9 people from estate care center life events were laid off.
It was communicated a little over a month ago that the dept was "expanding globally" (aka moving some of the work to India where they hired a bunch of people) . It was mentioned layoff were possible and looks like it's started and likely more to come as the team in India settles in.
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When will companies pay attention to their customers needs? Neatly every experience I have had with an overseas call center results in more of my time wasted while the company saves more money with cheap labor.
Just went through this with the JP Morgan Chase estate care center. Once their regular call center recognized it was a death related inquiry, she transferred me to the estate care center. Waited about 30 seconds for someone to answer. Very pleasant experience with an obviously American representative. Whole call lasted 15 minutes and all accounts were taken care of. They confirmed the death themselves online while I was on the call so not even a need to send in a death certificate.
Sounds about right. The phone lines are always extremely busy and always back to back calls. They should really be hiring at least one full team. Customers calling in are already going through a hard time after losing a loved one and then having to be on hold for so long makes their experience worse.. the 9 that were laid off were not from the Phone team within the estate care center though - it was case owners.
I am a banker and have had to call Estate Care a few times over the past week and the wait time is 30 minutes to speak with a representative. Then, they have to keep checking with higher level support and place me on hold multiple times. Yesterday, after a 30 minute hold, after speaking with the Estate Care rep for just a few minutes they disconnnected the call and so I had to ask the customer to return the next day to begin the process all over again.