As more and more consumers switch to smartphones, tablet computers and wireless applications, the U.S. wireless industry is doing well, but hiring was reported as down according to U.S. Labor Department figures released earlier this month. There are about 20,000 fewer jobs than when the recession ended in June 2009 and 2,000 fewer than a year ago.
While that may seem like bleak news, the customer service aspect of the increased sales will lead to a continued need for call center process outsource providers to exist and prosper. With the similarity of electronic devices between carriers, cross training call center employees is something that is already being done.
Back when I worked at a call center several years ago, customer service staff were cross trained to provide technical support for several different cable providers. That can be done in many industries, including wireless.
Call center operations in the U.S. as well as overseas continues to grow. Recent research conducted by IBM shows there are now more call center agents in the Philippines than there are in India.
The Contact Center Association of the Philippines estimates that 350,000 Filipinos work in call centers, compared to 330,000 Indians.