Contact Center Solutions Featured Article

Comcast Closing California Call Centers: But NOT Because California is too Expensive

September 27, 2012

On Tuesday, cable giant Comcast (News - Alert) rather abruptly announced that it plans to close all of its California call centers, located in Natomas, Livermore and Morgan Hill, that together employ about 1,000 people. The doors will close for good on November 30 of this year. The company says the jobs will be relocated to existing call center facilities in Portland, Seattle and Denver. Employees were reportedly offered severance packages or the opportunity to follow their jobs to the new call centers.

While it would normally be a simple call center relocation story – it happens all the time – it’s the reasons initially cited for the shut-down that have eyebrows rising. Initially, a Comcast spokesperson cited the State of California’s "high cost of doing business” as a reason for the closures. 

“We determined that the high cost of doing business in California makes it difficult to run cost-effective call centers in Northern California,” said Comcast Regional VP Andrew Johnson.

Whoops. Not very politic, particularly in an election year.

Comcast quickly walked back on the comments after rumors of an intervention on the part of state Senate President Pro Tem Darrell Steinberg (D-Sacramento) and the Governor's Office, reported the Sacramento Bee.

"It is unfortunate that Comcast's announcement to eliminate jobs in California inaccurately placed blame on the state, but I am pleased to see the executives at Comcast taking responsibility and correcting the statement," said Mike Rossi, the governor's senior adviser for jobs and business development, in a statement.

Comcast’s revised statement, issued later in the day, removed all the language blaming the high cost of operating in California.

“Comcast has determined that in order to run cost effective call centers that are focused on the customer experience, our customers will be served better in the long run by establishing specialized call centers focused on particular customer needs rather than on geography,” said the statement.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Hiring Spree in the US

There are two interesting trends that continue to make their appearance in Contact Center Solutions Community news on almost a weekly basis, and this week they are prominent. They happen to also be closely related. The first is that that with customer experience improvement being such a large priority for companies around the world, the investment in contact centers is clearly increasing. The second is that whether it is contact centers for individual companies and government agencies of relying… [ Read More ]
09/20/2014

Tellwise Smart Messages Integrated with Salesforce.com CRM

Tellwise Smart Messages has been integrated with Salesforce.com CRM software. This integration offers automated buyer communications, which enables continuous tracking, analysis, reporting and increased sales forecast accuracy. [ Read More ]
09/18/2014

Creating Customers for Life

Finally, a paramount piece to the puzzle is advocacy. By identifying who one's most active users are, and seeing who is gaining the high value from your offerings, it creates the opportunity for walking, talking advertisements. Communities of users can be developed to create best practices, and by fostering these relationships the door is left wide open for a very profitable long-term partnership. Referrals earn these advocates entrance in a loyalty program. To measure levels of advocacy, the me… [ Read More ]
09/18/2014

Xerox Bringing 1,000+ Call Center, Other Jobs to Kentucky

When it comes to the call center world, the growing trend for the market is for companies to return to the United States. Xerox is just one of the companies moving its call center operations back to the U.S. [ Read More ]
09/18/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!