AUSTIN CALL/CONTACT CENTERS INFORMATIONcontinue.austincc.edu/files/programs/csr/info.pdf · Government (data center & admin for VA operations) 750 U.S. Internal Revenue Service 3651

AUSTIN CALL/CONTACT CENTERS INFORMATION

Austin Chamber of Commerce ● 535 East 5th Street ● Austin, Texas 78701 ● Ph. 512.478.9383 ● austinchamber.com


COMMUNITY DEMOGRAPHICS

Major Call Center Operations Map


Page | 2 Austin Chamber of Commerce ● 535 East 5th Street ● Austin, Texas 78701 ● Ph. 512.478.9383 ● austinchamber.com

The following list totals approximately 24,000 employees in contact center employment in the Austin metropolitan area. That translates to roughly 2.4% of the total workforce of one million in the Austin MSA. Please note that the employment numbers below are not definitive numbers. They are best estimates based upon information gathered from networking within the call center community.

Area Call Centers with 30 or More Employees

Company Address Function Call center employees

Achieve Financial Services

9050 Capital of Texas Hwy, Bldg. 3, Suite 320 Austin, TX 78727

Provider of prepaid credit cards (Hdq.)

50

Activision Blizzard 9825 Spectrum Dr. Austin, TX 78717

Game software publisher's call center

700

Allergan 301 Howard Ln. Austin, TX 78753

Pharmaceutical maker's customer service & sales opps.

100

American Achievement Corp.

7211 Circle S Rd. Austin, TX 78745

Commemorative & scholastic products mfg. (Hdq.)

120

American Cancer Society

11701 Stonehollow Dr. Austin, TX 78758

Nonprofit, cancer awareness, call center & regional hdq.

600

Amica Mutual Insurance Company

7500 Rialto Blvd., Bldg. II, Suite 200 Austin, TX 78735

Insurance provider's national sales center

75

Apple 12545 Riata Vista Cir. Austin, TX 78727

Computer maker's tech & admin support center

1,200

AT&T 4544 S Lamar, Suite 600 Austin, TX 78745

Telecommunications (Hdq. of Texas ops.)

1,000

AT&T Wi-Fi Services (formerly Wayport)

4509 Freidrich Ln., Bldg. III, Suite 300 Austin, TX 78744

Wireless networks (Hdq.) 75

Austin Energy 721 Barton Springs Rd. Austin, TX 78704

Municipal utility 150

Calendar Club 6411 Burleson Rd. Austin, TX 78744

Specialty retailer, distribution center (Hdq.)

33

CenturyLink 208 Guadalupe St. San Marcos, TX 78667

Telecommunications 125

Charles Schwab 98 San Jacinto Blvd. Austin, TX 78701

Defined benefit plan management services

50

Cigna Supplemental Benefits

11200 Lakeline Blvd. Austin, TX 78717

Insurance (Hdq.) 40

City of Austin 1520 Rutherford Austin, TX 78754

311 call center 130

Concentrix (formerly Minacs)

7401 E Ben White Blvd., Bldg. 3 Austin, TX 78744

Call center operator for General Motors

700

CoreLogic Flood Services

11902 Burnet Rd. Austin, TX 78758

Flood zone determination provider (Hdq.)

100

Customer Research International

135 S Guadalupe St. San Marcos, TX 78666

Telemarketing & consumer research call center (Hdq.)

100



DATAppointment 12708 Riata Vista Circle, Suite A-166 Austin, TX 78727

Healthcare appointment scheduling 30

Dell 1 Dell Way Round Rock, TX 78682

Computer technology solutions & equipment mfg./sales (Hdq.)

1,800

eBay 7700 W Parmer, Bldg. D, Suite 300 Austin, TX 78729

e-commerce business operations center & software development

250

E Communication Advantage

8317 Cross Park Dr., Suite 350 Austin, TX 78754

Call center outsourcing (Hdq.) 50

EBQuickstart 3000 S I-35, Suite 320 Austin, TX 78704

Managed B2B sales & marketing services for technology companies (Hdq.)

62

Electronic Arts 7700 Parmer Ln., Bldg. C Austin, TX 78729

Game software publisher's customer service center

150

Farmers Insurance Group

15700 Long Vista Dr. Austin TX 78728

Insurance (Reg. Hdq.) 700

Financial Corporation of America

12515 Research Blvd., Bldg. 2, Suite 100 Austin, TX 78759

Debt collection & receivables mgt services (Hdq.)

