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Cloud Call Center Community Featured Article

TMCNet: Call centers provide jobs, flexible hours: Phone facilities employ about 13,500 people across Oklahoma, up 30 percent since 2000.

[October 19, 2008]

Call centers provide jobs, flexible hours: Phone facilities employ about 13,500 people across Oklahoma, up 30 percent since 2000.

(Tulsa World (OK) Via Acquire Media NewsEdge) Oct. 19--Aaron Grusi started working at the U.S. Cellular call center on South Garnett Road when he was still in college, using the cash to help finance his education.

When he graduated, he decided to stay at the facility, where he answered phones.

Some 11 years later, he is a customer service manager at the same call center.

"Call centers offer a lot of different hours for people who have a busy schedule, and it's low-stress and laid-back," said the 32-year-old Tulsa resident.

Call centers employ about 13,500 people in Oklahoma, up 30 percent since 2000, according to the Oklahoma Department of Commerce.

Annual pay for the average employee is $27,572, below the state median income. But workers praise the industry for flexible hours and relatively high entry-level pay.

Tulsa has become a major site for call centers nationally because of relatively low wages here and a large work force of young people.

Several call centers have opened or expanded major operations in the Tulsa area during recent years. DirecTV has a 1,500-employee facility to take customer calls, and Alorica

has another 1,500 employees to answer calls dealing with a variety of technical services.

Long gone are the days when U.S. call centers were full of people making "cold calls," annoying the recipients. Most of those jobs have gone overseas or disappeared with the advent of the national Do Not Call Registry.

Domestic call centers now mostly handle sales and customer support.

Entry-level pay ranges from the $6.55 an hour minimum wage to more than $16 an hour, depending on the center and type of service.

The U.S. Cellular facility in Tulsa has 430 employees. Workers there take customer service calls, handle bill inquiries and other financial services. Employees start at $12 to $16 an hour after a six-week training program, said Denise Hutton, director of the call center.


"It really pays well for a job with so much flexibility," she said.

The facility is open from 6 a.m. to 1 a.m., making it ideal for single parents with hectic hours or college students who want to work late.

Like many call centers, U.S. Cellular requires a high school degree or an equivalent.

The company also offers medical benefits and a full tuition reimbursement for business-related studies.

Katia Annet, a 32-year-old center performance analyst at U.S. Cellular, started as an entry-level customer service representative and used the company's tuition program to get a finance degree from Oklahoma State University.

Some call centers, like the one operated by Hilti, require more technical expertise.

The Hilti center in southeast Tulsa employs about 230 people selling items from the company's tool line and answering questions about the products. Many employees are experts in certain types of tools such as drills, saws and grinders.

The center gets about 4,000 calls a day, said Amy Cole, vice president of customer service at Hilti.

"We deal directly in a business-to-business environment," she said. "We have a strong focus on sales and exceptional service."

The center is more sales-oriented than other operations, Cole said. Employees, however, make calls only to existing customers, she said.

Pay at the company is competitive with other higher-end call centers, Cole said, and employment requires sales experience.

The Alorica call center prefers people with technological expertise because it performs work for several technology companies.

Alorica's site director Don Farris said employees also need good communication skills, and some patience.

"At times people can be a little bit more aggressive over the phone, and you have to know how to deal with that," he said.

Employees also need typing skills. Entry-level employees make $9 to $10 an hour and receive benefits.

"Overall, it's a great place to start and a great career for people that want to stick with it," Farris said.

Kyle Arnold 581-8380

kyle.arnold@tulsaworld.com

Company Industry Employees

DirecTV satellite TV 1,500

Alorica technology 1,500

Dish Network satellite TV 650

Gannett media 500

U.S. Cellular cellular 430

Hilti tools 270

To see more of the Tulsa World, or to subscribe to the newspaper, go to http://www.tulsaworld.com.
Copyright (c) 2008, Tulsa World, Okla.
Distributed by McClatchy-Tribune Information Services.
For reprints, email tmsreprints@permissionsgroup.com, call 800-374-7985 or 847-635-6550, send a fax to 847-635-6968, or write to The Permissions Group Inc., 1247 Milwaukee Ave., Suite 303, Glenview, IL 60025, USA.

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