A Cincinnati-based business is opening a new customer contact center in the former bank building at 6th Street and Central Avenue, promising 125 jobs within three years.

RDI Corp., a business solutions provider, plans to expand its contact center division, called “RDI Connect,” in Connersville. The building, at 531 Central Ave., most recently housed Issues and Answers but that space has been unoccupied since 2018.

The company plans to invest over $500,000 to expand there. RDI Connect will lease 11,000 square feet in the building. The facility is slated to become operational in September.

RDI will begin a gradual hiring process in August. Groups of 10 people will be hired three weeks apart. After training, these initial hires will work from home because of concerns over the coronavirus pandemic, Matt Dowd, senior vice president for contact center operations, said.

While the company plans to eventually have as many as 125 people working from the building, it will also have many permanent work-from-home positions, Dowd said. RDI has about 3,500 employees nationally, including about 1,500 who work from home.

RDI performs services under contract for other companies. At its customer contact centers, employees use phone, chat, text and email, making outbound sales and service calls as well as handling incoming customer service, depending on each client’s needs.

The company plans to add a few management employees here, Dowd said. RDI believes in promoting from within; 90 percent of top management “started on the phone,” he added.

Dowd said the company believes there is a good workforce here.

“We are excited to add Connersville as our next community partner,” Dowd said. “We believe in this community and are looking forward to a long lasting relationship. Special thanks to the Fayette County Economic Development Group and the state of Indiana for working so closely with us during our search.”

Dan Parker, the EDG’s executive director, said his organization and city and county officials have been working since 2018 to bring RDI to Connersville.

“This is very desirous for us,” said Parker, because RDI “is a reputable company working for some big-names” in business.

He credited the EDG board for being willing to offer business incentives for RDI to locate in the city. While the EDG staff deal directly with companies, “the board is actually the ones that can make things happen.”

He also credited former Mayor Harold Gordon and current Mayor Chad Frank for working to help attract the company, along with members of the Fayette County Commissioners and Council.

Parker agreed with Dowd that the building owner, Matt Parsley, also has been “working at a fever pitch” to accommodate RDI.

Dowd said, “Dan Parker was a big asset in helping broker the deal.”

He noted that the company had been working hard on the deal in late 2019 and early 2020 but, like many other projects, it was delayed by the COVID-19 pandemic.

Mayor Frank said, “I am excited that RDI has chosen Connersville to call home. Connersville is a great place to live and work that has a strong community bond that the RDI family will now have a part in. I am looking forward to many prosperous years together.”

RDI operates four lines of business, including contact center outsourcing, managed IT services, market research and analytics, and digital marketing.

The company operates in 11 other locations in Ohio, Kentucky, Nevada, Vermont and Mexico.

The Indiana Economic Development Corp. offered RDI Corporation up to $900,000 in conditional tax credits based on the company’s job creation plans. These tax credits are performance-based, meaning the company is eligible to claim incentives once Hoosiers are hired.
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