Many industries are now acknowledging the vital role that excellent, culturally competent customer service plays in customer satisfaction and retention. As a result, customer service jobs are making a comeback in the U.S. in spite of the recent recession and the trend to outsource customer care jobs abroad, new data shows.
New data gathered by CareerBliss, an online career community, shows that U.S.-based customer care jobs grew as much as 16 percent since the start of 2011. Industries that have seen the greatest growth include computers and electronics, and government and business services (which include financial services).
The lowest growth in customer service jobs was in the telecommunications and nonprofit sectors.
Coupled with growth, Careerbliss noted an increasing trend toward moving customer service to work-from-home representatives who are able to work anywhere in the United States. This is more cost-effective than hiring full-time, in-house workers and allows companies to retain the culturally oriented empathy, solutions and quality of service that customers respond positively to.
“With the recent recession, companies are looking to retain customers more than ever, and the quality of customer service is of utmost importance," said Matt Miller, co-founder and chief technology officer of CareerBliss. "Companies are now looking to bring customer service teams back to the U.S. to ensure top quality and control over their support services."
"Even in an increasingly global marketplace, where competition is stiff and cost of business can vary dramatically, CareerBliss finds that top-rate customer service is a major priority in many industries, and business leaders are finding that excellent representatives able to connect with their customers are worth more than the monetary saving that outsourcing those jobs brings," said Heidi Golledge, the company's co-founder and CEO, said.