CHARLOTTE, N.C. – June 29, 2015 – Xcentri, a Charlotte-based staffing and office-support company, is reporting tremendous growth in the Call Center Service Sector, especially in the area of bi-lingual call center representatives. To accommodate the overwhelming demand, Xcentri has expanded and opened a Call Center Service division to complement the already existing Accounting and Office Support Services divisions.
“We have more than doubled the number of call center service clients over the last twelve months in the Charlotte metro and Columbia, S.C. areas,” said Xcentri Managing Director Moira Hagan. She attributes the call center boom to an improving economy that has many companies more focused on customer service. “Businesses are realizing that understaffed call centers can cause customers tremendous frustration and can cost dearly in terms of customer erosion. Customers want timely and effective service and will take their business elsewhere if they’re not getting it.”
Another trend noted by Xcentri is movement away from non-U.S.-based call centers, as more companies are opting to keep the business in the U.S. to avoid additional training needs, time zone conflicts and language barriers. Additionally, Xcentri has seen a substantial increase in the need for bi-lingual customer service and call center reps as the nation’s Spanish-speaking population continues to grow.
“We are committed to meeting this new demand for call center service staffing,” says Hagan. “Our new Call Center Service Practice provides specialized support for clients including dedicated account management and specialized searches that focus on candidates with skills and experience in that discipline.”