We've all seen admin locations that have a good number of customer service employees shut down in recent years. Sacramento, Jacksonville, Salem, the Barn, Billings, and probably a bunch of others I can't think of right now. Birmingham and SLC probably aren't going to last much longer either. A lot of these roles will be taken over by chatbots or outsource, but which domestic customer service hubs will still exist 5 years from now? Who has the insider info?
6 replies (most recent on top)
Never should have closed Winston Salem site. Although even though I'm out the fray now, I still worry about the team that relocated to CIC.
Before anyone has a critical comment or concerned why I still care, I had an opportunity to go but it would have been too far to travel.
I know some really great people and I'm not a complete ahole and I hope they are able to stay there and location strategy doesn't get them either.
Eventually AI may replace them, but we all know WF will be the last to effectively leverage any new tech. The OPs actual question is "which customer service locations will close last?"
Endangered Industry ? You may want to expand the realm of endangerment
It’s ALL going to India and AI. It’s the new company motto “Doing more in Bangalore.”
The question attempts to apply an outdated paradigm to the future. Anywhere possible, WF will eliminate humans taking phone calls and replace with AI. Expect customer service to be for the most complex issues and therefore a fraction of what exists today. Not sure the concept of "hubs" (large centers) will be relevant at that point. If your job is talking to customers on the phone, you are in an endangered industry.
@OP CIC and India