If you live in northern Colorado and you need a job, Center Partners in Fort Collins is hiring. In fact, they’re looking for 275 new employees. Center Partners is an outsourced call center and their customers include T-Mobile, TiVo, Bare Escentuals, and an unnamed “a fortune 500 credit card company”. 175 of those new employees are for the credit card company alone.
And I guess we know how much TiVo’s front line support reps make:
Incentive-based pay starts at $9.25, but the average worker makes between $12 and $14 “depending on the energy they’re bringing in to work everyday,” said Michelle Entwistle, senior human resources recruiting supervisor.
I wonder what those incentives are and how they influence calls. Calls per hour? Call closure rate? Customer retention? You have to be careful because the wrong incentives can favor getting customers off the phone quickly instead of staying on to solve a problem. Correlation with successful issue resolution and customer satisfaction is important.
I did front line product support as my first job in tech, and I have friends who did time on consumer support for a PC vendor. It’s not a fun job, but it’s a job.
Via the Loveland Connection.