Call Center—Customer Service Center INDUSTRY FACTSHEET

Call Center—Customer Service Center
INDUSTRY FACTSHEET
The Youngstown-Warren MSA has five major call center facilities in Mahoning and Trumbull
Counties. Located in Austintown, Boardman, Niles and Youngstown, these call centers employ
nearly 4,200 workers. This number does not include the numerous back office positions that
develop customer relationships that are located within our local companies.
National companies such as AT&T, Alorica Inc (formerly West Corporation), VXI Global Inc. and
InfoCision (which has two centers in the area), host both inbound and outbound calling. Collectively they support customers inquiries for AT&T telephone services, DirecTV, and the Dish Network along with other corporations. These call centers also provide political polling, non-profit
fundraising and market research services.
High-speed broadband data access in the Youngstown-Warren area is available through: AT&T,
CenturyLink, Comcast, Time Warner Cable, Armstrong Cable, T-Mobile, and Sprint Nextel Corporation. These companies offer a combination of asymmetric DSL, cable modem, wireline, wireless and fiber products capable of supporting both large data centers as well as home agents.
Additionally, two DRS data centers are located in the area and used for colocation, hosting, managed services and off-site data backup.
Workforce Services are also available through OhioMeansJobs Mahoning or Trumbull County.
The agency can provide comprehensive employee recruitment and hiring services, at no cost to
the company. OhioMeansJobs can provide a pool of applicants, pre-screen, test & interview
prospective employees (on or off site) to generate a field of qualified workers. OhioMeansJobs
also offers fee-based testing and assessment services which can be useful in determining a job
profile and further screening potential employees.
Key Sector Employers
AT&T ............................................... 600
InfoCision (2 locations) ...................... 1,400
Alorica Inc. ................................... 1,200
VXI Global Inc............................... 1,000
Median Hourly Wages
First Line Supervisor ......................... $20.76
Administrative Assistant ................... $13.42
Switchboard Operator ...................... $10.56
Telemarketer ...................................... $9.16
Customer Service Representative..... $13.67
Data Entry Clerks .............................. $12.89
Receptionist & Information Clerks.... $10.56
Sales/Related Workers, All other...... $10.11
Computer Operators ........................ $14.86
General Office Clerks ........................ $12.25
Computer User Support Specialists .. $17.67
A great location for your business…Strategically located within 500 miles of:
 60% of the U.S. effective buying income
 50% of the U.S. population
 40% of the Canadian population
 55% of all U.S. manufacturing
 10 of the top 25 U.S. metro markets
Within 75 miles of Cleveland, Akron, Canton, Erie and Pittsburgh:
 6.3 million people
 8,700 manufacturing plants and 9,100 wholesale/distribution centers
 14 Fortune 500 company world headquarters
 Center of Cleveland-Youngstown-Pittsburgh TechBelt
Airports
Lake Erie Ports
Ohio River Ports
Railroads
Roadways
Cleveland Hopkins International (CLE)
Pittsburgh International (PIT)
Akron Canton Regional (CAK)
Youngstown-Warren Regional (YNG)
Ashtabula
Cleveland
Conneaut
Erie
East Liverpool
Wellsville
Pittsburgh
Amtrak
CSX
Norfolk & Southern
Short lines
Ohio Turnpike (east-west)
I-76/I-80 (east-west)
State Route 82 (east-west)
I-79 (north-south)
State Route 11 (north-south)
State Route 711 (north-south)
Area Demographics and Statistics
Choose Youngstown-Warren, Ohio:
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Total population
553,263
10th Best Economic Performance among nations largest metros from 2009-2012.
(Manhattan Institute for Policy Research, 2014)
Total households
228,797
Median Household Income
$42,228
Touted in four top ten rankings: Export Growth Leaders, Export Recovery Leaders, Lowest
Cost of Living, National Manufacturing Innovation Leader. (Business Facilities, 2014)
Per Capita Income
$23,383
Median Housing Value
$100,000
Lowest Housing Costs in the nation. (National Association of Realtors, 2014)
Median Housing Cost
$990 monthly
Median Rent
$626 monthly
Cost of Living
86.2 (2014 annual average)
Median Hourly Wage
$14.36 (all occupations)
5th Best Metro in U.S. to raise a family. (Forbes Magazine, April 2014)
Employment
237,100 (2014 annual average)
Listed 8th on Economic Development list based on number of new and expanded facilities
for areas with populations of 200,000 to 1 million. (Site Selection, 2013)
Unemployment Rate
7.2% (2014 annual average)
Ranked 3rd of 100 metro areas for percentage increase of manufacturing jobs from 2010
to 2011. (Brookings Institution Metropolitan Policy Forum)
Project Incentives are available to qualifying
firms:
 Enterprise Zones
The Regional Chamber provides assistance
with:
 Incentives and financing
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Community Reinvestment Areas
Foreign Trade Zones
Ohio Job Creation Tax Credit
Ohio Research & Development Tax Credit
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Identifying land and buildings to suit your
needs
Manufacturing technical services and
assistance
Strategic information
And much more
Contact the Regional Chamber for more information
Sources: 2014 American Community Survey, U.S. Census Bureau; Ohio Labor Market Information;
C2ER/ACCRA Cost of Living Index.
Youngstown/Warren Regional Chamber
11 Central Square, Suite 1600
Youngstown, OH 44503
330-744-2131 phone
330-746-0330 fax
[email protected]
www.regionalchamber.com