Contact Centers - Select Georgia

Contact Centers
GEORGIA IS A LEADING CONTACT CENTER AND BUSINESS SERVICE CENTER DESTINATION
Georgia: Among the Top 10 States
for Customer Engagement Talent
Major Customer Care and
Teleservice Centers in Georgia
ROME
924
ATLANTA
104,051
Georgia is the fifth largest market for contact
center-related talent. Moderate wages, a prominent
headquarters base and a distinction for work ethic
contribute to the success of this industry in the state.
ATHENS
2,252
AUGUSTA
5,754
MACON
3,189
COLUMBUS
4,522
SAVANNAH
3,503
ALBANY
2,359
While most of Georgia’s customer contact centers
are in metro Atlanta, major teleservice and customer
care centers are located all over the state. Georgia
is home to 288 contact center operations, employing
more than 154,000 workers.
VALDOSTA
2,596
*Locations with 50 or more employees. Occupations include: computer
network support specialists, computer user support specialists,
telemarketers, bill and account collectors, customer service
representatives, reservation and ticket agents and travel clerks. Source:
EMSI 2016.2Q; Georgia Power Community & Economic Development Call
Center Database, 2016
288
A pipeline of 1,860 annual graduates from the
state’s technical schools with related customer
service certificates offers a steady stream of ready
skilled workers, not including the 65,000 students
graduating annually from the state’s colleges and
universities. Georgia also offers the services of Quick
Start, the state’s internationally-acclaimed workforce
development program, so that new and expanding
businesses can take advantage of high-quality training.
Georgia offers a variety of size markets for
contact center talent at moderate wages.
MSA
Atlanta
Contact
Center Jobs
Hourly
Earnings
104,051
$18.20
Augusta
5,754
$13.18
Columbus
4,522
$14.30
Savannah
3,503
$14.31
Macon
3,189
$15.83
Valdosta
2,596
$9.63
Albany
2,359
$11.93
Athens
2,252
$14.15
Dalton
1,965
$17.07
Gainesville
1,638
$15.58
Warner Robins
1,083
$16.06
Rome
924
$16.69
Brunswick
851
$12.84
Hinesville
317
$15.17
Source: EMSI 2016.2Q
Number of customer care, corporate solution
and telemarketing operations in Georgia1
8,900
Number of new jobs over the past five years with more
than 25 new or expanding contact center operations1
7th
Ranking of the Georgia market for highest
number of contact center-related jobs2
1,860
Number of students obtaining certificates in customer
service and computer support as of 20142
1. Source: Contact Center Database, Georgia Power Community &
Economic Development, 2016; 2. Source: EMSI 2016.2Q
Recent Customer Contact Locations, 2012-2016
Company
Kaiser Permanente
Anthem Inc. (expansion)
Convergys
Sykes Corporation
OnBrand24 (expansion)
VXI Global Solutions
Blue Cross Blue Shield
Customer Service Hub
Chime Solutions
Unisys
China Shipping
Blue Cross Blue Shield
(expansion)
Workers
Year
Company
816
450
450
400
140
570
2016
2016
2016
2016
2016
2015
1,500
2014
1,120
700
60
2014
2014
2014
640
2013
Urban Outfitters*
VoiceNation
Onshore Outsourcing
Teleperformance
WOW!
OnBrand24
State Farm Insurance
Fresh Beginnings (expansion)
Fresenius Medical
Alorica (expansion)
Assurant Inc. (expansion)
Convergys (expansion)
TOTAL
Workers
Year
225
200
150
130
120
100
500
200
120
100
100
80
8,871
2013
2013
2013
2013
2013
2013
2012
2012
2012
2012
2012
2012
*Additional job creation within the next two to five years Source: Contact Center Database, Georgia Power Community & Economic Development, 2016
GEORGIA POWER COMMUNITY & ECONOMIC DEVELOPMENT – YOUR PARTNER IN BUSINESS © GEORGIA POWER, AUGUST 2016
1
Georgia: A Leading Contact Center Hub
IT Services Provider, VXI Global
Solutions, Creating 570 Jobs in
Metro Atlanta
The abundance of corporate headquarters drives a thriving contact center talent base.
Georgia’s FORTUNE 500 Companies
Georgia ranks eighth among states with the most FORTUNE 500 headquarters locations.
“Our decision to launch a new site in the
College Park area was heavily influenced
by the tremendous growth that Atlanta is
currently experiencing, and we want to be
a part of the growth and development in
the area.”
Georgia is home to 18
FORTUNE 500 companies.
Many of these headquarter
locations include customer
support and teleservice
operations. Isolating those
functions is difficult, resulting
in undercounted customer
contact center operations.
Terrence Jackson, Senior Human Resources
Manager VXI Global Solutions
Source: “IT Services Provider to Create 570 Jobs in Metro
Atlanta,” Governor’s Office Press Release, 12.17.2016
State
Rank
FORTUNE
Rank
Company
Revenues
(in millions)
Location
1
The Home Depot
28
$88,519
Atlanta
2
United Parcel Service (UPS)
48
$58,363
Atlanta
3
The Coca-Cola Company
62
$44,294
Atlanta
4
Delta Air Lines, Inc.
68
$40,704
Atlanta
5
Aflac Incorporated
135
$20,872
Columbus
6
The Southern Company
162
$17,489
Atlanta
7
Genuine Parts Company
183
$15,280
Atlanta
8
First Data Corporation
249
$11,451
Atlanta
9
HD Supply Holdings, Inc.
320
$8,779
Atlanta
10
Veritiv
323
$8,718
Atlanta
11
SunTrust Banks, Inc.
329
$8,533
Atlanta
12
Mohawk Industries, Inc.
338
$8,072
Calhoun
13
AGCO
360
$7,467
Duluth
14
Asbury Automotive Group, Inc.
393
$6,588
Duluth
15
Coca-Cola European Partners
397
$6,540
Atlanta
16
NCR Corporation
409
$6,373
Atlanta
17
PulteGroup, Inc.
