S.E. call center went from back 2 back calls to now receiving 1 call every 30 -60 minutes. Etime given 2x a day and yet they insist they are hiring new customer reps. I opinion is they are just pacifying the works to keep them working (and not looking for another job, which is exactly what the reps need to be doing) until at&t sends the layoff notices.
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Sending everything over seas.
You do!!!
What type of call center? Tech Support, Sales, Retention?
Most likely passing time before let go. I wish they can be straight forward and say you all need to start looking somewhere else!
What type of calls do the S.E take? Consumer, business, wireless, direct tv?
More and more people are using the Internet for ordering hence why the calls are slowing down. They should be transitioning you off the phones to being on the computer engaging the customers that way. But there's a reason they aren't and its the ability to hire cheap foreign labor that can use canned responses to customers concerns.
Getting rid of legacy b was top goal from day one.
Buy and bye legacy B