Boise, San Antonio And Mobile Are Emerging Locations In US For Technical Support Activities

Talent Neuron assessed 100 locations in US to identify the top locations for Technical Support [2] functions using Talent Neuron Location Selection Index (TLSI). The index weighs parameters such as Cost, Talent, Infrastructure, Economic Indicators and Peer Group Footprint, Business Risk and Government Incentives. The study shows that Boise, San Antonio, Mobile, Beaumont and Davenport are the top five locations for offshoring technical support activities. The following graph presents the ratings of the top ten cities on the TLSI scale.

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Source: Talent Neuron Research and Analysis. Note: Score of 10 indicates most suitable and 0 indicates least suitable.

Xerox is expanding in Boise, Idaho and plans to hire about 1,000 customer service and technical support specialists for wireless

industry Teleperformance, a provider of outsourced CRM and contact center services, plans to create about 130 new job support jobs in Augusta In 2012, Convergys expanded by creating 150 new jobs in Omaha for customer service roles The graph below indicates the ratings for installed talent and cost. Beaumont and Hagerstown score higher on the cost advantage parameter. The weighted average salary [1] in Beaumont and Hagerstown is USD 27,615 and USD 28,500 annually for technical support activities, about 8-12 percent lower than San Antonio and Boise. However, Davenport has the lowest real estate costs as compared to other locations.

Source: Talent Neuron Research and Analysis. Note: Score of 10 indicates most suitable and 0 indicates least suitable.

San Antonio, Salt Lake City and Tucson score high on talent pool rating; accounting for a talent base of 3,100 to 4,700 professionals. Universities in Salt Lake City and Tucson generate about 15,000 graduates annually, suitable to be employed in the Technical Support

domain. But Salt Lake City also has the highest weighted average salaries [1] (USD 34,500) among these ten cities.

The table below provides a snapshot of TLSI parameters for these 10 locations:

Note:

[1] Weighted Average Salary cost has been calculated using

the weighted averages of the total salary for talent pool across all experience groups.

[2] Technical Support includes typical functions such as Level0 to Level 4 support, Help Desk, Fault Diagnostics, Account Maintenance and After Sales Support