433
$5,982
Atlanta
18
Newell Brands
434
$5,972
Atlanta
Source: FORTUNE magazine, June 15, 2016
Leading Contact Center Employment Hubs in the U.S.
Atlanta is the fifth largest employment center in the country for contact center-related workers.
Seattle
Employment
Rank
MSA
Portland
Minneapolis
Chicago
Salt Lake City
San Francisco
Boston
Pittsburgh
Columbus
Denver
St. Louis
Kansas City
Los Angeles
San Diego
New York
Philadelphia
Baltimore
Washington, DC
Charlotte
Phoenix
ATLANTA
Dallas
!
> 100,000
!
100,000 - 65,001
!
65,000 - 45,001
!
45,000 - 30,000
San Antonio
Austin
Houston
Tampa
Orlando
Miami
Contact
CenterRelated Jobs
Hourly
Earnings
1
New York
227,455
$20.25
2
Dallas
152,556
$17.47
3
Los Angeles
151,226
$19.16
4
Chicago
132,341
$18.67
5
ATLANTA
104,051
$18.20
6
Miami
101,708
$14.85
7
Phoenix
101,235
$16.39
8
Houston
85,332
$17.04
9
Washington
76,612
$22.58
10
Philadelphia
75,714
$18.49
Source: EMSI 2016.2Q
Note: Locations with 30,000 or more workers shown.
2
GEORGIA POWER COMMUNITY & ECONOMIC DEVELOPMENT – YOUR PARTNER IN BUSINESS © GEORGIA POWER, AUGUST 2016
Low Wage Rates and Low Cost of Doing Business
Atlanta’s wage rates are competitive among some of the nation’s top customer contact locations.
The workforce in Atlanta and throughout Georgia is highly skilled with a strong work ethic. Customer
contact center employers are able to find the employees they need at the right price here in Georgia.
Customer Management Leader,
Convergys, Expanding Footprint
in Georgia
Reservation and
Transportation Ticket
Agents and Travel Clerks
Customer Service
Representatives
Bill and Account
Collectors
Telemarketers
Computer User Support
Specialists
Computer Network
Support Specialists
Hourly Wage for
Selected Occupations
State MSA
Total Employment for
Selected Occupations
Most Affordable Contact Center Markets, Sorted by Lowest Hourly Wage*
GA
AUGUSTA
5,754
$13.18
$17.29
$29.02
$9.27
$13.70
$11.96
$12.54
GA
COLUMBUS
4,522
$14.30
$20.46
$25.92
$10.03
$14.49
$12.60
$12.27
GA
SAVANNAH
3,503
$14.31
$21.99
$22.20
$13.82
$14.69
$13.07
$13.50
TX
San Antonio
45,137
$14.59
$20.04
$25.89
$10.39
$16.20
$13.55
$14.59
NE
Omaha
20,173
$14.81
$21.72
$28.97
$9.92
$13.80
$14.25
$11.20
FL
Miami
101,708
$14.85
$20.71
$23.55
$13.53
$16.64
$13.61
$16.93
OK
Oklahoma City
20,082
$15.06
$19.28
$27.50
$9.73
$15.10
$14.16
$12.43
FL
Jacksonville
26,698
$15.12
$20.19
$28.94
$10.13
$14.56
$14.35
$15.25
UT
Salt Lake City
41,941
$15.17
$21.09
$28.49
$11.08
$16.16
$14.48
$13.32
VA
Virginia Beach
22,310
$15.38
$22.48
$27.78
$10.68
$14.07
$13.94
$12.11
FL
Tampa
62,871
$15.52
$20.96
$26.80
$11.07
$16.03
$14.35
$16.97
GA
MACON
3,189
$15.83
$18.58
$19.63
$10.15
$14.64
$15.83
$13.13
OH
Cleveland
23,789
$16.37
$20.36
$22.58
$12.56
$14.36
$16.19
$11.44
AZ
Phoenix
101,235
$16.39
$22.34
$30.09
$10.73
$16.62
$15.32
$15.42
PA
Pittsburgh
34,955
$16.39
$21.36
$28.19
$10.17
$16.82
$15.07
$14.57
NC
Charlotte
43,868
$16.79
$23.19
$26.87
$11.08
$14.41
$15.73
$18.09
TX
Houston
85,332
$17.04
$25.89
$33.10
$10.92
$15.02
$14.35
$11.70
MO
Kansas City
36,858
$17.29
$23.23
$32.14
$11.60
$15.51
$15.94
$17.39
TX
Dallas
152,556
$17.47
$22.68
$35.00
$11.33
$16.61
$15.16
CO
Denver
GA
ATLANTA
PA
Philadelphia
IL
Chicago
MD
Baltimore
CA
Los Angeles
$17.88
Illinois
97
101
84
93
GEORGIA
New York
Pennsylvania
Alabama
Virginia
Minnesota
Arizona
Maryland
Colorado
Florida
California
Washington, DC
99
101
101
101
101
103
104
105
105
107
112
114
101
90
102
90
106
106
107
106
110
110
105
114
95
133
97
133
85
92
95
111
98
101
143
109
94
144
100
144
85
106
94
92
86
98
113
131
47,165
$18.14
$25.84
$32.54
$13.53
$17.04
$15.96
$13.57
104,051
$18.20
$23.83
$34.12
$13.57
$16.67
$16.22
$15.62
75,714
$18.49
$23.42
$31.62
$11.54
$17.38
$17.12
$14.80
132,341
$18.67
$24.44
$30.84
$12.15
$17.71
$17.22
$19.73
39,150
$19.09
$23.50
$31.39
$9.59
$17.97
$16.71
$16.36
151,226
$19.16
$25.57
$32.92
$12.40
$18.24
$17.31
$19.01
$19.35
$24.73
$29.76
$13.59
$17.38
$17.77
$23.17
$25.14
$33.91
$9.98
$17.76
$17.37
$17.36
57,844
$19.73
$25.73
$34.26
$13.06
$17.61
$17.56
$14.69
227,455
$20.25
$27.16
$38.08
$13.16
$19.56
$18.16
$16.68
76,612
$22.58
$27.94
$35.06
$10.32
$21.54
$18.28
$17.56
Washington
State
Cost of
Unit
State
Doing
Labor
and Local
Business Cost Energy
Tax
76
80
85
99
99
$19.48
DC
According to Moody’s Economy.com,
Georgia’s overall cost of doing business is
just below the national average. Low energy
costs and low state and local tax burden are
among the state’s strengths.
