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

Survey: Mobile Experience Trumps Brand Loyalty Among Gen Y, Millennials

Retailers be warned - brand loyalty counts for less and less among younger consumers, who are likely to head to competitors if their mobile experience isn't what they think it should be. [ Read More ]
10/30/2014

Xerox Virtual Customer Care Agent Soon to Enter the Market

Today, many companies are working toward simplifying the workplace so that they can allocate more time and resources to their core business. WDS is one such company dedicated to making it customer's life easier. Recently, the company has introduced an intelligent, virtual customer care agent that can recognize and resolve customer questions in the same way a human agent would. [ Read More ]
10/29/2014

Cyara Partners with GlobalNet

Cyara, a provider of integrated, automated customer communication systems testing software, recently announced that GlobalNet, a company that provides customer experience innovation lifecycle services, has joined the company's Expert Partner Program. As a result, Cyara's contact center testing software has been integrated with GlobalNet's Customer Experience Innovation Lifecycle, expanding Cyara's market in North America. [ Read More ]
10/29/2014

The Personalization of Patient Care

There is little dispute that the healthcare system is not just one of the largest vertical markets for the consumption of modern technology in general but for ICT-related solutions specifically. Whether it is the digitization of medical records, the establishment of healthcare exchanges in the U.S., telemedicine, enhanced communications for first responders, etc. The appetite for ICT is almost insatiatable. [ Read More ]
10/28/2014
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!