Indiana-based call center business will open training facility in Bucyrus
An Indiana company that provides call center and other support services will base its training center in Bucyrus, the Crawford Partnership announced this week.
Millennial Services will have its physical office, the new training center, at 1305 E. Mansfield St. in Bucyrus, according to a news release from the partnership. The site is in Whetstone Plaza. The company plans to hire 50 new employees within the next three years to support anticipated new corporate contracts. Like Millennial’s existing 300 employees, the new hires will work remotely.
According to the Millennial Services website, the company is a "full-blown, highly scalable dedicated contact center with omnichannel support capabilities." It offers outsourced contact center solutions, quality assurance, outbound and inbound call center support and back office services.
Millennial Services was founded in 2009 by Logan Rush, the company's president. It's based in Lafayette, Indiana.
“We are excited about our past growth, the bright future that lays ahead, and our new location in Bucyrus,” Rush said in the partnership's news release. “Our industry is undergoing a transformation from low-cost call center to a high-tech, high-touch customer service business providing the flexible remote work environment so much of today’s workforce desires.”
On Tuesday, Rush called the training center "a bit of an experiment." He explained his company's vice president of operations, Chasity Parker, lives in Bucyrus.
2 company execs live in Bucyrus
"I've been working with Chasity for 12 years; she really runs the day-to-day operations of the business," he said. "Our implementation director, Tristan Stricklin, also lives in Bucyrus, so it just kind of made sense that would be the place you wanted to try a training hub. Tristan is the one who sort of on-boards the initial batch of agents for any new call center project that we take on."
Parker said she has lived Bucyrus since 2009, and that's why the training center is opening here.
"Essentially, this is an idea that I'd had regarding training for our company, because something that I feel is lacking is that personal touch; that human interaction if you will," she said. "Remote working is good for people who want to be at home, but I feel like training is better in person. So right now we are just sort of building how it's going to work. We hope to be using it completely by January."
Millennial Services has been a work-from-home company for 13 years, so the COVID-19 pandemic didn't really impact the way it does business, Rush said.
"But we feel like when we're training new agents, sometimes that face-to-face time for a couple weeks, just to be able to quickly answer any questions, rather than waiting for a Skype or a Slack response or something on the computer might be more beneficial to getting agents trained more effectively and then retaining them for long-term on a project," Rush said.
"There's no home base, so agents work from home, and it's a 1099 contractor position," Parker said. "This is a great job for moms, because there are flexible schedules. Yes, it's part-time; yes, it's call center work. But it's a good way to make extra money."
The company serves Fortune 500 companies as well as new start-ups.
“We appreciate Millennial Services choosing Bucyrus as the location to expand their business and train their workforce,” Bucyrus Mayor Jeff Reser said in the news release. “We stand ready to assist them in any way we can.”
ggoble@gannett.com
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This article originally appeared on Bucyrus Telegraph-Forum: Call center business plans to open new training facility in Bucyrus
