Over the last few months Spectrum has been laying off customer service and call center employees. Spectrum says they are moving employees around but still over one thousand have recently been laid off as the company is consolidating its call centers.
In Columbus, Ohio, 175 service center workers lost their jobs earlier this month. In Walker, Michigan, 240 call center employes lost their jobs this month. In Milwaukee, Wisconsin, 173 call center employees are losing their jobs. In Northern Kentucky, 215 employees lost their jobs. And 230 call center employees lost their jobs at a Austin, Texas, call center.
Other areas, including North Carolina, have recently reported similar layoffs.
A Spectrum spokesperson sent Cord Cutters News this statement in reply to our request for comment. “Spectrum continues to invest in its network, technology and employees to deliver an exceptional customer experience. Our call center operations are a critical part of that experience, in which we invest and evolve to meet the changing needs of our customers. As part of that change, customer service call center operations in these locations will be transitioned to other in-house U.S.-based centers that will offer employees more resources and opportunities in addition to allowing us to deliver information, training and technology to our representatives more efficiently. Our goal is to retain as much talent and experience as possible. Employees at these locations may transfer with relocation benefits to other Spectrum customer service centers and are encouraged to apply for any open position within the company for which they are qualified. Employees who do not have a role with the company once the center closes will be entitled to comprehensive severance benefits.”
Moves like this—cutting costs by reducing the number of needed buildings, managers, and other support staff—can help companies like Spectrum save money.
Remember: Spectrum is losing TV and Internet customers, likely resulting in a lower need for so many customer service employees.
Charter Communications, the parent company of Spectrum, reported it lost 405,000 TV customers in the first quarter of 2024. This is on top of the 320,000 TV customers it lost in the fourth quarter of 2023. Spectrum, for the second quarter in a row, lost 72,000 Internet customers.
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