175

Gila Corporation 8325 Tuscany Way, Bldg. 4 Austin, TX 78754

Collections call center 350

Golfsmith International 11000 N I-35 Austin, TX 78753

Sports equipment retailer (Hdq.) 100

Grande Communications

401 Carlson Cir. S San Marcos, TX 78666

Telecommunications (Hdq.) 130

Harte-Hanks Response Management

2800 Wells Branch Pkwy Austin, TX 78728

Marketing & advertising services 800

Hewlett-Packard 14231 Tandem Blvd. Austin, TX 78728

Technical support services for computer mfg.

125

Home Depot Technology Center

1300 Park Center Dr. Austin, TX 78753

Retailer data center, tech support & customer service center

300

HostGator 2500 Ridgepoint Drive Austin, TX 78754

Web hosting services 311

Humana 1221 S MoPac Expy, Suite 300 Austin, TX 78746

Insurance 96

iEnergizer 11009 Metric Bldg. J, Suite 150 Austin, TX 78758

Customer service support for game & tech. companies

400

IGT (formerly GTECH) 8200 Cameron Rd., Suite E120 Austin, TX 78754

Lottery operator, Texas lottery system; gaming

40

Insuraprise 12116 Jekel Circle Austin, TX 78727

Medicare supplemental insurance brokerage firm (Hdq.)

58

Interactions Corp. 314 E Highland Mall Blvd., Suite 200 Austin, TX 78752

Interactive voice response service customer care center

220

Invenio Marketing Solutions (Formerly The Lead Dogs)

2201 Donley Dr., Suite 200 Austin, TX 78758

B2B direct marketing (Hdq.) 300




Kabam 6500 River Place Blvd. Bldg 1, Suite 300 Austin, TX 78730

Social game development & customer service

45

LegalZoom 9900 Spectrum Dr. Austin, TX 78717

On-line legal document preparation services (Reg. Hdq.) [growing to 600]

300

The Liquidation Channel 100 Michael Angelo Way, Suite 400D Round Rock, TX 78728

TV channel & online jewlery auction sales (Hdq.)

40

LiveOps 7300 RR 2222, Bldg. III, Suite 200 Austin, TX 78730

Cloud-based call center services & solutions (Hdq.)

155

Maximus 4000 S I-35 Austin, TX 78704

Social services support 600

Mood Media (formerly DMX)

1703 W 5th St., Suite 600 Austin, TX 78703

Digital music & visual programming 30

National Domestic Violence Hotline Center

PO Box 161810 Austin, TX 78716

Contact center for domestic & teen violence issues (Hdq.)

100

National Instruments 11500 N MoPac Expwy Austin, TX 78759

Virtual instrumentation software & hardware mfg. (Hdq.)

300

Netspend 701 Brazos St., Suite 1200 Austin, TX 78701

Credit card processing & marketing services (Hdq.)

100

NexxLinx of Texas 9001 N I-35 Austin, TX 78753

Outsourced customer service call center

146

NorthgateArinso (formerly Convergys)

810 Hester’s Crossing Round Rock, TX 78681

HR & payroll services call center for TX Health & Human Services Commission

100

NuStats 4115 Freidrich Lane, Suite 200 Austin, TX 78744

Consumer research surveying (Hdq.) 70

Office Depot 9501 Amberglen Blvd. Austin, TX 78729

Office product retailer, inside sales division

250

OneWest Bank 2900 Esperanza Crossing Austin, TX 78758

Financial services 150

Progressive Insurance Co.

7551 Metro Center Dr. Austin, TX 78744

Insurance 1,211

Protect America 3800 Quick Hill Road, Bldg. 1 Austin, TX 78681

Home security systems customer support (Hdq.)

100

Rackspace Managed Hosting

9001 N I-35 Austin, TX 78753

Managed hosting services 150

Sears Customer Care 1308 Louis Henna Blvd. Round Rock, TX 78664

Retailer customer service center 800

Security Cameras Direct 1 Security Cameras Direct Way Luling, TX 78648

Security cameras wholesaler & online sales (Hdq.)

35

Software House International

1301 S MoPac Expy, Suite 375 Austin, TX 78746

Software & hardware reseller call center

350

Sorenson Communications

7500 Rialto Blvd. Austin, TX 78735

Video relay interpreters for the deaf & hard-of-hearing community, call center

85



Starwood Hotels & Resorts

1705 Centre Creek Dr. Austin, TX 78754

Customer service center 464

State Farm Insurance Co.

