Call center expansion could swell to 800 jobs

Apr. 07, 2014 @ 03:37 PM

A north High Point call center may add 300 jobs on top of a 500-job expansion announced last week.
Steve Cathers, site director for APAC Customer Services, said the 500 jobs are expected to be added in phases through July to serve a major telecommunications client.
The additional 300 workers could be brought in toward the end of the first wave of new hires.
“We’ve got a couple other clients we’re working with right now, and we’re really close to sealing those deals,” said Cathers. “So we do expect to be able to bring more people in as well.”
The Bannockburn, Ill.-based outsourcing company answers sales and support customer-service calls for corporations. Cathers said the company does not disclose who its clients are.
He also declined to say how much the new jobs will pay. The company does discuss this with applicants during the interview process, he said.
The jobs are full time with benefits, he added.
APAC is looking for applicants with a year of customer-service experience — though it doesn’t have to be in a call center — and a high school equivalency degree, he said.
“We’re also looking for management positions within this 500. We’ll need to hire supervisors, managers, trainers — not just entry-level. There’s other opportunities as well,” Cathers said.
Announcement of the expansion at the High Point site — located at 4336 Federal Drive — comes a few days after APAC announced it was closing a call center in Charlotte and laying off 239 employees.
Cathers said most of these were temporary, part-time postions to work with health care companies enrolling people for health insurance under the Affordable Care Act. Those clients no longer had a need for the call-center’s services after the March 31 enrollment deadline. The Charlotte closure is unrelated to the High Point expansion.
“Those jobs aren’t moving here,” Cathers said.
APAC’s facility, which currently houses 300 to 400 employees, can accommodate up to about 1,200 employees.
“We will probably have to make adjustments within the four walls in order to get more people in,” said Cathers. “But we don’t expect to build on the outside of the building or change buildings.”
The company is not seeking economic incentives from the city, county or state to assist with the expansion.
The previous employer at the site — NCO Customer Management — began laying off hundreds of workers in 2012, but after APAC took over the operation as part of a merger, the facility stayed open and retained all of the workers.
High Point Economic Development Corp. President Loren Hill said, “I was pleased to participate in (Monday’s) APAC call center open house — to meet the new management leadership and to welcome, on behalf of the city of High Point, the first 100 hires in this expansion. While I was there, more than 100 job applicants arrived too. It’s impressive that the company will be adding approximately 800 full-time jobs with benefits.”
Anyone interested in applying for the new jobs should go to or go to APAC’s office at 4336 Federal Drive.