Low Unemployment and the effect on Utility Contact Centers
- Jan 29, 2019 1:56 am GMT
This item is part of the Special Issue - 2019-01 - Predictions & Trends, click here for more
With unemployment hovering around 3.9% in December 2018, which includes about 3% of capable workers who actually don't want to work (by choice), real unemployment in the US is running less than 1%. The result is not great for the traditional domestic brick & mortar contact center sites when it comes to finding plentiful, low-cost workers in certain geographies.
Competition is fierce for for entry-level to 1 or even 2 years experienced customer care staff. Retailers and fast-food establishments are now paying higher rates to secure this rapidly in-demand labor pool. $12 to $14 per hour or more is quickly becoming the norm -- and these are exactly the staff members that in-house and outsourced contact centers search out and attempt to hire in record numbers to fill open jobs. In the Energy & Utility sector, the addition of screening requirements for drug and criminal background checks further erodes the available applicant pool -- especially in those states where legalization of once illegal drugs has become law.
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