Contact Centers - Select Georgia
Transcription
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 GEORGIA POWER COMMUNITY & ECONOMIC DEVELOPMENT – YOUR PARTNER IN BUSINESS © GEORGIA POWER, AUGUST 2016 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 GEORGIA POWER COMMUNITY & ECONOMIC DEVELOPMENT – YOUR PARTNER IN BUSINESS © GEORGIA POWER, AUGUST 2016 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 ¦ ¨ ¬ «§ § ¦ ¨ 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. GEORGIA POWER COMMUNITY & ECONOMIC DEVELOPMENT – YOUR PARTNER IN BUSINESS © GEORGIA POWER, AUGUST 2016 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 404-506-7502jlsangst@southernco.com General Manager Doug Coffey 404-506-3416 hdcoffey@southernco.com Walt Farrell 404-506-2243 wffarrel@southernco.com Kevin Lovelace 404-506-3144 kmlovela@southernco.com Brenda Robbins 404-506-6617 bkrobbin@southernco.com Charles Stallworth404-506-2312 cgstallw@southernco.com Georgia Power Community & Economic Development 75 Fifth Street NW, Ste. 175, Atlanta, GA 30308 econdevga@southernco.com www.SelectGeorgia.com 8.18.16
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