Miami, Florida-based Sitel, an international business process outsourcing services vendor, has announced the layoff of 184 workers in the Painted Post, New York call center. This is a routine capacity-sizing issue following the loss of a major customer, said to be the Wall Street Journal.
According to a WARN (Worker Adjustment and Retraining Notification Act) notice filed with the state, the cuts include 162 customer service representatives, 11 coaches, two coach apprentices, one learning specialist, two operation managers, one operation manager apprentice, one real-time analyst, two receptionists, one facility coordinator and one partner.
Live call centers are being decimated by technology. Interactive Voice Response, Artificially Intelligent Bots, and self-service options on mobile devices are all impacting human operators that provide routine subscription servicing and billing information. Call center employees should be wary of big changes and the loss of contracts in the near future.
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