AT&T Hangs Up On Customer Service Outsourcing - InformationWeek
IoT
IoT
IT Leadership // IT Strategy
News
9/22/2006
10:53 AM
50%
50%

AT&T Hangs Up On Customer Service Outsourcing

An agreement with its union will create 2,000 new unionized jobs at its U.S. operations and eliminate the use of low-wage foreign call centers to provide customer support for its home broadband business.

AT&T said late Thursday that it will create 2,000 new unionized jobs at its U.S. operations under a plan that would see the telecom giant eliminate the use of low-wage foreign call centers to provide customer support for its home broadband business.

"We were able to create these jobs at competitive salaries," says an AT&T spokesman. The positions will pay $30,000 per year plus benefits. AT&T is implementing the plan in cooperation with the Communications Workers of America, the union that represents telecom workers at the company. AT&T will start adding the positions beginning in mid-2007. It hasn't yet decided where it will place the workers, the spokesman says.

CWA officials welcomed the move. "Reversing the flow of work from contractors back to our bargaining units is a terrific achievement," said CWA executive VP Jeff Rechenbach, in a statement.

AT&T insists it made the decision to repatriate the jobs after successfully bargaining "competitive" wages with the CWA. But customer pressure to improve service may also have been a factor. Users of AT&T's home DSL service frequently pillory the company on online bulletin boards and blogs. A poster on DSLreports.com complains that AT&T's "India tech support doesn't know anything." AT&T's spokesman declined to identify the vendor currently handling the company's offshore DSL support.

AT&T is now creating the U.S. based position of Tier 1 customer assistant to handle tech support for DSL users. It's the second group of jobs that AT&T and the CWA have agreed to create in recent months. The company and the union recently worked out a plan to hire in-home technical services reps for AT&T's U-verse digital video services.

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
Comments
Newest First  |  Oldest First  |  Threaded View
DeloresJ270
50%
50%
DeloresJ270,
User Rank: Apprentice
11/6/2015 | 5:54:48 AM
computer problems
Thanks for making a nice information for AT&T support. In such situations, one may also checkout 25dollarsupport.com which is quite reliable.
Commentary
5 Machine Learning Resolutions for 2019
Lisa Morgan, Freelance Writer,  12/13/2018
News
What Tech Mega Hubs Will Do to East Coast Cities
Kayla Matthews, Technology Writer,  12/11/2018
News
Daimler Financial Services CIO Says: Don't Get Comfortable
Jessica Davis, Senior Editor, Enterprise Apps,  12/5/2018
White Papers
Register for InformationWeek Newsletters
Video
Current Issue
Enterprise Software Options: Legacy vs. Cloud
InformationWeek's December Trend Report helps IT leaders rethink their enterprise software systems and consider whether cloud-based options like SaaS may better serve their needs.
Slideshows
Flash Poll