82
76
85
81
71
64,618
New York
Cost of Doing Business Comparisons
96
103
100
98
101
34,532
NY
Source: “Convergys Expands Footprint in Georgia; Brings
More than 450 Jobs to Columbus,” Convergys Press
Release, 5.16.2016
90
92
95
95
96
CA
WA Seattle
Andrea Ayers, President & CEO, Convergys
Texas
Oklahoma
Missouri
Utah
Washington
MN Minneapolis
San Diego
“Two of Convergys’ Values are Grow as
a Team and Serve the Community. At
our core, we believe in creating careers
– not just jobs – and giving back to the
communities in which we live and work.”
Source: Moody’s Economy.com State Cost of Doing
Business Index, June 2016 (2014 data). The U.S. average =
100. Georgia falls below the U.S. average in three of four
categories.
Source: EMSI 2016.2Q
*Includes top employment markets and Georgia MSAs
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3
Georgia’s Pro-Business Climate
Georgia’s pro-business climate attracts businesses from a variety of industries.
Georgia is consistently recognized
as a top state for business.
SITE SELECTION
“Top U.S. Business Climates”
1 GEORGIA
2 North Carolina
Georgia is a pro-business state. An aggressive incentives program, favorable tax rates, favorable conditions
for employers, and programs to accelerate the permitting and development process make Georgia the right
place to start and grow a business. Georgia’s current corporate income tax rate is 6 percent, ranking it
among the top 10 states with the lowest corporate income tax rate.
• Single-factor apportionment based on sales in Georgia applied against a flat 6 percent corporate
income tax rate.
3 Kentucky
• Right-to-work status
4 Louisiana
• Employment-at-will status
5 Ohio
Source: Site Selection Magazine, “2015 Top State Business
Climate Rankings,” November 2015
AREA DEVELOPMENT
“Top States for Doing Business”
1 GEORGIA
2 Texas
3 South Carolina
4 Tennessee
5 Alabama
• Pro-business incentive package, including:
–– Job tax credits for new and existing industry. Credits range from $1,250 to $4,000 per new job
created and depend on location. Higher credits are awarded to companies locating in the most
economically-challenged counties in the state.
–– The highest-level job tax credits are available to companies locating in specially designated
“opportunity zones,” “enterprise zones” or “military zones.”
–– Retraining tax credits are available to employers bringing existing employees up to speed on
new equipment or technology.
–– Education tax credits are available for basic skills training.
–– Various tax credits are available to companies that provide or sponsor child care facilities for
their employees.
–– Customized, no-cost skill-based training for employees. (Quick Start – see below)
Source: Area Development, September 2015
For details on county designations, special incentive zones and incentives, see “Georgia’s
Business Incentives” at www.SelectGeorgia.com
Quick Start’s Certified Customer Service Specialist Program:
Georgia’s Quick Start program is the state’s internationally-recognized training program.
The Quick Start staff is uniquely qualified to prepare customer contact
employees for productive and rewarding careers. Quick Start’s Certified
Customer Service Specialist program (CCSS) provides a strong foundation of skills and knowledge for the
customer service industry. Information sharing, customer service and managing the difficult customer are
just a few of the competencies CCSS graduates master.
Quick Start understands that in the service industry, employees are customers’ first contact with your
company. Quick Start’s custom training provides the customer-focused approach that will help your staff
learn to put their best foot forward for your business success.
Georgia DOL Recruitment Resources and Services:
The Georgia Department of Labor (DOL) assists new and existing businesses with
their hiring process by providing recruitment, screening and referrals at no charge
to Georgia employers or applicants.
4
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Georgia’s Contact Centers
Full and Partial Contact Centers with 50 or More Employees
Catoosa
Whitfield
Dade
Catoosa
§
¦
¨
Gordon
Pickens
Floyd
Floyd
Gordon
Pickens
Lumpkin
400
Forsyth
§
¦
¨
575
Paulding
Haralson
Haralson
Cobb
Gwinnett
§
¦
¨
Fulton
Clayton
Gwinnett
Coweta
Clayton
§
¦
¨
Henry
Fayette
§
¦
¨
Spalding
185
§
¦
¨
Meriwether
§
¦
¨
Webster
Crawford
Talbot
Terrell
Peach
Calhoun
Miller
Decatur
Randolph
Terrell
Crisp
Grady
Lee
Dougherty
Worth
Irwin
§
¦
¨
Mitchell
Miller
Screven
Bryan
Chatham
Liberty
Long
Cook
§
¦
¨
Candler
Bulloch95
Wayne
Glynn
Brantley
Evans
Tattnall
Bryan
Lanier
Telfair
Clinch
Charlton
Jeff Davis
Irwin
Coffee
Liberty
Long
§
¦
¨
95
Wayne
Bacon
Pierce
McIntosh
Glynn
Atkinson
Brantley
Ware
Cook
Chatham
Camden
Appling
Echols
Effingham
McIntosh
Pierce
WareToombs
Wheeler
Berrien
Colquitt
Jenkins
Atkinson
