Apparently people are let go and being replace by folks in Guatemala.
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In the near future, Toronto Head Office will just be a skeleton staff supporting Xerox Sales Agencies. All support and Mainline sales people will go bye bye. This is your future if you stay!
Incredibly, incredibly depressing. At this point NOBODY can predict which team will be gone next since even internal Xerox teams that didn't get rebadged to HCL were still cut from the company entirely and the work they specialized in is now being done by other teams (Canadian RTS and Customer Relations comes to mind).
I personally think that the entire overnight helpdesk in the Saint John center is next to go, without the shadow of a doubt. Think about it: a team that already has trouble with filling positions because nobody wants to work graveyard shift? Why not offshore the work to Guatemala or India where it's broad daylight so positions are guaranteed to be filled! Great news for anybody overseas needing work, bad news for all the tenured overnight staff that have so many years of experience that it would be a crime for them to be let go, especially since there aren't a lot of call centers in Saint John that offer permanent night shift for those who have worked it for many years already and are more than willing to do it again (To my knowledge shifts at other call centers are all based on seniority and performance so anyone who gets night shifts usually gets "stuck with it" because they're at the bottom of the totem pole, which gives overnights a negative stigma I'm not particularly a fan of).
It really is an absolute shame.
To answer @1nuk+13BASc7W:
Expenses
Expenses
Expenses
3rd world wages and no healthcare to pay for. Much cheaper than basing the teams in the US or Canada. But the other posters are obviously correct, it all comes with a negative impact to the overall support and experience.
Another brilliant move to further break the backbone of a once great company ..
Why ,Why , Why?
Most of Toronto for services including upper management are gone and all their support equipment was shipped out then the support center in Saint John and their lab as well
All Customer Support for Canada AND United States were supported out of those locations.
St. Laurent has a few still left that support Field teams but I’m sure they will also go
In the end all services for North America will be done by Guatemala or India
There will be no support in North America at a level 2 position within weeks
Any call to a support line will be supported off shore
30 or 40 years experience has been replaced by zero experience
Best of luck.
Customer relations, used equipment groups, tech support
Your detail is overwhelming. What kind of support? Cust support, 2nd level support, tech support?
Toronto or Saint John??
Yup, have fun with that!