FCC Chairman Genachowski Announces 100,000 New Broadband-Enabled Jobs Call Center with Business Leaders
FCC Chairman Genachowski Announces 100,000 New Broadband-Enabled
Call Center Jobs with Business Leaders
First Stop in National "American Innovation Tour"
FCC Chairman Julius Genachowski today joined business leaders from Jobs4America a
coalition of call center companies -- in Jefferson, Indiana, to announce the creation of 100,000
new broadband-enabled, call center jobs over the next two years in the U.S., helping to revive
some communities hardest hit by the economic downturn.
Many of these call center jobs will be on-shored from foreign countries;
Average of 4,000 call center jobs are being created each month in the U.S.;
In the second quarter of 2011, over 18,000 new call center jobs were created in the U.S.;
Thanks to broadband adoption and deployment, particularly over the last few years, these
jobs can be performed at new call centers or through connectivity at home;
Broadband deployment and adoption has been a central focus of the Genachowski
FCC. Working with the private and public sectors, millions of Americans are experiencing the
benefits of broadband more jobs, better education, enhanced public safety, and quality
Broadband delivers jobs and is a leading driver of U.S. economic recovery:
More broadband equals more jobs.According to a recent McKinsey & Co. study, the
internet creates 2.6 new jobs for every job lost.
Broadband enables existing businesses to boost productivity and efficiency, reach
customers in new markets and develop new products and services -- expanding the
business markets to reach customers in the next town, city and across the U.S.
Broadband expansion lowers costs for businesses, thanks to new services like cloud
computing, which in turn increases revenue and creates new jobs.
Broadband invites investment, which leads to jobs.So far this year, businesses like
LinkedIn and Pandora have had Initial Public Offerings that have attracted billions in new
investment, and more than 50 tech IPOs are expected in 2011 the most in over a decade.
And, companies like Groupon and Living Social have created nearly 10,000 jobs over the
last few years and spurred millions of dollars in new investment.
Call center business are a national model for how to create jobs by embracing the enormous
potential of broadband:
Average of 4,000 call center jobs being created each month in the U.S.: In the second
quarter of 2011, 18,400 new call center jobs were created in the U.S. (LaborView Review, July
More Than 5 Million Americans Work In Contact Centers in More Than 50,000
Locations Across The Country
Population, according to one study.
Bringing a call center back to the U.S. from overseas can save companies about 15%
Currently 17 percent of all call center positions (in-house and outsourced) are home-
few years. (Frost & Sullivan, 2009)
America is the Global Leader in Harnessing Broadband for Call Center Jobsboth for
physical call centers and for at-home based agents. Datamonitor projections show the
number of U.S. home-based call agents growing at an annual clip of 20% between 2009 and
2012, from about 50,000 to more than 80,000. That's much faster than the growth rate for
calling centers in India (4%) and the Philippines (9%).
Trend Alert: More Call Center Jobs Moving to the U.S. thanks to broadband:BDO USA
recently reported sharp cuts in the use of offshore contact centers by U.S. tech companies. A
BDO survey of 100 CFOs found that just 12% of firms currently maintain offshore contact
centers or help desks. That's a dramatic drop from 35% in 2009 and 19% last year. This
trend would be impossible without broadband deployment and adoption.
Virtual Call Centers are Growing:A growing number of Americans do contact center work
from home. More than 200,000 Americans work "virtually" from their home offices and an
estimated 60,000 Americans work as contact center reps from their homes.
Home Based Call Centers are Leading the Way In the Digital Age:More and more U.S.
home based contact canters are using new technology like video conferencing to improve
the customer experience.
Broadband is also enabling these same call center companies to become online
education institutions themselves.
of broadband to create at home call center jobs (and the training involved). Now, Alpine
Access is using some of the same technology to pioneer a new at-home, broadband-enabled,
virtual training environment. They have created a virtual college campus and "Alpine Access
The following broadband-enabled call center jobs from across the country were recently
175 new jobs in Jeffersonville, Indiana and 2,000 over the next year company-wide
including new jobs at the call center in addition to virtual call center jobs performed at home.
They handle customer service calls for companies like BJ's Wholesale Club and Charbroil.
300 new jobs in West Michigan. Coalition member Novo1 just created its 300th job in West
Michigan one of the hardest hit communities in America. For example, Holland, Michigan
has a long history of auto and furniture manufacturing. By utilizing a new high speed IP
network connection, and a brand new state of the art facility, Novo1 was able to create 300
new jobs in this economically hard hit community.
100 new jobs in Newark, NJ. With New Jersey's unemployment rate outpacing the nation,
LiveOps, recently announced a partnership with the city of Newark, New Jersey to harness
broadband to connect residents to new employment opportunities. Newark is looking for
more than 100 residents to work for LiveOps by the end of 2011 using home-based internet
New Jobs for Florida Community with High 12.5% Unemployment.While St. Lucie,
Florida was especially hard hit by the real estate market, Aegis which has set a goal of
4,000 U.S. jobs over the next 2 years as a part of this effort, is now hiring in this Florida
community. According to the Florida Agency for Workforce Innovation, St. Lucie County lost
8,167 jobs between 2006 and 2009. In May the county had a high 12.5 percent
Examples of job creation goals over the next two years include:
Back Office Support Systems
Broadband helps revive communities hardest hit by the economic downturn:Broadband-
enabled job creation holds the potential to revive and lead job creation across the country.
Broadband can create jobs for people from all walks of life. For example, it can give
veterans, single parents, and home-bound people with disabilities the opportunity to
have meaningful work.
enabled jobs allow for greater telecommuting opportunities.
Nearly 100 million Americans haven't adopted broadband yet. In addition, more than 20
million people can't get access to broadband even if they wanted it.
The FCC is working
vigorously to ensure that all Americans can access and adopt broadband.
Call center businesses are harnessing broadband-enabled technologies to deliver greater
value for customers, increase customer retention and improve community relations.
Broadband allows individuals and communities to compete globally, attracting new
investment and talent with next-generation communications infrastructure.
The FCC is committed to job creation and economic growth through its Broadband Agenda:
access, promote broadband adoption and encourage innovation and growth through broadband-
enabled communications technologies.
Broadband Acceleration Initiative: The FCC's Broadband Acceleration Initiative sets an
aggressive agenda to reduce regulatory barriers to broadband deployment and create jobs
related to broadband in health care, smart grid, and education, along with growth of small
business in areas no longer isolated because of broadband.
Voluntary Incentive Auctions: Voluntary incentive auctions will promote U.S. businesses
and job growth, freeing up additional wireless broadband spectrum that will unleash
innovation and create jobs in the health care, smart grid, and education industries. Voluntary
incentive auctions will also promote the growth of small businesses by enhancing the
availability of broadband across the nation.
Reforming the "Universal Service Fund": By modernizing this critical program that
helped ensure every American had access to affordable phone services in the 20th century,
the FCC will help ensure the same is true for high-speed internet services in the 21st century.
Expanding broadband to underserved communities will create jobs.
Broadband Adoption: Chairman Genachowski recently announced the formation of an
internal FCC Broadband Adoption Task Force, which will consult with the private and public
sectors to help close the broadband adoption gap. The FCC is working to address the
primary barriers to broadband adoption: affordability, digital literacy, relevance, and trust.
For more information about the FCC's efforts to expand broadband, please visit:www.fcc.gov/broadband
Note: We are currently transitioning our documents into web compatible formats for easier reading. We have done our best to supply this content to you in a presentable form, but there may be some formatting issues while we improve the technology. The original version of the document is available as a PDF, Word Document, or as plain text.