Tift
Baker
Evans
Tattnall
Appling
Montgomery
Source: Contact Center Database, Georgia Power Community & Economic Development, 2015
Early
Effingham
Emanuel
Jeff Davis
Berrien
Lowndes
75
Toombs
CoffeeTreutlen Bacon
Ben Hill
§
¦
¨
Bulloch
Montgomery
16
Brooks
Turner
Clay
Calhoun
Thomas
Burke
Johnson
Ben Hill
Dodge
Candler
Jefferson
Treutlen
Telfair
Wilcox
Seminole
Emanuel
Wheeler
Tift
Colquitt
Sumter
Quitman
16
Laurens
§
¦
¨
Worth
DoolyMitchell
Webster
§
¦
¨
Washington
Wilcox
75
Bleckley
Screven
Johnson
Glascock
Dodge
Turner
Pulaski
Baker
Early
Hancock
Wilkinson
Lee
Dougherty
Macon
Schley
Stewart
Twiggs
Twiggs
Houston
Richmond
Jenkins
Wilkinson
Pulaski
Sumter
Burke
Jefferson
Laurens
Dooly
Clay
Chattahoochee Marion
Columbia
Taliaferro
Washington McDuffie
Crisp
Taylor
Randolph
Richmond
Glascock
Baldwin
Jones
BaldwinBleckley
Houston
Jones
Quitman
Muscogee
§
¦
¨
Macon
Bibb
Stewart
Harris
Greene
20
Schley
Upson
Hancock
Peach
Muscogee
Lamar
Monroe
Chattahoochee Marion
185
McDuffie
Wilkes Warren Lincoln
Putnam
Crawford
Talbot
Taylor
Pike
Columbia
Taliaferro
Putnam
Bibb
Jasper
85
Troup
Greene
20
Warren
Upson
Butts
Harris
Lincoln
Wilkes
Elbert
§
Oglethorpe
¦
¨
Jasper
Monroe
Elbert
Oglethorpe
Madison
Oconee
Oconee
Butts
Pike
Lamar
Newton
Meriwether
Hart
Madison
Morgan
Clarke
Morgan
85
Troup
Coweta
Spalding
Partial Contact Center
Hart
Clarke
Newton
Henry
Carroll
Heard
Barrow
Fayette Walton
DeKalb Rockdale
Heard
§
¦
¨
85
Franklin
Jackson
Jackson
Walton
DeKalb Rockdale
Fulton
§
¦
¨
Barrow
Carroll
20
Douglas
985
985
20
Douglas
Paulding
400
Full Contact
Center
Partial
Contact Center
85
Franklin
Banks
¬
« §
¦
¨
Banks
Cobb
Full Contact Center
White Habersham
Stephens
HallForsyth
575
§
¦
¨
Polk
Rabun
White Habersham
Hall Stephens
Dawson
¦
¨
¬
Ǥ
§
¦
¨
Polk
Bartow
Gilmer
BartowDawson Cherokee
Cherokee
Towns
UnionRabun
Lumpkin
§
¦
¨
75
Chattooga
75
Chattooga
Gilmer
Towns
Fannin
Union
Murray
Walker
Murray
Walker
FanninWhitfield
Dade
Lanier
Seminole
Decatur
Grady
Thomas
Clinch
Charlton
Camden
Brooks
Lowndes
Echols
Source: Contact Center Database, Georgia Power Community & Economic Development, 2016
Source: Contact Center Database, Georgia Power Community & Economic Development, 2016
Note: Partial contact centers include locations that have a contact center housed within a larger function such as headquarters or distribution.
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5
Full Customer Contact Centers
Company
(50 or More Employees)
Metro Area
Employment Line of Business
Function
ADP Inc. Call Center
Atlanta
499
Tax Credit Services
Allconnect Inc.
Atlanta
140
Telemarketing/Customer Contact Services Telemarketing/Call Center Services
Allconnect Inc. Call Center
Atlanta
200
Telecommunications Customer Service
Alorica Inc.
Atlanta (Kennesaw)
American Express Consumer Travel Call Center
Atlanta (Lawrenceville)
Anthem Inc. Call Center
Savannah
Assurant Specialty Property Service Center
Atlanta (Duluth)
AT&T Call Center
Atlanta (Norcross)
1500
Customer Support Services
Telecommunications Customer Service
Telemarketing/Customer Contact Services Customer Contact Solutions Outsourcing
80
Travel/Hospitality/Entertainment
Traveler Customer Call Center
80
Insurance
Customer Service
950
Insurance
Customer Service and Claims Processing
170
Radiotelephone Communications
Customer Service
Atlanta Gas Light Co. Call Center
Atlanta (Riverdale)
170
Natural Gas Distribution
Customer Care Center
Birch Communications
Macon
75
Communications Services
Customer Service
Birch Communications
Atlanta
400
Communications Services
Customer Service and Training Center
Insurance
Large Customer Support Division (Claims,
Operations, Clinical Management)
Finance – Retail
Customer Service
Blue Cross Blue Shield of Georgia Customer
Service Hub
Columbus
CarMax Auto Finance
Atlanta (Kennesaw)
Chat Comm 911
Atlanta
1800
500
60
Chime Solutions
Atlanta (Morrow)
1120
China Shipping North America
Atlanta (Marietta)
60
Telemarketing/Call Center Services
Telemarketing/Call Center Services
Contact Center staffing
Contractor Staffing Solutions, Contact
Center Service
Freight Transportation
Customer Service
Coca-Cola Refreshments Inc. Call Center
Atlanta (Alpharetta)
500
Beverage Manufacturing Customer Support Customer Service
Colibrium Direct
Atlanta (Roswell)
400
Healthcare Insurance
Comcast Cable Communications Inc. Call Center
Atlanta (Alpharetta)
1000
Telesales and Customer Service
Cable & Other Pay Television Services
Customer Service
Outsourced Call Center Services,
Help Desk Solutions
Collections, Field Service Projects, Contact
Center Services
Computer Generated Solutions Inc.
Atlanta
355
Computer Hardware/Software/
Systems Design
Contract Callers Inc. (CCI)
Augusta
200
Telemarketing/Call Center Services
Convergent Contact Solutions
Augusta
305
Telemarketing/Customer Contact Center
Customer Service
Convergent Outsourcing Inc.
