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Call Center Hiring Supply & Demand Update, August 2017

Call Center Hiring Supply & Demand Update, August 2017

Call center representatives are on the frontlines of your business from troubleshooting customer issues to finalizing sales. Right now, the call center industry is seeing a shortage of available talent, and the industry is only project to grow through now and 2024. (Deloitte)

From February 2017 to July 2017, the available call center talent supply met only a portion of demand. Below is supply and talent demand data sourced from CareerBuilder’s Insights portal.

U.S. Candidate Supply & Demand
For Common Call Center Roles
February – July 2017

Role Supply Demand Percent of talent available to meet demand
Customer service representatives 87,824 139,950 62.8%
First-line supervisors of office and administrative support workers 23,413 40,836 57.3%
Sales representatives, services, all other 4,962 26,606 18.6%
Sales agents, financial services 3,000 20,291 14.8%
Sales representatives, wholesale and manufacturing, except technical and scientific products 2,700 14,443 18.7%
Telemarketers 5,114 10,040 50.9%
Sales representatives, wholesale and manufacturing, technical and scientific products 1,713 9,524 18%
Sales and related workers, all other 216 1,407 15.4%

Source: Career Builder Insights

The U.S. Department of Labor projects 39 percent growth in customer service representative positions in call centers between 2014 and 2024.

This is great news for your industry, but if you are on the hiring end, it means increased competition for call center talent; however improved hiring practices can help alleviate this talent supply burden.

Top U.S. Cities
Call Center Candidate Supply vs. Demand

Source: Career Builder Insights

With the exception of Miami and Jacksonville, Florida, demand outpaced supply across the most active cities for call center talent.

Take Control of Your Hiring

Let Hudson help you navigate this challenging call center hiring environment. Through our recruitment process outsourcing (RPO) service, our team will become an extension of your team bringing best practices to decrease time-to-fill and cost-per-hire. We can also position your employer brand to attract higher quality candidates, fill your talent pipeline with top notch talent, and administer online assessments to improve retention by hiring the right candidates from the start.

Contact Hudson today to discuss how we can help your business thrive through improved hiring practices.

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