#callcenter

More layoffs are coming, they recently took away all the company vehicles from the door-to-door teams and replaced it with a $300 a month stipend and no mileage reimbursement. And if you factor that in with all the stupidity that has happened with laying off the consumer call center in the outbound Kinetic Business teams. Kinetic is sinking don’t wait from them to get ride of you leave now before it’s too late

If you work on CA, can you share your experience. Particularly from blended associates who do inbound/outbound. What has been your experience, do you take an even number of calls for both or do you see yourself taking more inbound? How about the goals?

Seems that more consolidation is on the horizon. Small specialized centers are toast.

Drahi getting desperate and selling more assets. As we all know as part of his procurement scam, money laundering scheme we are forced to do business at inflated rates with businesses he owns to bring in more money for him beyond what he can make from Altice and Altice USA. One of those companies is Intelcia. He purposely laid off thousands of call center employees, ruining lives, just so he could outsource the jobs to a company he owns to make more money. Pays less for customer service and personally makes more money. Well to keep the mothership alive, Altice just sold their 65% stake in Intelcia to gain funds to pay some of their debt pressure. What else to be sold?

https://www.forbesmiddleeast.com/industry/telecommunications/billionaire-patrick-drahis-altice-to-sell-65-stake-in-moroccos-intelcia

A few long time great employees in the Collections department were kicked to the curb. Jobs being outsourced oversees.

T-Mobile is laying off 75 workers in Austin, Texas. These job cuts are due to ending accessibility relay operations at its North Austin call center. These operations supported communication services for people with hearing or speech disabilities. T-Mobile is moving this work to its partner, Communication Service for the Deaf (CSD). The Austin layoffs are part of a larger round of job cuts by T-Mobile nationwide.

Austin, Texas

https://www.statesman.com/business/employment/article/tmobile-austin-layoffs-accessibility-services-22210346.php

They just laid off all employ from Chattanooga Callcenter and also laid everyone from Denver call center. Las Vegas Nevada call center lost all SMB coach’s and a few more employees which were all laid of this Tuesday April 7 2026.

I wonder if they’ll move the Brantford call centre, the Brantford police have always wanted the space. It’ll be interesting to see what happens.

https://lfpress.com/news/local-news/enbridge-buys-former-costco-site-for-25-5m-bringing-jobs-to-south-london

https://www.fierce-network.com/wireless/fcc-wants-crack-down-offshore-call-centers

The Keep Call Centers in America Act of 2025 (H.R. 4954/S. 2495), introduced in August 2025, is a bipartisan bill designed to curb the offshoring of customer service jobs. It forces companies to notify the DOL before relocating, creates a public list of violators, and penalizes them by restricting federal grants, loans, and contract eligibility for five years.
Congresswoman Kristen McDonald Rivet (.gov)
Congresswoman Kristen McDonald Rivet (.gov)
+3
Key provisions of the legislation include:
Public Accountability: The Department of Labor (DOL) will maintain a public list of employers that relocate call center jobs overseas.
Financial Penalties: Companies on the list become ineligible for federal grants or guaranteed loans for 5 years.
Contractor Restrictions: Federal agencies must give preference to employers not on the list, and call center work on federal contracts must be done in the U.S..
Consumer Rights: Agents must disclose their location at the start of a call, and consumers can request to be transferred to a U.S.-based agent.
AI Transparency: The bill mandates disclosing if AI is used, allowing customers to request a human agent.
Congresswoman Kristen McDonald Rivet (.gov)
Congresswoman Kristen McDonald Rivet (.gov)
+6
Introduced by Rep. Kristen McDonald Rivet (MI-08) and Rep. Brian Fitzpatrick (PA-01), with Senate companion legislation, the bill aim to protect American jobs and improve customer service.

This will impact UHG and help protect your jobs.
Spoke to a Senior Director and this person is praying this passes. They also expressed that all you employees better hope this passes too or you could be jobless soon.
This senior director stated they have a big problem with the contracts because the employees from the outsourced jobs spend more time committing fraud than doing the job. This person told me of all the ways they use to improve their survey results, accomplish their metrics without ever engaging in a call or a chat. The director said they actually spend more time beating the system than actually working.
So why not fire them. Well you can’t. Once they are hired their govt will not allow you the company to get rid of them. Only the govt can fire them so you are stuck with them. They have caught over 500 alone in one incident and guess what they still are employed.
So how do you all like those apples. So keep staying late and ki-ling yourselves on metrics because your off shore buddies are getting paid well and don’t even have to worry about doing the job.
This person does risk and quality.

Implementation got hit today. Got the dreaded ping this morning. Do they think that they will have AI up and running by October to handle peak? Will welcome calls be a thing of the past and handled by a chatbot? AI may be cheaper, but human connection is priceless. I missed my family during Thanksgiving and Christmas, but that's the beauty of AI, they don't have families, right, Dave?

Customer service call volume is extremely low. Any other departments experiencing this?

This isn’t AI!! They’re just outsourcing all the calls. Thanks Dan! I’m really happy you decided to employ some contractor.

20 US CALL CENTERS
Each had roughly 23 coaches laid off and two Team managers
If you google their pay, and add up all the numbers, T-Toxic-Mobile saved around 26 million dollars a year. Next year they can pay for N-Sync at the super bowl.

