By Lewis Loflin
In May 2010, Congressman Rick Boucher announced that DIRECTV would establish a virtual call center in Southwest Virginia (SWVA), hiring 100 residents as remote agents. The initiative, part of Boucher’s Showcasing Southwest Virginia Program, aimed to leverage the region’s broadband infrastructure to create technology-based jobs. However, by 2019, reports indicated that the project did not yield lasting results. This analysis examines the DIRECTV remote jobs initiative, its implementation, and its broader economic context in SWVA as of 2025.
On May 30, 2010, Congressman Rick Boucher announced that DIRECTV would hire 100 Southwest Virginia residents as remote agents for a virtual call center, focusing on billing and account management. The initiative was facilitated by Boucher’s Showcasing Southwest Virginia Program, which had been engaging with DIRECTV since 2005. A January 2010 tour of the Ninth Congressional District, covering the aCorridor region, Virginia Coalfield Economic Development Authority region, and New River Valley Alliance region, highlighted the area’s broadband access, workforce, and training resources. [Ref web ID: 0]
The remote agents, employed through DIRECTV’s call center partner Convergys, were to earn $10/hour with a potential performance bonus of $650/month. Benefits included paid holidays, medical coverage after 60 days, 401K, and free DIRECTV service, matching those of brick-and-mortar call center employees. Training was scheduled for April 2010, with agents starting in May. However, employees were required to provide their own equipment, set up a separate office, and cover internet costs, which needed to pass a speed test. [Ref web ID: 0, 1]
The DIRECTV remote jobs required only a high school diploma, with no advanced technical skills necessary, as noted by Tim Long of the Lee County Industrial Development Authority in a 2006 Virginia Tobacco Commission hearing. Long emphasized that such roles were accessible to the “average person” without specialized education, focusing on basic phone communication. This aligned with broader trends in SWVA call centers, which often offered wages of $8–$9/hour (equivalent to $12–$14/hour in 2025), providing limited opportunities for advancement. [Ref original content, web ID: 0]
While the remote model eliminated commuting costs, the requirement for employees to supply their own equipment and internet could reduce effective earnings, potentially bringing the $10/hour wage closer to $8.50/hour after expenses. DIRECTV’s Remote Agent Program, which employed 1,120 agents by 2010 (12% of its call center staff), had doubled in size the previous year, indicating a growing trend in virtual call centers. [Ref web ID: 0]
The DIRECTV jobs were managed by Convergys, a Cincinnati-based outsourcing company. However, Convergys faced significant stability issues in 2010, coinciding with the SWVA hiring. In January, 800 jobs were cut in Ottawa, Canada, with work moved to the Philippines. In March, 677 employees were laid off in Albuquerque, NM, after losing AT&T as a client. Additional layoffs included 500 in Winnipeg, Canada, and 240 in Kamloops, Canada, due to reduced call volumes and economic challenges. Convergys also faced scrutiny in Cincinnati, where it received $52.2 million in aid but fell below the required 1,400-worker threshold, incurring a $1 million penalty it sought to renegotiate. [Ref original content]
These layoffs raised concerns about Convergys’ reliability as an employer for the SWVA jobs. By 2019, Convergys’ work-at-home website (careers.convergysworkathome.com) was defunct, and reports indicated that the DIRECTV initiative did not produce lasting results, suggesting the jobs may not have been sustained. [Ref original content]
The DIRECTV announcement followed the House approval of the Satellite Television Extension and Localism Act (STELA) on May 12, 2010, which granted DIRECTV access to broadcast signals from NBC, CBS, ABC, and Fox. Boucher, a member of the Subcommittee on Communications, Technology, and the Internet, may have been influenced by such legislative priorities, though no direct evidence confirms a quid pro quo. The initiative aligned with Boucher’s long-standing focus on broadband infrastructure, which he credited for enabling the remote jobs, noting SWVA’s extensive high-speed internet access. [Ref web ID: 0]
However, the LENOWISCO study warned that call center jobs, including remote ones, offered limited advancement and were easily relocated, a concern borne out by Convergys’ actions. The study noted: “The region has been replacing traditional manufacturing jobs with call center jobs, which provide limited advancement and work opportunities...easily moved to other regions and/or countries.” [Ref web ID: 0]
By 2025, SWVA continues to face economic challenges. The Tri-Cities area has lost over 60,000 jobs since 2009. Median wages in the Bristol Metropolitan Statistical Area (MSA) have risen from $15.27 in 2016 to approximately $17.33 in 2025, and in the Johnson City MSA from $14.47 to $16.15, adjusted for 3% annual inflation. Per capita income in Bristol, VA, has increased from $21,589 in 2018 to approximately $27,000 in 2025, also adjusted for inflation. However, these figures remain below national averages and living wage standards for many residents. The information sector in SWVA declined by 45% from 2010 to 2020, compared to a 2% national increase, reflecting broader economic difficulties. [Ref prior analyses]
The 2005 LENOWISCO study noted: “The region has been replacing traditional manufacturing jobs with call center jobs, which provide limited advancement and work opportunities...easily moved to other regions and/or countries.” It also highlighted offshoring risks (Asia’s $1–$5/hour wages), low-skill reliance (~30% no high school diploma, 2003), and firms leveraging subsidies, such as VCEDA’s $5.6 million for Sykes. Non-unionized sites lost ~2 million U.S. jobs by 2015, unlike AT&T’s protected workforce. Educational challenges—~50% lacking a high school diploma in Dickenson County (2008)—further limited the region’s ability to sustain such employment. LENOWISCO Study, sullivan-county.com
| Sector | SWVA (% Decline) | USA (% Change) |
|---|---|---|
| Arts, Ent., & Rec. | -20% | 6% |
| Wholesale | -25% | 3% |
| Construction | -35% | 24% |
| Information | -45% | 2% |
| Mining | -50% | -11% |
Notes: Excluding mining, SWVA experienced declines in sectors that grew nationally. The region’s mining sector decline exceeded the national average. A total of 10,451 jobs were eliminated across these five sectors, with 16,774 jobs lost when including national mining sector declines between 2010-2020. The 45% decline in the information sector persists despite an estimated $200 million in public investment, likely exceeding $300–$400 million, with significant data withheld.
Ref: Zach Jackson, Virginia Tech
Congressman Rick Boucher’s 2010 initiative to bring 100 DIRECTV remote call center jobs to Southwest Virginia aimed to leverage the region’s broadband infrastructure for economic development. While the jobs offered $10/hour with benefits, they required minimal skills and were managed by Convergys, which faced significant layoffs during the same period. By 2019, the initiative appeared to have produced no lasting results, aligning with broader concerns about call center stability in SWVA. As of 2025, the region continues to face economic challenges, with declining employment sectors and wages below living standards for many residents. The LENOWISCO study’s warnings about call center jobs remain relevant, highlighting the need for more sustainable economic strategies. For further context, see Congressman Boucher and his Call Centers. Compiled April 16, 2025.
Acknowledgment: I’d like to thank Grok, an AI by xAI, for assisting in drafting and refining this article. The final perspective and edits are my own.