Atlanta
550
Banking/Finance/Credit/Tax
Collections, Customer Contact
Convergys
Columbus
450
Business Services
Back-Office Support
Convergys Corp. Customer Contact Center
Valdosta
350
Coxe Curry & Associates
Atlanta
50
Business Services
Customer Service Operations for Client Companies
Computer Processing & Data Preparation
Telemarketing/Call Center Services
Delta Air Lines Inc.
Augusta
206
Transportation/Delivery Services
Reservations Center
DialAmerica Marketing Inc.
Donnelly Communications Inc.
Athens
500
Telemarketing/Customer Contact Services Telemarketing/Customer Contact Services
Atlanta
350
Telemarketing/Customer Contact Services Telemarketing/Customer Contact Services
E*TRADE Financial Corp. Call Center
Atlanta (Alpharetta)
700
Banking/Finance/Credit/Tax
Customer Service, Customer Contact
ELEAD1ONE
Valdosta
400
Automotive
Customer Contact Center
Electrolux Major Appliances Call Center
Augusta
1000
Manufactured Goods
Customer Support Services
Express Scripts Inc.
St. Marys
522
Retail / Wholesale Trade Services
Customer Service
First Financial Asset Management
Atlanta
600
Adjustment & Collection Services
Adjustment & Collection Services
Focus Receivables Management LLC
Atlanta (Marietta)
130
Banking/Finance/Credit/Tax
Collections Services, Customer Contact
Fresenius Medical
Atlanta (Kennesaw)
250
Kidney Dialysis Center
Customer Service
Georgia Power Co. Customer Care Center
Atlanta (McDonough)
120
Utility
Customer Service, Customer Contact
Honeywell Global Service Response Center
Atlanta
540
Industrial Machinery & Equipment
Customer Contact
IBM Corp.
Atlanta (Smyrna)
150
Computer Hardware/Software
Customer Support Services
InComm Inc.
Atlanta (Norcross)
450
Telephone Communication
Customer Service
InterCall Inc.
Atlanta (Newnan)
120
Telephone Communication
Customer Service
Note: When contact center is not located in a metro area, the city is noted.
6
GEORGIA POWER COMMUNITY & ECONOMIC DEVELOPMENT – YOUR PARTNER IN BUSINESS © GEORGIA POWER, AUGUST 2016
Company
Metro Area
Internal Revenue Service Center
Atlanta (Chamblee)
Kaiser Permanente
Atlanta (Duluth)
Message Technologies Inc.
Atlanta
MSC Industrial Supply Co. Call Center
Atlanta (Mabelton)
National EMS Inc. Call Center
Athens
NCR Corp. Center of Excellence
Atlanta (Peachtree City)
New York Life Insurance Co.
Atlanta (Alpharetta)
OnBrand24
Savannah
Onshore Outsourcing
Orkin Pest Control Call Center
Employment Line of Business
200
Function
Government
Customer Service Center
Healthcare Provider
Customer Service
Answering Service
Answering Service
Retail/Wholesale Trade Services
Call & Fulfillment Center
Emergency Medical Services
Customer Contact
Business Services
Help Desk, Customer Support/Training
400
Insurance Agents, Brokers, Service
Customer Service
120
Telemarketing/Customer Contact Services Telemarketing/Customer Contact Services
Glennville
200
Technology Services
Telemarketing/Customer Contact Services
Atlanta (Covington)
150
Pest & Termite Treatment Services
Customer Service
250
Software Development/Pharmaceutical
Industry
Customer Contact
Healthcare Equipment
Customer Care Center, Technical Support
Telemarketing/Call Center Services
Telemarketing/Call Center Services
4,311
800
60
446
90
PharmaCentra|ConCentra Solutions
Americus
Philips Healthcare Customer Solutions
Atlanta (Alpharetta)
PointClear LLC
Atlanta (Duluth)
QTS
Atlanta (Suwanee)
65
Computer Facilities Management Services Customer Service
Radial (formerly eBay Enterprise Inc.)
Brunswick
85
Internet E-commerce or Sales
Customer Service, Customer Contact
Ricoh Americas Corp. Call Center
Atlanta (Duluth)
Retail/Wholesale Trade Services
Customer Service, Customer Contact
Ruffalo Noel Levitz
Athens
60
Business Services
Customer Service
Siemens Healthcare Diagnostics Call Center
Atlanta (Duluth)
50
Technical help
Customer Service
SITEL Corp.
Augusta
250
Telemarketing/Customer Contact Services Shared Services Telemarketing, Customer Contact
Southwest Airlines Atlanta Customer
Support & Services (CS&S) Call Center
Atlanta
350
Transportation/Delivery Services
Customer Service, Reservations Center
Sprint Call Center
Atlanta
850
Telecommunications
Customer Service, Shared Services
State Farm Customer Service Center
Atlanta
900
Insurance Customer Service
Insurance Customer Service
Synovous Financial Corp. Call Center
Columbus
390
Financial Services
Customer Service, Customer Contact
TeleNet Marketing Solutions LLC
Athens
60
Telemarketing/Call Center Services
Telemarketing/Call Center Services
Teleperformance
Albany
900
Telemarketing/Customer Contact Services Customer Service
Teleperformance
Augusta
980
Telemarketing/Customer Contact Services Customer Service
The Home Depot Call Center
Atlanta (Kennesaw)
700
Retail/Wholesale Trade Services
Customer Service
Thermo Fisher Scientific Inc. Call Center
Atlanta (Suwanee)
185
Manufactured Goods
Customer Service, Order Processing Center
T-Mobile USA Inc.
Augusta
608
Communications Services
Customer Service
TopTel USA
Atlanta (Dunwoody)
Telemarketing/Customer Contact Center
Telemarketing/Customer Contact Center
Travelport GDS
Atlanta
460
Internet E-Commerce or Sales
Customer Service/Help Desk
TSYS
Atlanta (McDonough)
450
Credit Card and Payment Processing
Customer Service Center
Unisys
Augusta
700
Information Technology
Customer Service
Urban Outfitters
Augusta
225
Retail Clothing
National Customer Service, IT Support
VoiceNation LLC
Atlanta (Buford)
Live Answering Services
Customer Service
VXI Global Solutions
Atlanta (College Park)
570
Telemarketing/Customer Contact Center
Telemarketing/Customer Contact Center
WOW! Call Center
Augusta
375
Communications Services
Customer Support Services
Zcorum Customer Care Center
Gordon
150
Communications Services
Customer Care Center
60
550
515
50
80
Note: When contact center is not located in a metro area, the city is noted.
