#callcenter

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?

Will they just lock the front door at the Salem, OR call center and put a notice on it?

Will they me us at the front door with a packet?

What should I expect?

I've been seeing more companies laying off employees blaming AI. Amazon laying off 14K corporate jobs. So many roles within Fidelity seem very robotic to me as it may be easy to utilize AI to cut overhead the question is on timing? If you work in one of the call centers you will notice what ever role the employees are in they are following a script, oh excuse me a call model for that role. There's very little self thinking within Fidelity so it seems would not be too far off when AI could easily learn the call models and also how to sound human to a client on the other end. Just the thought for the day

It will be run out of Dallas and India with very little talent. When things go wrong it will get fixed when it gets fixed. The just figure it out and do 5X more with 2X less will catch up with SBC Nougat Heads who haven't had a visionary thought in decades. The amount of fraud and theft that will originate in India will be immense. Dallas will simply be a giant call center like environment run by metrics and PowerPoints.

Have we heard any rumblings for this org? A lot of support roles for the different call centers. Quality analysts, Data analysts, Access team, Workforce Management, Vendor Business Partners, Everyone in the call centers, etc

So now I'm hearing they will be announcing layoffs after the Nov 4th quarter results global meeting. This is out of oklahoma city call center. How viable is this rumor?

Placing engineers—especially those expected to think deeply, design complex systems, and solve nuanced problems—in a call center-style environment is typically a recipe for reduced productivity, poor morale, and suboptimal work quality. Here's a breakdown of what you might expect:
🔇 1. Disruption of Deep Work
Engineering requires focus. Complex problem-solving, debugging, architecture decisions, and coding often need extended periods of uninterrupted concentration (aka “deep work”).
In a call center-like environment—loud, crowded, constant interruptions—engineers will struggle to reach that mental state.
Expect more errors, slower progress, and lower code quality.
😤 2. Morale and Retention Issues
Engineers typically value autonomy, mastery, and purpose.
A call center setup implies surveillance, noise, lack of control over the environment, and potentially even micromanagement.
Result? Burnout, disengagement, and eventually attrition. You may lose your best talent first.
🧠 3. Shallow Thinking Becomes the Norm
When you're in a reactive environment—like one focused on pings and constant chatter—people naturally start thinking short-term.
Instead of proactive design and long-term systems thinking, engineers will fall into reactive, band-aid solutions.
📉 4. Decline in Innovation
Innovation thrives in environments where people have space to experiment, reflect, and collaborate thoughtfully.
The call center model is built for throughput, not thoughtfulness.
Expect fewer new ideas, missed architectural risks, and weaker long-term planning.
🤝 5. Poor Collaboration
Ironically, while open or call center-style setups are often justified as “promoting collaboration,” in reality:
They often increase distractions rather than useful conversations.
Real collaboration requires intentional, focused communication, not random drive-by chats or overheard meetings.

🛠️ Putting engineers in a call center environment is like asking a concert pianist to practice in a food court. Sure, they might play something—but it won’t be their best work, and they probably won’t stick around.

The call center has laid off a significant portion of its American call center representatives and plans to retain its foreign representatives. This is devastating, and I didn't see it coming at all.

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

#fraud

October 3rd sears let go of some Management employees in their call centers and the entire Spanish speaking agents who take incoming calls. On Dec. 1st more employees will be laid off.

Any word on call centers closing? If so, which ones? Aetna,CVS? My call center is a ghost town.

Any word on call centers closing? Which locations? Our center is a ghost town.

Pre Install CX pros were hit with layoffs this morning, and I’m sure other departments were affected as well. Some really good people were let go. It’s frustrating to see some of the more dedicated employees I’m sure replaced with cheaper offshore labor

Are the people that are being laid off from claims, call center, or both?

The yellow Wells Fargo letters have been 100 percent removed from the white James Center in downtown Richmond. A sign (or non-sign) of the times. Call Center next probably closing sooner than later. 🤔

Van Nuys Office worker reduction happening or is it just a rumor? Commutable employees were relocated at the end of July and now all the other employees are sitting waiting to hear what happens next and be able to move on with their lives. Anyone have news on when this might happen?

The employees are being told that they need to stay until March 31,2021 before they can receive the package. With the call center in Costa Rica and the support center moving to Mexico City, there will not be much left in the US except for some backend operations that will eventually be outsourced. This company is on life support and there is nothing to suggest a turnaround. Customers are very nervous doing business with this no vision company.

If you are in a support job in the US for Merck, you will loose your job come mid Q1 in 2017. HR, AP, AR, OTC etc... you are doomed. Charlotte GFS location will shut down entirely come Q1. All jobs to be sent to a new call center in Costa Rica or India.