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Cox Cuts Back On Call Centers

Decision To Centralize Operations, Drop Smaller Centers Could Result In Job Reduction Of Less Than 3% 2/27/2014 10:08 AM Eastern

As part of an operational streamlining effort, Cox Communications said it will close down several smaller call centers and consolidate to seven large call centers, a move that could result in a less than 3% job reduction.

The potential net job impact nationwide could be 436 employees, but the exact number of job losses is not immediately known because impacted employees will have opportunities to relocate to newly created jobs in other markets or to apply for other open positions at Cox in their current markets, a Cox spokesman said.

The seven remaining "Centers of Excellence" will be hosted in Las Vegas; Phoenix; Omaha; Wichita; Oklahoma City; Baton Rouge; and Hampton Roads, Cox said.

According to local reports, a call centers based in markets such as West Warwick, R.I., San Diego; New Orleans; and Pensacola, Fla., are among those impacted by the consolidation.

Cox said the plan is to centralize its residential call centers “into fewer, best-in-class centers designed to improve the customer experience, optimize the organization’s effectiveness and increase its competitive readiness.”

All Cox call centers have been and will remain Cox owned and operated, the company said.

Cox notified employees of the decision on Wednesday.

 

 

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April