8900 Amberglen Blvd. Austin, TX 78729

Insurance 840

SupportKids 4120 Freidrich Ln., Suite 175 Austin, TX 78744

Child support collections call center (Hdq.)

161

Tangoe (formerly TRAQ Wireless)

2420 Ridgepoint Dr. Austin, TX 78754

Telecom resource mgt software & support services for business clients

227

TeleNetwork 208 S Guadalupe St. San Marcos, TX 78666

Outsourced tech support & managed services call center (Hdq.)

450

Texas Department of Public Safety

5805 N Lamar Blvd. Austin, TX 78752

State law enforcement agency's call center (Hdq.)

150

TG (formerly Texas Guaranteed Student Loan Corp.)

301 Sundance Pkwy Round Rock, TX 78681

Student financial aid program administrator

100

Time Warner Cable Co. 12012 N MoPac Expy Austin, TX 78758

Media & communications 350

TruSourceLabs (formerly Spot BPO)

6800 Burleson Rd. Austin, TX 78744

Outsourced customer support operations

215

U.S. Dept. of Veterans Affairs

1615 Woodward Austin, TX 78772

Government (data center & admin for VA operations)

750

U.S. Internal Revenue Service

3651 S I-35 Austin, TX 73301

Government 1,000

Visa 12401 Research Blvd. Austin, TX 78759

Payment processor's customer care center

350

Volusion 1835 Kramer Ln., Suite 100 Austin, TX 78758

Sales, marketing & customer support for online sales software (Hdq.)

36

Xerox (formerly ACS State Healthcare)

12357 Riata Trace Pkwy Austin, TX 78727

Medicaid program administrator, call center outsourcing

778

Yodle (formerly ProfitFuel)

12234 N I-35, Bldg. B Suite 100 Austin, TX 78753

Online/interactive marketing technology & services

495



Occupational Wage Rates May 2015

SOC code

Occupation U.S.

