Looks like they have JSL taking the multi contact calls. Get ready for management firing US employees.
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@hk lol jsl is Jamaica Sutherland you mo--n
@a6 it’s a steep learning curve. Escalations require a much higher level of de-escalation skill and system authority than standard JSL tasks. this "cross-training" for JSL (Junior Sales Lead or specialized agents) into Escalations appears to be part of their broader 2026 strategy to lean into AI-assisted support. By moving these agents into high-touch escalation roles
@OP I would guess after wayday probably. That will give the overseas team a few weeks to get up to speed. Not that they will be good at the job at all, but the company has proven from my point of view to not care about quality only money savings. Which I think will destroy them over time. But just my nickel, since we don't game pennies anymore
@OP What’s Likely Happening:
• The "Shadow" Phase: They bring in JSL to handle overflow or "simple" multi-contact tasks.
• The Transition: Once the JSL teams are trained on your specific workflows, management starts citing "operational efficiency" and "cost-cutting" as reasons to consolidate.
• The Result: Layoffs for US-based employees, often framed as "restructuring" or "digital transformation."
My manager said that there’s a total of 400 offshore multi contact agents
At the rate they are going with firing people they will need the offshore.
Yup I heard they have over 200 agents and they are going to be cross training them for escalations.