Voice-based customer service giant Teleperformance has launched a new contact center in Reno, Nevada, promising to add more than 500 employees to its American payroll. The 5,000 square foot facility is one of the largest delivery centers Teleperformance is operating in the United States.
The outsourcing firm has already hired 100 people and plans to hire 200 more before the end of the year. Dedicated to providing support services for the banking products of a major financial services company, the center will hire people with expertise in customer service, training, quality assurance and client management.
“These new positions will require strong customer service and problem solving skills focused on providing a great service experience for customers,” Teleperformance stated in a press release.
Over the past two years, Teleperformance has launched nearly half a dozen call centers across the United States, where the company has already employed more than 27,000 people. Started out with three call centers in 1998, the BPO firm now operates more than 26 sites in the United States. Its biggest Latin American operations are in Mexico, where it operates 17 contact centers with over 18,000 employees.
Thanks largely to President Obama’s healthcare law, call centers are growing in numbers across the United States. “ObamaCare,” as it has been dubbed, has led health insurers and government agencies to recruit more call center representatives, because they have to answer questions from millions of American residents signing up through health care exchanges.
“We are delighted to continue to grow our U.S. footprint and offer new opportunities to the community in Reno, Nevada,” said Brian Johnson, CEO of Teleperformance, U.S.A.
Local papers have described Teleperformance’s expansion as “good news for Reno’s economic recovery”. Four years ago, Nevada’s unemployment rate was hovering around 14%, now Reno’s unemployment rate stands at 5%.
“They are an excellent fit for our community and their commitment to the region reinforces our developing brand as a great place for business,” said Mike Kazmierski, CEO of the Economic Development Authority of Western Nevada (EDAWN).
The outsourcer, which reported $3.66 billion in consolidated revenue for 2014, offers technical support, customer acquisition and debt collection services in addition to customer care.