters, establishes the contact center industry as one of the most stable in the U.S. economy today.”
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