Cruise line charts new rooms with a view in Springfield.

Byline: Sherri Buri McDonald The Register-Guard

SPRINGFIELD - The video presentation at Royal Caribbean's luncheon on Thursday, where it announced plans to build a $60 million Springfield call center, showed images of an expansive building with high ceilings, large windows, natural light and views of the Coburg foothills.

The video, accompanied by music and narration, offered the best look yet of the company's proposed 180,000-square-foot complex off Interstate 5 in Gateway.

The building, with two cafes, outdoor verandas, and a fitness center, was designed for employees, Royal Caribbean officials said.

The company plans to open the facility next fall with 250 employees. That figure would rise to 600 employees by the end of next year, and 1,000 employees by early 2009.

Most of the center's employees will book cruise vacations over the phone with travel agents nationwide. Others will work in information technology, human resources and training.

The company wanted to design a building with lots of daylight and fresh air, said Russ Bogue, facilities director.

Drawings show the east-facing front entrance with a decorative, metal mast-like structure on the roof and porthole windows on the side.

The jobs will pay an average of $11 an hour, with full benefits. Miami-based Royal Caribbean offers medical, vision and dental insurance, and a defined benefit pension plan - that's a traditional-style company-funded plan and an increasing rarity in a time when 401(k) plans that are jointly funded by employees and employers have become the norm at many companies. The pension plan vests over seven years, with the company contributing 8 percent to 12 percent of an employee's salary per year, based on tenure.

Turnover of employees is typically high at call centers.

But Brian Rice, a Royal Caribbean senior vice president, said Royal Caribbean's average is 38 percent to 40 percent a year, compared with the industry average of 50 percent to 60 percent.

Royal Caribbean officials said they're not interested in outsourcing work to lower-cost centers in Asia because it would compromise the company's relationship with travel agents who are familiar with Royal Caribbean's offerings.

Will the center truly reach the 1,000-jobs level, especially given the travel industry's turbulence?

Royal Caribbean officials say theirs is a growing company in a growing industry. Royal Caribbean Cruises Ltd. made a profit of $280.66 million on sales of $3.78 billion last year and expects sales of $4.5 million this year.

More growth appears to be on the way as more U.S. travelers discover cruises.

"Only 16 percent of the U.S. vacation market has cruised," said Thomas Murrill, Royal Caribbean's chief human resources officer.

Even in extreme circumstances, such as the Sept. 11 terrorist attacks, which led to reduced air travel, or the four major hurricanes that hit the Southeast this year, Royal Caribbean did not lay off any workers at its call centers in Miami and Wichita, company officials said.

"After 9/11, we retained 100 percent of the type of staff that will be here in Springfield," Rice said.

In the aftermath of Sept. 11, Royal Caribbean innovated by sending ships to new embarkation points up and down the Eastern seaboard and West Coast, so customers could drive instead of fly to port, Rice said.

Now, customers are comfortable flying again, he said, and cruise ships are docking at more traditional ports.

The state of Oregon is giving Royal Caribbean $1.3 million in subsidies to locate in Springfield and create jobs here.

The incentives are valuable and they help companies make decisions, Murrill said, but they're not the driving factor.

He said he views the state incentives as the state and local community saying "we're willing to invest in you because you're willing to invest in us."

Royal Caribbean is making a long-term commitment by spending $60 million on the Springfield facility, Murrill said.

A few details remain before Royal Caribbean breaks ground in Springfield in January.

The company expects in the next few weeks to buy the vacant 22-acre parcel from the local Chambers family.

The parties have agreed on a price, but Murrill declined to disclose it.

Royal Caribbean hasn't decided whether it will own the building or lease it over 30 years from developer Workstage, based in Grand Rapids, Mich., Murrill said.

CAPTION(S):

An artist's rendering shows the extensive banks of windows planned for a new Royal Caribbean Cruises call center in Springfield. The company plans to hire 250 workers when it opens in the Gateway area next fall. Call center workers would enjoy high ceilings and light-filled offices along with a fitness center, cafes and outdoor verandas.