#insourcing

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Franklin Templeton Investments takes back Customer Service from FIS

With the implosion of the FIS contract handling the TA known as Project Condor, the take back of CS will be completed soon, date uncertain, due to the remaining Retirement and Shareholder skills being serviced at FIS until after the tax filing deadline. They are waiting to be notified by FT that they have the staffing trained up to take all calls. So far, they don't. The panic is spreading, hiring has been haphazard. Workday's AI tool has not been successful in capturing the applications of all tenured staff wanting to come back. Many have received rejections. Managers do not have the capability to retrieve their applications leaving many in limbo. The entire five year drama has cost FT highly experienced/knowledgeable staff to other companies. A TA that was operating efficiently was outsourced to save money. The whole thing is FUBAR.