CyraCom has closed its Las Cruces call center after a corporate acquisition, cutting 85 jobs and triggering WARN notifications to affected employees.

https://www.yahoo.com/news/articles/companies-albuquerque-las-cruces-cut-190500031.html

I prefer when an American answers the phone not an Indian call center. Not racism just competence. Same for engineering.

I’ve been calling 611 for a billing issue and every time I call them, my call routes to an offshore call center. They absolutely don’t have the brains to understand my issue.

How/when do I call 611 so that my call is routed to employee care in the US?

Just overheard 2 HR people talking that layoffs are next week.

We js saw a bunch of people let go, lives done. Now people are escalating for different shifts and crying about the work leftover. Like I get we dont gotta be grateful for keeping jobs and the changes su-k but why fck around? Is that why call centers get slashed and not retail?

It sounds like call center representatives are gonna get cut. They all jumped on the WFH angle, when asked to RTO, most refused. Now it’s time to go and let automation take over.

Lot of massive cuts across the whole call centers on west and in the east coast. Managers and coaches being let go in VR. Are the Virtual Retail Reps next?

Should I be worried?

JC confirmed call center closing, is orlando next?

If the company doesn’t change call routing they will go under, slowly and devastating to employees and customers. Morale is at an all time low across the board. Kareem needs to go. If you know you know. Kareem is the most worthless manager of all time

The call system routes Everything to sales. Customers cancel, employees quit. Nobody cares. Giant waste of time and money.

Hi gang - question for those who may know or who may have heard anything…. What are the impacts looking like for internal US base call centers? I have heard they want to close or consolidate OFFSHORE/GLOBAL CENTERS, but have not heard anything here about the centers here in the US?

What roles may be impacted? Senior manager? Director? Team manager? Coaches? Would love to hear some credible responses.

For those who have questions or wondered about your coworkers in the Philippines : well here is some info. Once they are hired it is near impossible to fire them. They have extreme rights. The country is employee friendly so if a company wants to terminate them they have so many steps . First you have tell them that they have commited employment violation in writing , than they have to be given advisement letter which than they have to respond. Than after that there are all kinds of administrative hurdles and if you are successful they are than paid severance of half their yearly salary for each year they have been there . So if 15 years than half their salary for each year they have been there and apparently fraud is rampant in the call centers with tons of teams doing all kind of financial fraud with the manager and the teams manipulating the incentive with some teams making up to 5000 a month each in pay and no one is able to catch them. They lose millions to this fraud.

Charter Communications said it is transitioning the work done at the Portland call center to other U.S.-based centers effective immediately.

https://wgme.com/news/local/charter-communications-lays-off-176-maine-employees-spectrum-call-center-unemployment

We had 1400 calls in que everyday now today 8 minutes between calls!!! Go figure

I used to work there long ago and was curious if it's still around, and if it's still relevant? I would imagine most of the call center jobs that were there (and in FL and AZ) were all outsourced to India.

Been “waiting” all day to be invited to a meeting. So far it appears remote call center employees are not being impacted by this.

So far anyway…

Total head count by Q1 2026 will be over 35K employees accross whole company. That’s been confirmed by higher ups in my department.

They are mostly going after call centers and stores. AI implementation.

• Band 3 employee

Anyone privy to the strategy for Call Center reps that either work in T buildings or WFH? What's the plan for Ocean Springs, Orlando... centers? When Black contracts ends will virtual reps be forced to move back to office?

call center reps got Dcris back and the fraud has already started placing new orders for upgrades new orders for name changes and new orders that customers didnt even know they were getting. no oversite at all and the managers are promoting it watch as numbers go up for things reps should not get paid on

The situation in the GIST department has become absolutely horrible. Everyone is completely burned out and depressed. There are always tons of calls waiting in the queue. We’re the third shift, only about 7 to 12 people working for the entire world — the US, the Americas, Europe, everywhere.

We’re not allowed to have more than two minutes of after-call, and we can’t stay “away” on Teams for even a second. It’s just nonstop calls, one after another, for eight hours straight, with no breathing room. We barely have time to write proper notes on the cases because two minutes simply isn’t enough.

Each of us handles more than 30 technical calls a day, and these are not short calls. I’ve worked in other call centers before, but I’ve never seen anything like this — this one is pure madness. We’re treated like machines, not people.

We’ve been complaining to management for months, and they know exactly what’s going on, but they still refuse to hire more staff. On top of that, we’re taking calls in all languages — English, French, German, — and it makes no sense. Half of the team is depressed, and people are so desperate that they keep calling in sick. It’s absolutely impossible to move to another department.

This place has become unbearable.

Anyone else concerned that upper management will use all this green time between calls as an excuse to prove are roles are no longer needed?

I can't understand why they're still implementing mandatory overtime and voluntary overtime when MC is hardly getting calls.

Front line is also being directed not to call us with this red light signal. It all seems very strange for a company this large.

Doing more with less was the theme. Even though there has been revenue and profit growth every quarter they expect more restructuring for layoffs in the US. Budgets will still be tight. They will be focusing on hiring more in call center work in Mexico. US panel jobs will start to be consolidated. Self install pilot has
been approved to move forward. Call center team had concerns about capped bonus and quality. Overall expect more call center and remote work and less in field work into 2026.

For some people, this was the most important day of their life. For me, it was Tuesday.

Rest In Pi-s, Salem Oregon call center

Any word on how the call centers faired?