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200 Contact Center Jobs in Texas as USAA Expands

By The Editors | Date Published: January 18, 2011 - Last Updated August 22, 2018 | Comments

USAA, a financial services provider, recently chose the town of Addison, Texas as the site of its new contact center, and plans to staff it with 200 new employees. Addison, a business-friendly town with a qualified workforce and great amenities, was a natural choice for USAA, one of Fortune Magazine’s 2010 “100 Best Companies to Work For.” It’s clear that the company, the town, and those new employees will all benefit from the arrangement.

The company selected Addison as the site of its new Financial Advice Contact Center and plans on hiring 200 new employees by the end of the year. Those new employees will play a key role in providing customer service to USAA’s clients, consisting of members of the military, veterans and their families.

"With this new center in Addison, we will be able to help even more members with critically important investment, retirement and life insurance decisions,” said Wayne Peacock, USAA's Executive Vice President of Member Experience.

As for USAA’s decision on locating the new center in Addison, that came about because of what the town offered. In addition to reasonable costs of living and real estate prices, the company found Addison to be close to its clients and home to a large pool of qualified job candidates.

And, as Addison Mayor Joe Chow points out, the town is a good match for the business. “Addison shares USAA's commitment to customer service to our residents and businesses,” Chow said. “Our town's central location makes it convenient for USAA's new employees, and our town offers amenities for any company's workforce.”

We are all striving to be better. Whether it’s being better people, better leaders, or better organizations, improvement and advancement is at the heart of our daily intentions. For the contact center, this mission of constant improvement is fundamental to every interaction. We need to meet the expectations of our customers in ways that improve their satisfaction and brand loyalty. We need to improve employee engagement as we build their skills, knowledge, and experience in ways that grow their own loyalty and improve retention. We need to improve our organization’s operational efficiencies in ways that drive revenue and improve the bottom line.

 

No one understands the contact center’s focus on improvement like ICMI does. We champion contact centers and their people, and our mission is to make both better every day. Through training, consulting, content and events, we unite the community and empower contact centers to serve their customers better, engage their employees more, and improve the customer experience.

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