GEORGIA POWER COMMUNITY & ECONOMIC DEVELOPMENT – YOUR PARTNER IN BUSINESS © GEORGIA POWER, AUGUST 2016
7
Locations with Partial Contact Center Functions
(50 or More Employees)
Partial contact centers include locations that have a contact center housed within a larger function such as headquarters or distribution.
Georgia’s diverse employer base serves industry segments ranging from retail to finance to heavy manufacturing and provides jobs for thousands of Georgians.
The state’s largest companies often employ customer care and teleservice workers.
Company
Metro Area
Line of Business
Function
Aaron's Inc.
Atlanta (Kennesaw)
Franchisors & Licensors
Customer Service Center
Access Insurance Co.
Atlanta
Insurance Agents, Brokers, Service
Customer Service, Claims Processing
ACE Group
Atlanta (Alpharetta)
Insurance
Customer Service, Claims Processing
ACI Worldwide Inc.
Atlanta (Norcross)
Computer Hardware/Software/Systems Design
Customer Support Services
Ackerman Security Systems
Atlanta (Norcross)
Security Systems Services
Customer Support Services
ADP LLC
Augusta
Business Services
Customer Support, Payroll Processing
ADP LLC (Multiple Divisions)
Atlanta (Alpharetta)
Business Services
Call Center Services, HR, Payroll Processing
Adtech Global
Atlanta (Alpharetta)
Business Services
Customer Support, Help Desk
Advanced Disposal Services Inc.
Atlanta (Battle Ground)
Refuse Systems
Customer Support Services
AFLAC Inc.
Columbus
Insurance
Large Customer Support Division
AGL Resources Inc.
Atlanta
Utility
Sales & Customer Service
Altegra Health
Atlanta
Health Insurance
Customer Service, Claims Processing
American Home Shield Corp.
LaGrange
Insurance
Customer Service, Claims Processing
American International Group Inc./AIG
Atlanta (Alpharetta)
Insurance
Customer Service, Claims Processing
AON Hewitt
Atlanta
Business Services
Customer Service
Ashworth College
Atlanta (Norcross)
College
Student Support
Associated Credit Union
Atlanta (Norcross)
Credit Union
Customer Support Services
Assurant Specialty Property
Atlanta
Insurance
Customer Service, Claims Processing
AT&T Georgia
Columbus
Communications Services
Customer Support Services
AT&T Inc.
Augusta
Communications Services
Customer Support Services
AT&T Mobility
Cedartown
Communications Services
Customer Support Services
Automobile Protection Corp./EasyCare
Atlanta (Norcross)
Insurance
Customer Service
Baker & Taylor Inc. Distribution Center
Commerce
Manufactured Goods
Customer Service
Bank of America Dealer Financial Services
Atlanta (Alpharetta)
Banking
Customer Support Services
BCD Travel
Atlanta
Travel/Hospitality/Entertainment
Customer Support Services
Benevis LLC
Atlanta (Marietta)
Dentists Offices & Clinics
Customer Support Services
Better Homes & Gardens Real Estate Metro
Atlanta
Real Estate
Customer Support Services
BizChair.com
Atlanta (Canton)
Office Products
Customer Service
Blue Cross Blue Shield of Georgia
Atlanta
Insurance
Large Customer Support Division
Brandbank Operations Center
Atlanta (Lawrenceville)
Banks
Customer Support Services
Brasseler USA
Savannah
Manufactured Goods
Customer Service
burton + BURTON
Athens
Toys & Hobby Goods & Supplies
Customer Support Services
Buyers Protection Group Inc.
Atlanta (Alpharetta)
Home Inspection Services
Customer Service
CAN Capital
Atlanta (Kennesaw)
Finance, Insurance, and Real Estate
Sales and Customer Service
Carestream Dental LLC
Atlanta
Business Services
Customer Service
CDK Global
Atlanta (Alpharetta)
Business Services
Customer Service, Claims Processing
Ceridian Corp.
Atlanta
Business Services
Customer Support, Payroll Processing
Chemical Products Corp.
Atlanta (Cartersville)
Chemical Manufacturing
Customer Support Services
Cherokee Carpet Industries
Dalton
Rugs & Carpets
Customer Service
CIOX Health
Atlanta (Alpharetta)
Health Information Technology
Customer Service
CMD Group
Atlanta (Norcross)
Periodicals, Publishing and or Printing
Customer Support Services
Comcast Cable Communications Inc.
Atlanta
Communications Services
Customer Service
Note: When contact center is not located in a metro area, the city is noted.
8
GEORGIA POWER COMMUNITY & ECONOMIC DEVELOPMENT – YOUR PARTNER IN BUSINESS © GEORGIA POWER, AUGUST 2016
Company
Metro Area
Line of Business
Function
Cotiviti Corp.
Atlanta
Healthcare Payment Services
Customer Support, Technical Help
COUNTRY Financial
Atlanta (Alpharetta)
Insurance Agents, Brokers, Service
Customer Service
Cox Communications Inc.
Macon
Communications Services
Customer Service
CPO Commerce
Atlanta (Lawrenceville)
Hardware
Customer Support Services
CribMaster
Atlanta (Marietta)
Computer Programming Services
Customer Support Services
Delta Dental Insurance Co.
Atlanta (Alpharetta)
Hospital & Medical Service Plans
Customer Service, Claims Processing
Digital Insurance
Atlanta
Insurance Agents, Brokers, Service
Customer Service
EarthLink Inc.
Atlanta
Internet Service Provider
Customer Service
Eaton Lighting Solutions
Atlanta (Peachtree City)
Manufactured Goods
Customer Service, Billing
Emory Healthcare/Orthopaedics
Atlanta
Doctors, Medical, Offices & Clinics
Customer Service
Encompass Insurance Co.
