RAEDC has been growing steadily in the Rockford Area for 10 years.
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Customer Service Centers



The Rockford Area Economic Development Council offers the following information regarding the Rockford area’s Back Office/Call Center industry strengths for consideration by HCL America, Inc.

Rockford’s Strengths for Teleservice Centers

The Rockford market also will support additional customer service centers. The current concentration of customer service centers has established a critical mass. The Rockford region’s sustained population growth, the proximity to colleges/universities, and industry training programs ensures a robust supply of labor to support this growing industry.

  • Good labor availability for technical support, customer service representatives and clerical workers. The labor saturation for call center employment is estimated to be about 1.1%
  • Labor quality is high, particularly productivity, and turnover is well below the national average for the industry.
  • There are over 15 buildings capable of housing a call center ranging from 20,000 to 100,000 sq. ft..
  • Telecommunications infrastructure is excellent with outstanding options for local and long distance service.
  • Employers feel that electric power reliability is excellent.
  • There are well-known colleges with proven track records in training and supporting IT companies along with close proximity to an excellent state university.
  • Excellent reimbursable training programs and financial incentives that can amount to substantial start-up savings.
  • The Rockford region has a low cost of living, attractive housing prices, and immediate access to Chicago’s infrastructure and amenities.
  • Strong community support for growth and development.

In a recent study, the Rockford area was proven to have the 2nd lowest fringe benefits costs in the study group. Also, Rockford’s average lease costs were among the lowest in the Midwest. The area’s Back Office/Call Center labor quality has been rated higher than most other major Midwest metropolitan areas as “good” according to Carter & Burgess’s, now Jacob’s Engineering, Field Work. The Rockford area has enormous operating and living costs advantages in the Midwest region, with a good quality workforce for the call center industry.

 

Customer Service Center Strengths

  • Good labor availability
  • Good labor quality
  • Good telecommunications infrastructure
  • Training incentives
  • Existing Class B buildings
  • Access to O'Hare air service
  • Large regional location activity
  • High wage/job/capital impact

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