AT&T Hangs Up On Customer Service Outsourcing - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

IoT
IoT
IT Leadership // IT Strategy

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
2021 Outlook: Tackling Cloud Transformation Choices
Joao-Pierre S. Ruth, Senior Writer,  1/4/2021
News
Enterprise IT Leaders Face Two Paths to AI
Jessica Davis, Senior Editor, Enterprise Apps,  12/23/2020
Slideshows
10 IT Trends to Watch for in 2021
Cynthia Harvey, Freelance Journalist, InformationWeek,  12/22/2020
White Papers
Register for InformationWeek Newsletters
Video
Current Issue
2021 Top Enterprise IT Trends
We've identified the key trends that are poised to impact the IT landscape in 2021. Find out why they're important and how they will affect you.
Slideshows
Flash Poll