Atlanta (Duluth)
Insurance
Customer Service
Equifax Inc. (Multiple Locations)
Atlanta
Banking/Finance/Credit/Tax
Customer Service
Fidelity Bank/Operations Center
Atlanta
State Commercial Banks
Customer Service
Fidelity Information Services
Atlanta (Norcross)
Prepackaged Software
Customer Support Services
First Data Corp.
Atlanta (Marietta)
Banking/Finance/Credit/Tax
Shared Services, Customer Contact
First Investors Servicing Corp.
Atlanta
Personal Credit Institutions
Customer Service
Fiserv Inc. (Multiple Locations)
Atlanta (Norcross)
Banking/Tax/Credit
Customer Service
FleetCor Technologies Inc.
Atlanta (Norcross)
Business Services
Customer Service
Gas South LLC
Atlanta (Marietta)
Natural Gas Transmission
Customer Service
GE Capital Credit Services
Macon
Business Services
Customer Service, Collections
GE International Inc.
Atlanta (Chamblee)
Electrical & Electronic Equipment
Customer Service
GEICO
Macon
Insurance
Customer Service, Claims Processing
Georgia Bank & Trust Co. Operations Center
Augusta
Banking and Finance
Customer Service
Georgia Farm Bureau Mutual Insurance Co.
Macon
Insurance
Customer Service
Georgia-Pacific LLC
Atlanta
Manufactured Goods
Shared Services, Customer Support
Greenway Health LLC
Atlanta (Carrollton)
Business Services
Customer Service, Technical Support
Gwinnett Technical College
Atlanta (Lawrenceville)
College
Student Support
Habitat for Humanity International Inc.
Atlanta
Individual & Family Social Services
Customer Service
Home Depot Inc.
Atlanta
Lumber & Other Building Materials
Customer Service, Shared Services
HP Inc. Data Center
Atlanta (Alpharetta)
Computer Hardware/Software/Systems Design
Customer Service, Product Help
HSI Financial Services LLC
Atlanta
Business Services
Customer Service
Humana Inc.
Atlanta (Roswell)
Hospital & Medical Service Plans
Customer Service
Infor Global Solutions
Atlanta (Alpharetta)
Business Services, Software Development
Shared Services, Customer Service
Ingo Money Inc. (Multiple Locations)
Atlanta (Roswell)
Internet Banking
Customer Service
Internap Network Services Corp.
Atlanta
Internet Service Provider
Customer Service
Jackson EMC
Jefferson
Electric Services
Customer Service
Kaiser Permanente
Atlanta
Hospital & Medical Service Plans
Customer Service
Kendrick Paint & Body Shop
Augusta
Body Repair Shop
Customer Support Services
Kids II Inc.
Atlanta
Games, Toys & Children's Vehicles
Customer Support Services
Larson-Juhl
Atlanta (Norcross)
Nondurable Goods, Other
Customer Support Services
Lectra USA Inc.
Atlanta (Marietta)
Computers, Computer Equip & Software
Customer Support Services
Level 3 Communications LLC
Atlanta
Communications
Customer Service
LexisNexis Risk Solutions
Atlanta (Alpharetta)
Business Services, Credential Verification
Customer Service, Transaction Processing
LGE Community Credit Union
Atlanta (Marietta)
Credit Unions, Federally Chartered
Customer Service
LOMA
Atlanta
Associations, Business
Customer Service
Lund International Inc./Ventshade Division
Atlanta (Lawrenceville)
Motor Vehicle Parts & Accessories
Customer Support Services
Note: When contact center is not located in a metro area, the city is noted.
GEORGIA POWER COMMUNITY & ECONOMIC DEVELOPMENT – YOUR PARTNER IN BUSINESS © GEORGIA POWER, AUGUST 2016
9
Company
Metro Area
Line of Business
Function
Manhattan Associates Inc.
Atlanta
Business Services
Customer Support Services
Manheim/OVE
Atlanta
Retail / Wholesale Trade Services
Customer Support Services
MarketSource Corp.
Atlanta (Alpharetta)
Communications Services
Customer Service
MAXIMUS Inc./Georgia Families
Atlanta
Individual & Family Social Services
Customer Service
McKesson Provider Technologies
Atlanta (Alpharetta)
Computer Hardware/Software/Systems Design
Customer Support Services
McMaster-Carr Supply Co.
Atlanta
Industrial Supplies
Customer Service
Meggitt Training Systems Inc.
Atlanta (Suwanee)
Training
Shared Services, Customer Service
Mohawk Industries Inc.
Dalton
Manufactured Goods
Sales and Customer Service
Momentum Telecom
Atlanta (Cartersville)
Telecommunications
Customer Service
NCR Corp.
Atlanta (Duluth)
Computer Hardware/Software/Systems Design
Help Desk
OFS Fitel LLC
Atlanta (Carrollton)
Telephone & Telegraph Apparatus
Customer Service
Ole Mexican Foods Inc.
Atlanta (Norcross)
Groceries & Related Products
Customer Service
Optum Inc.
Atlanta
Insurance
Customer Service, Claims Processing
Orkin LLC
Atlanta
Business Services
Customer Service
Palmetto GBA LLC
Augusta
Business Services
Customer Service
Parallon Business Solutions LLC
Atlanta (Norcross)
Insurance
Billing and Collections Center
Parts Authority Inc.
Atlanta (Norcross)
Motor Vehicle Supplies & New Parts
Customer Support Services
Pirelli Tire LLC
Rome
Manufactured Goods
Customer Service
Primerica Inc.
Atlanta (Duluth)
Insurance
Customer Support, Debt Collection
Quest Diagnostics Inc.
Atlanta (Tucker)
Medical Laboratories
Client Services
Randstad USA
Atlanta
Business Services
Support Services, Customer Contact
RelayHealth
Atlanta
Management Consulting Services
Customer Service
Response Mine Interactive
Atlanta
Advertising Agencies
Customer Service
Ricoh Americas Corp.
