The OEM has bucked its trend of job cuts in the US by creating 75 new roles in customer service in Lexington. 
WTVQ reported on the new roles, which are full-time positions in a call centre supporting the OEM’s customer kynect, Kentucky’s health insurance exchange. The centre received around 195,000 calls in December 2013 alone, in contrast to only 85,610 in November 2013.
The extra staff will form a “major component of the Affordable Care Act” put into law by US President Barack Obama, with the “dramatic call volume increase” prompting the increase in call centre roles in the state. Xerox also added that the customer service roles, available to interviewees until 29 January, will “offer assistance via phone, chat and email” to citizens applying for health insurance.
The OEM noted that it is seeking candidates with “six months of customer centre experience or equivalent customer service experience”, with staff also assisting callers “without internet access in completing and filling applications” for their health insurance.
Xerox’s job cuts in call centres alone last year included 25 in Virginia, 439 in Texas and 300 in Oregon.