I wanted to say first of all the reps from east Europe speak almost perfect English so that should appease the US customers. I am a TA herE in the US and have noticed the calls have slowed down at about the time the east Europeans would be taking on the calls. Also, they call us with questions and do not want to transfer the calls to us. Another thing is the dropped calls and sometimes when we have to transfer to a different department we get a recording saying the number is no longer valid. I have noticed mny reps either quitting or being fired. I am not worried about myself, I have been with att almost 22 years but for the younger reps losing their job could be devastating for their families it is as though I am watching a really bad movie. My advice to AT&T employees is if you noticed too many changes maybe it is time to get your resume updated.
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Some of the support for U-verse is coming from India.
There is a noticeable uptick in jobs being sent overseas. They are hiring customer care agents in Slovakia and what stands out are the qualifications and timeframes listed on these postings. The company wants " Advanced English skills (written and verbal) - B2/C1 level" with an expected start date "between May/July/August/September 2016". The post also states ".. launching a new customer care teams in Bratislava, Slovak Republic to support our innovative digital TV, internet and voice services called U-Verse and Direct TV." Work shifts "• Flexibility to work in below mentioned working hours: 1/ Timeframe from 5:00 AM to 3:00 PM 2/ Timeframe from 2:00 PM to 1:00 AM". My take is that the company is preparing for a big shift to additional overseas operations in the upcoming months.