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TNDan21 · 02-25-2002, 6:59 AM

Looks like to add to the list of recent call center close downs that now ALLTEL is closing down 5 of there call centers.

Telecom Firm Alltel to Close Call Center in Tallahassee, Fla.

http://www.wirelessweek.com/index.as...-G1F1-00000-00

BillRadio · 02-26-2002, 3:01 AM

It seems that call center consolidation does save some money, and I believe the carriers are trying to do it without hurting customer service. It can happen.

One year ago, Verizon announced it was closing its 411 call center in Denver. Privately, Verizon hinted that the reason the call center was leaving Denver was because they were having so much trouble finding employees. Read that: finding employees willing to work for the pay they wanted to offer.

Since then, the Denver center was consolidated with the Salt Lake City center, but these people weren't put into the profitable 411 call center. Instead they were transferred to the Customer Service department. The result has been better customer service after the consolidation. Might this be related to getting more work for less pay from these people?

-Bill

KevinJames · 02-26-2002, 11:58 AM

Bill, I always appreciate your viewpoints but concluding that the reason the call center left Denver was because of low pay scale is not necessarily true. Many (and then some) years ago, I worked for Pacific Bell as a Directory Assistance (411) operator and even back then they were VERY well paid. There was a study done that found that working in a call center was so extremely stressful (I can vouch for it) that it was rated second only to being a fireman or policeman.

Indeed, these offices experience high turn over for several reasons and stress is just one of them.

Kevin

BillRadio · 02-26-2002, 7:51 PM

Kevin,
I did not mean to imply that Verizon or customer service don't get paid well, they do. But a year ago it really was hard to find staff for ANY business in Denver, and the only way they could do it was with bonuses and incentives. They didn't need to do that in SLC. But by no means are the SLC CS employees being paid substandard wages! And today, the labor market is very much different. Bye-bye dot-coms.

I've talked to a few Verizon CS people who said it was a no-brainer to leave the CS position they had elsewhere because Verizon paid so well. Judging from the service I've had (very good!), I believe it.

Verizon had 1,000 layoffs this month, and almost none of them were in CS, whereas most of Sprint's were! Bad move.

-Bill

02-25-2002, 6:59 AM	#1 (permalink)
TNDan21 Join Date: Dec 2001 Location: Kingsport, TN Posts: 5,964 Phone(s): LG enV2, Samsung t219 Provider(s): Verizon Wireless, T-Mobile Devices: iPod Nano Thanks: 0 Thanked 8 Times in 6 Posts	More Call Centers Closing Down Looks like to add to the list of recent call center close downs that now ALLTEL is closing down 5 of there call centers. Telecom Firm Alltel to Close Call Center in Tallahassee, Fla. http://www.wirelessweek.com/index.as...-G1F1-00000-00

02-26-2002, 3:01 AM	#2 (permalink)
BillRadio Wireless Consultant Join Date: Feb 2002 Location: Denver Posts: 1,387 Phone(s): Motorola, Nokia Provider(s): Verizon, T-Mobile, AT&T, Sprint Thanks: 0 Thanked 2 Times in 2 Posts Images: 1	It seems that call center consolidation does save some money, and I believe the carriers are trying to do it without hurting customer service. It can happen. One year ago, Verizon announced it was closing its 411 call center in Denver. Privately, Verizon hinted that the reason the call center was leaving Denver was because they were having so much trouble finding employees. Read that: finding employees willing to work for the pay they wanted to offer. Since then, the Denver center was consolidated with the Salt Lake City center, but these people weren't put into the profitable 411 call center. Instead they were transferred to the Customer Service department. The result has been better customer service after the consolidation. Might this be related to getting more work for less pay from these people? -Bill __________________ Cellular Reviews & Ratings. www.MountainWireless.com

02-26-2002, 7:51 PM	#4 (permalink)
BillRadio Wireless Consultant Join Date: Feb 2002 Location: Denver Posts: 1,387 Phone(s): Motorola, Nokia Provider(s): Verizon, T-Mobile, AT&T, Sprint Thanks: 0 Thanked 2 Times in 2 Posts Images: 1	Kevin, I did not mean to imply that Verizon or customer service don't get paid well, they do. But a year ago it really was hard to find staff for ANY business in Denver, and the only way they could do it was with bonuses and incentives. They didn't need to do that in SLC. But by no means are the SLC CS employees being paid substandard wages! And today, the labor market is very much different. Bye-bye dot-coms. I've talked to a few Verizon CS people who said it was a no-brainer to leave the CS position they had elsewhere because Verizon paid so well. Judging from the service I've had (very good!), I believe it. Verizon had 1,000 layoffs this month, and almost none of them were in CS, whereas most of Sprint's were! Bad move. -Bill __________________ Cellular Reviews & Ratings. www.MountainWireless.com

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02-26-2002, 11:58 AM	#3 (permalink)
KevinJames WA's 1st retired mod Join Date: Oct 2001 Location: Central Valley NorCA Posts: 2,587 Phone(s): Nokia 6126 Provider(s): the new AT&T Devices: Bluetooth devices--MotoHS820, Garmin Nuvi 660 Thanks: 0 Thanked 0 Times in 0 Posts	Bill, I always appreciate your viewpoints but concluding that the reason the call center left Denver was because of low pay scale is not necessarily true. Many (and then some) years ago, I worked for Pacific Bell as a Directory Assistance (411) operator and even back then they were VERY well paid. There was a study done that found that working in a call center was so extremely stressful (I can vouch for it) that it was rated second only to being a fireman or policeman. Indeed, these offices experience high turn over for several reasons and stress is just one of them. Kevin

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