Call Center Absorption Report

July 2009

Site Selection Group, LLC (SSG) researches call center and back office employment trends across the world. Our research evaluates labor market fluctuations by region, community size and industry type. Data collected during July 2009 showed another strong month of postive job creation in the call center sector. Labor markets across the United States continue to be soft as the national unemployment rate reached 9.5% at the end of June. This is the highest unemployment rate seen since 1983. Call center employors continue to benefit from these conditions as other industries have not recovered as quickly. The following provides a summary of the results:

18,475 new jobs created at 29 facilities opening or expanding
28% of the new jobs created were in the United States, 15.5% were in the Philippines and 32% in Latin America
The industries with signifant new jobs announced were BPO (6,665 jobs) and Financial Services (6,650 jobs)
Major announcements by Santander, British Telecom, Transcom, Vangent and King Teleservices.

1,522 jobs displaced at 12 facilities that downsized or closed
The layoffs were distributed across Western Europe (332) and the United States (990 jobs)
The industry most impacted was the BPO sector (1,124 jobs)
Major announcements by Teleperformance and Stream.

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