Austin/ U.S. Mean

Median Median

10th % 25th % 00-0000 All Occupations $23.83 $8.99 $11.63 $17.95 $17.40 103

41-0000 Sales & Related Occupations 20.77 8.56 10.24 14.48 12.34 117

41-1012 Supervisors of Non-Retail Sales Workers

42.86 20.49 26.99 35.99 34.76 104

41-3011 Advertising Sales Agents 27.76 10.65 17.23 24.09 23.31 103

41-3021 Insurance Sales Agents 31.27 14.39 16.82 22.18 23.17 96

41-3031 Securities, Commodities, & Financial Services Sales Agents

29.34 13.58 16.30 20.60 34.40

60

41-3041 Travel Agents 18.49 10.15 11.77 17.30 17.15 101

41-4011 Sales Reps, Wholesale & Mfg, Technical & Scientific Products

37.05 18.30 24.12 30.68 36.63 84

41-4012 Sales Reps, Wholesale & Mfg, Except Tech & SciProducts

31.88 11.96 16.80 25.65 26.79 96

41-9031 Sales Engineers 53.83 35.18 45.08 55.31 46.95 118

41-9041 Telemarketers 12.23 8.51 9.88 11.74 11.31 104

43-0000 Office & Administrative Support Occupations

17.94 9.93 12.60 16.26 15.96 102

43-1011 Supervisors of Office & Admin. Support Workers

30.78 16.80 21.66 28.91 25.30 114

43-2011 Switchboard Operators, Including Answering Service

13.21 9.64 11.18 13.15 13.19 100

43-3011 Bill & Account Collectors 18.10 12.28 13.88 16.98 16.56 103

43-3021 Billing & Posting Clerks 18.00 12.61 14.40 17.50 16.85 104

43-3031 Bookkeeping, Accounting, & Auditing Clerks

19.90 12.63 15.89 19.30 17.91 108

43-3071 Tellers 13.06 10.13 11.12 12.77 12.70 101

43-4051 Customer Service Reps 15.22 9.47 11.68 14.30 15.25 94

43-4071 File Clerks 15.86 10.10 11.99 14.62 13.39 109

43-4111 Interviewers, Except Eligibility & Loan

14.60 9.29 11.07 13.65 15.10 90

43-4131 Loan Interviewers & Clerks 21.44 14.20 16.93 21.19 18.13 117

43-4151 Order Clerks 16.58 9.48 12.34 15.95 15.54 103

43-4171 Receptionists & Information Clerks

13.33 9.67 10.92 12.94 13.12 99

43-4181 Reservation & Transportation Ticket Agents & Travel Clerks

15.60 10.21 11.67 13.70 16.91 81

43-5032 Dispatchers, Except Police, Fire, & Ambulance

19.10 11.31 15.29 18.01 17.86 101

43-5061 Production, Planning, & Expediting Clerks

22.62 11.95 16.15 21.73 22.19 98

43-5071 Shipping, Receiving, & Traffic Clerks

15.26 10.08 11.86 14.79 14.64 101

43-5081 Stock Clerks & Order Fillers 12.42 8.42 9.69 11.63 11.17 104

43-6011 Exec. Secretaries & Exec. Admin. Assistants

27.27 19.36 22.37 26.52 25.66 103


SOC code

Occupation U.S.

Austin/ U.S. Mean

Median Median

10th % 25th %

43-6014 Secretaries & Admin. Assistants, Except Legal, Medical, & Exec.

16.12 9.71 12.83 15.86 16.31 97

43-9011 Computer Operators 18.39 10.54 12.59 17.43 19.43 90

43-9021 Data Entry Keyers 13.95 10.33 12.23 13.73 14.16 97

43-9041 Insurance Claims & Policy Processing Clerks

21.26 13.87 16.17 19.94 18.04 111

43-9061 Office Clerks, General 16.44 9.08 11.47 14.98 14.22 105 Source: U.S. Bureau of Labor Statistics, Occupational Employment Statistics.



Bilingual-Spanish Workforce Population, 2014

Total Hispanic origin

Number Percent

Austin MSA 1,943,299 622,658 32.0%

Bastrop County 78,069 27,357 35.0

Caldwell County 39,810 19,818 49.8

Hays County 185,025 68,529 37.0

Travis County 1,151,145 389,835 33.9

Williamson County 489,250 117,119 23.9 Source: U.S. Bureau of the Census, Population Estimates, www.census.gov/popest/index.html.

Population Age 18 to 64 Years by Language Spoken at Home, 2013

Austin MSA Bastrop County

Caldwell County

Hays County Travis

County Williamson

County

Population 18 to 64 years 1,246,893 46,251 23,952 116,424 768,442 291,824

Speak only English 865,628 30,882 16,236 91,545 522,904 223,798

Speak Spanish 274,910 13,168 7,513 23,118 183,673 47,438

Speak other languages 86,618 2,201 203 1,761 61,865 20,588

Percent Distribution

Speak only English 71.0% 66.8% 67.8% 78.6% 68.0% 76.7%

Speak Spanish 22.0 28.5 31.4 19.9 23.9 16.3

Speak other languages 6.9 4.8 0.8 1.5 8.1 7.1

Ability to Speak English

Austin MSA Travis Co. Williamson Co. Other 3 cos1

Population 18 to 64 years 1,246,893 768,442 291,824 186,627

Speak only English 885,365 522,904 223,798 138,663

Speak Spanish: 274,910 183,673 47,438 43,799

Speak English “very well” 153,856 96,293 31,745 25,818

Speak English “well” 45,497 28,357 7,196 9,944

Speak English “not well” 46,906 36,359 5,805 4,742

Speak English “not at all” 28,651 22,664 2,692 3,295

Percent Distribution

Speak only English 71.0% 68.0% 76.7% 74.3%

Speak Spanish: 22.0 23.9 16.3 23.5

Speak English “very well” 12.3 12.5 10.9 13.8

Speak English “well” 3.6 3.7 2.5 5.3

Speak English “not well” 3.8 4.7 2.0 2.5

Speak English “not at all” 2.3 2.9 0.9 1.8 Source: U.S. Bureau of the Census, American Community Survey.

1 This data is not reported in the American Community Survey (ACS) for Bastrop, Caldwell, Hays Counties. Total calculated from the balance of the data for the MSA.

http://www.census.gov/popest/index.html

AUSTIN CALL/CONTACT

CENTERS INFORMATION


Documents

AUSTIN CALL/CONTACT CENTERS INFORMATIONcontinue.austincc.edu/files/programs/csr/info.pdf · Government (data center & admin for VA operations) 750 U.S. Internal Revenue Service 3651