The Industry
Customer service call center
The Company
Based in Bellevue, Washington, T-Mobile USA, Inc. is the nation's fourth largest wireless telecommunications company with more than 41,000 employees across the country and over 32.8 million customers. In the spectrum of the call center industry, T-Mobile service centers have a reputation for high quality operations. Additionally, the company offers extensive in-house training, comprehensive benefits, and places an emphasis on internal promotion.
The Situation / Requirements
T-Mobile asked The Staubach Company, headquartered in Dallas, Texas, in 2002 to help them research communities for their new customer contact center. Specific requirements included the quality and availability of workforce, competitive overall business costs (taxes, worker's comp, etc.) and the availability of incentives.
The Solution
Staubach narrowed the company's search to locations in five states. In the initial stages, Honolulu (HA), Amarillo (TX), and Augusta (ME) were in the running, before the field was narrowed to Boise (ID) and Bend/Redmond (OR). T-Mobile selected Redmond for the new center, citing favorable land costs, its desirable location as the geographic and transportation center of Central Oregon, and a well-trained, accessible and educated workforce.
EDCO managed the six-month recruitment process, coordinating with a number of organizations, including the state economic development organization, state transportation agency, local and state hiring organizations, developers and commercial brokers. Specifically, EDCO provided detailed information including business cost comparisons, workforce data, available incentives and demographic data; hosted site visits which included meeting with local primary employers, community leaders and visiting potential sites; acted as the main liaison between T-Mobile and local and state leaders, and assisted in negotiating incentives.
T-Mobile committed to bring 600 jobs to Central Oregon in exchange for incentives extended. In February 2004, T-Mobile opened its new, $20 million, 77,500 sf facility near the Redmond Airport, just six short months after its selection.
The Outcome
T-Mobile has quickly become a solid fixture of Central Oregon's employment landscape. The company is Redmond's largest employer and in the top 10 largest employers in the region. Today, T-Mobile's Redmond employment exceeds 850 jobs (far surpassing the 600 pledged) and over 100 of those positions are in management, supervision, IT, or support positions that offer higher compensation.
The company has filled a gap in the region's career spectrum between lower wage service jobs and higher paying white collar jobs, and offers attractive entry level positions as well as advancement opportunities. In addition to better-than-average hourly wages, the company offers superb benefits, training, performance bonuses, and a flexible, relaxed working atmosphere that includes an onsite café, game room and fitness center.