The Raleigh News & Observer - June 3, 2005

Spots Open for Workers

“...A Florida-based, virtual customer service provider, he learned recently, is in North Carolina looking for people to take calls. Barnes attended a recruiting event at a hotel near the Raleigh-Durham International Airport last week, along with a dozen other prospective cyber agents.

“…And more businesses are signing up with WillowCSN every month.

“’Everybody wants to find ways to reduce cost, but they still want to provide the customer service,’ said Basil Bennett, WillowCSN's president and chief executive. ‘Companies have a lot of options to take work offshore, but that doesn't answer that second question about customer service. Our clients say, 'Better not risk customer loyalty to save a few dollars'.’

“…To meet the soaring demand, Bennett has quadrupled his number of contractors from 700 to nearly 3,000 people in 19 states. He expects to add another 500 in North Carolina in the next year.