Now that AT&T is outsourcing to startek should reps be concerned? (Knowing we must get paid much more than startek pays their reps). I have been a cr rep for almost 8 years.
10 replies (most recent on top)
AT&T is one of those companies , you don't invest your future, on tha is you have a choice...make it count
Not all jobs are outsourced overseas. AT&T outsources a lot of administrative/billing/customer service/order placement type functions to companies within the US. If your job can be done by someone else (even some sales positions) your job is at risk of being outsourced. Cheaper overall for the company
Outsourced employees are lower skill level and do not have a vested interest in the company. This is why at&t has poor customer service rating. My job was outsourced last year. I trained my replacements. As i was training and went over specific things to look for to avoid issues downstream or certain groups to notify to make sure order/project flowed smoothly, I was told by the at&t director on the call that the outsourced group would not be doing these things that it made it to complex. The process was totally dumbed down so that an outsourced group could do the job. Quantity not quality. You get what you pay for.
The other post saying outsourcing is the same quality as a US worker is false!!....these people have no clue what they are doing and give customers the run around screwing up orders constantly and giving the customer the impression the company one hand doesn't know what the others doing....which is true!! I've worked in the field for over 25 years I see this every day it's embarrassing..... We try to fix their screw ups but we can only do so much.....a lot of customers leave because of screwed up billing orders technical support etc..... Guess what most of all that is outsourced now.... My name is Bob how can I help you.....lol
AT however, the company believes that it can handle any employee reductions through normal attrition as workers retire or quit. "We haven't made any announcements", said an AT&T spokewoman when asked byFierceWireless about potential job cuts. "We believe we can handle any reductions in large part through attrition, as employees retire or otherwise leave the business," she added.
AT&T has said it wants to have 75 percent of its network be software-centric by 2020 and aims to complete the first 5 percent of that this year.
It's simple, outsourcing is cheaper and nets about the same quality in non technical calls. You can pay an outsourcer per call compared to an internal rep per hour and hope as a whole you get 55% of their actual paid time working. When you have call centers with 80% of reps on a leave or std or fmla it becomes hard to run a business day to day.
That's not to imply the company is perfect but there are 2 sides to each story with reality landing in the middle.
CSRs in what region? Departments? And do you have any facts to support this? Only because CWA says they have been given no information nor is there any update on the warn report. At least in the west mgrs are confident reps are staying.
CSR will be next as early as July.
Yes my departments work was outsourced a year ago. AT&T is outsourcing everything possible to save money.
Greed, along with the hollowing out of the middle class, Americans are generally making less money than they did in 2000. The median income of U.S. households in 2014 was $62,482 compared with $67,673 in 2000. Earnings for all groups -- low income, middle class and upper income -- suffered during that time.