You could be ordering from someone in a remote call center.
That’s one of the more unusual examples of how call centers are tethered to just about every business imaginable.
And it’s all good for the Kansas City area, where tens of thousands of people earn a living as customer service representatives in hundreds of contact centers.
“We’re constantly recruiting for that skill set
throughout the Kansas City market,” said Bill Welty, regional director
at Grafton Staffing.Ordering from a catalog? Checking your bank balance? Asking a tax question? Refilling a prescription? Calling for a takeout delivery?
Call centers have been around for decades. But if you answer yes to any of the above questions, you’re increasingly likely to be sending an email, filling out an online form, having a web page chat or sending a tweet that involves one of these centers.
Yesterday’s “call” center is today’s “contact” center — and that means hyped-up demand for customer service representatives with broader skills.
Fortunately, providers say, it’s a demand that’s being met.
The local industry, overall, weathered the recession well and remains strong for all the reasons that it grew here in the first place.
“It’s the same reason why most broadcasters come from the Midwest,” said Shawn Hoy, who manages the OptumRx pharmacy service center in Overland Park. “Accent neutralization.”
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