This quarter had some big announcements across various industries including business process outsourcing, financial services, technology and telecommunications.
2020 Minimum Wages by StateĢ2 major global call center expansions announced in Q3 2019 The following map identifies the minimum wage by the state for 2020. In the Minimum Wage Report 2020 recently released by Site Selection Group, the current and future minimum wage changes are outlined in detail. The greatest increases are occurring in states such as Arizona, California, Washington, Oregon, Colorado, New York, Maine, and Massachusetts where the minimum wage will increase to $11+ per hour by Jan. This level of wage inflation can especially make it very challenging for business process outsourcers who often pay in the bottom range of wages. In mega-cities, such as New York, Chicago, and Los Angeles, entry-level call center wages have increased to $15+ per hour.īased on Site Selection Group estimates, there have been approximately 20-30% wage inflation across most U.S. However, in the last few years, extremely low unemployment and political pressure to increase minimum wages in many states have caused call center employers to increase entry-level wages to $12 to $14 per hour in most metro areas.
New minimum wage laws steering call center site selection decisionsĬall center employers have enjoyed decades of paying low, entry-level wages in the $10 to $12 per hour range. To help you see where these companies are expanding, Site Selection Group has summarized some of the bigger announcements and outlined some strategies to consider before making your next call center site selection decision. Companies continue to invest in their call center operations and implement site selection strategies to optimize their call center footprint. These call center jobs were spread among 74 call centers at onshore, nearshore and offshore locations. More than 30,000 call center jobs led by employers such as AT&T, Brex, PNC Bank and Carmax were announced in the third quarter of 2019.