NCO closing due to “business needs”

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GREENSBORO, N.C. -- A company laying off 685 employees at its Guilford County call center said in a letter it was closing due to "business needs." However, the company has not yet elaborated.

Several efforts to reach Pennsylvania-based NCO Customer Management for clarification have not been returned since Friday. That's when it sent a WARN Notice that it would be permanently closing the facility.

The call center is part of UPS' customer service operations on Federal Drive.

Loren Hill with the High Point Economic Development Commission said things like stress and high turnover rates could be hurting the customer service industry.

"There are issues and stories with several of the call centers in our region over the last few years," Hill said.

The last major job loss announcement in the Piedmont also dealt with a customer service center. About 1,900 American Express employees learned on Jan. 19, 2011, that the Greensboro Service Center would be closed.

As for the NCO employees, a rapid response team is working on a time to meet with them. However, no specific date has been set yet.

The commission is already focusing on bringing another company to NCO's location. Hill said they're looking for a company that expects its call center to grow.

"If you just sit back and not aggressively go after companies, that would be detrimental to our region," Hill said.

NCO, which has been in High Point for more than a decade, didn't take any incentives to move in.

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