Atlanta (Tucker)
Office Products
Customer Service
Ricoh USA Accounting Center
Macon
Retail / Wholesale Trade Services
Customer Service, Business Services
Rinnai America Corp.
Atlanta (Peachtree City)
Air Conditioning & Heating Equipment
Customer Support Services
Robins Federal Credit Union
Warner Robins
Credit Unions
Customer Service
Royal Metal Products Inc.
Atlanta (Temple)
Sheet Metal Work
Customer Support Services
Ryder Shared Services Center
Atlanta (Alpharetta)
Transportation Services
Customer Service
Sage North America
Atlanta (Lawrenceville)
Computer Hardware/Software/Systems Design
Customer Support, Help Desk
Scientific Games International Inc.
Atlanta (Alpharetta)
Travel/Hospitality/Entertainment
Technical Support
Scott Logistics Corp.
Rome
Transportation/Logistics
Customer Service
ServiceCheck
Atlanta
Computer Processing & Data Preparation
Customer Service
Shaw Industries
Dalton
Manufactured Goods
Customer Service
Shaw Industries
Atlanta (Cartersville)
Manufactured Goods
Customer Service
Snapping Shoals EMC
Atlanta (Covington)
Utility
Customer Service
Southeastern Mills Inc.
Rome
Food & Beverage
Customer Service
Southeastrans Inc.
Atlanta (College Park)
Local Passenger Transportation, Other
Customer Service
Southern Prosthetic Supply Inc.
Atlanta (Alpharetta)
Medical Equipment & Supplies
Customer Service
SPH Analytics
Atlanta (Duluth)
Consulting
Phone Surveys, Call Center Services
Stars & Strikes Family Entertainment Center
Atlanta (Dacula)
Amusement & Recreation Services
Customer Service
State Farm Insurance Co. Claims
Atlanta (Duluth)
Insurance
Claims Processing
Stone Mountain Park
Atlanta (Stone Mountain)
Amusement & Recreation Services
Customer Service, Reservations
The Hartford
Atlanta (Alpharetta)
Fire, Marine & Casualty Insurance
Customer Service
The Omni Insurance Group
Atlanta
Fire, Marine & Casualty Insurance
Customer Service
TOTO USA Inc.
Atlanta (Fairburn)
Vitreous China Plumbing Fixtures
Customer Support Services
Note: When contact center is not located in a metro area, the city is noted.
10
GEORGIA POWER COMMUNITY & ECONOMIC DEVELOPMENT – YOUR PARTNER IN BUSINESS © GEORGIA POWER, AUGUST 2016
Company
Metro Area
Line of Business
Function
TransUnion LLC
Atlanta
Business Services
Credit Reporting Services
Travelers
Atlanta (Alpharetta)
Insurance
Customer Service, Claims Processing
TSYS Loyalty & Prepaid
Atlanta (Alpharetta)
Business Consulting Services
Customer Service
TSYS/Total System Services Inc.
Columbus
Business Services
Customer Service, Credit Card Processing
Tyson Foods
Macon
Poultry Processing
Customer Service
United Acceptance Inc.
Atlanta (Smyrna)
Business Services, Other
Customer Service
United Way of Greater Atlanta
Atlanta
Social Services
Customer Service
Verint Systems Inc.
Atlanta (Alpharetta)
Computer Integrated Systems Design
Customer Service
Verizon Wireless (Multiple Locations)
Atlanta (Alpharetta)
Communications Services
Customer Service
Vertex Business Services NA
Atlanta (Kennesaw)
Business Services
Customer Service
Vision Wireless
Augusta
Communications Services
Help Desk
Vonage Business Solutions
Atlanta
Communications Services
Customer Support Services
Walton EMC
Atlanta (Monroe)
Electric Services
Customer Service
Windstream Communications
Baldwin
Radiotelephone Communications
Customer Service
Winn Army Community Hospital
Fort Stewart
Hospital
Customer Service
World Financial Group Inc.
Atlanta (Duluth)
Insurance Agents, Brokers, Service
Customer Service
WorldPay US Inc.
Atlanta
Business Services
Customer Service, Transaction Processing
Yamaha Motor Corp. USA
Atlanta (Kennesaw)
Motor Vehicle Supplies & New Parts
Customer Support Services
Vonage Business Solutions
Atlanta
Telephone Communications
Customer Support Services
Walton EMC
Atlanta (Monroe)
Electric Services
Customer Service
Windstream Communications
Baldwin
Radiotelephone Communications
Customer Service
Winn Army Community Hospital
Fort Stewart
Hospital
Customer Service
Wipro Technologies
Atlanta
Business Services
Customer Service, Technical Help Desk
World Financial Group Inc.
Atlanta (Duluth)
Insurance Agents, Brokers, Service
Customer Service
WorldPay US Inc.
Atlanta
Business Services
Customer Service, Transaction Processing
Yamaha Motor Corp. USA
Atlanta (Kennesaw)
Motor Vehicle Supplies & New Parts
Customer Support Services
Note: When contact center is not located in a metro area, the city is noted.
GEORGIA POWER COMMUNITY & ECONOMIC DEVELOPMENT – YOUR PARTNER IN BUSINESS © GEORGIA POWER, AUGUST 2016
11
Georgia Power has been helping companies locate in our state for nearly
90 years. We offer a full array of products and services available at no
cost. To receive confidential, proven assistance, please contact one of
our experienced professionals:
Jonathan Sangster
[email protected]
General Manager
Doug Coffey
404-506-3416 [email protected]
Walt Farrell
404-506-2243 [email protected]
Kevin Lovelace 404-506-3144
[email protected]
Brenda Robbins 404-506-6617 [email protected]
Charles Stallworth404-506-2312 [email protected]
Georgia Power Community & Economic Development
75 Fifth Street NW, Ste. 175, Atlanta, GA 30308
[email protected]
www.SelectGeorgia.com
8.18.16