For years, the biggest trend in call center hiring was outsourcing, as many companies moved their call centers to locations like India and the Philippines. Nowadays, though, that trend is reversing, as more and more businesses are looking at hiring employees to staff call centers right here in the United States.

There are scores of examples of companies hiring call center agents across the USA. Just this week, Mumbai-based outsourcing firm Aegis revealed plans to add 1,000 new jobs in the Dallas, Texas area as part of its pledge to hire more than 4,000 workers in the United States over the next two years. Kansas City is another area that has benefited from the rise in domestic call center hiring. The Midwestern city is appealing to companies that want to hire agents with a neutral accent.

The issue of outsourcing versus insourcing has even become a hot button issue in this year’s presidential election. Earlier this year, Mary Murcott, CEO of Texas-based outsourcing firm Novo 1 discussed the fact that overseas call center jobs had decreased from 30 percent to 12 percent in recent years.

Murcott ties this trend back to the concepts of language and accent. More complex, context-sensitive calls require not only problem-solving and customer service skills, but also a keen grasp of language. And studies show that the vast majority of Americans are more comfortable with customer service representatives who speak clearly and without a pronounced accent.

One company that makes call center hiring easier is HireIQ. The company can provide call center managers with a tool to help make the interviewing process easier and HireIQ also offers a solution that can test the language skills of any potential agents.

For more information on HireIQ products, click here.

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