AT&T to take back outsourced jobs (worked with CWA Union)

[wakeme2008]

AT&T to take back outsourced jobs

By Candace Lombardi
http://news.com.com/AT38T+to+take+back+outsourced+jobs/2100-1036_3-6118271.html

Story last modified Thu Sep 21 16:31:28 PDT 2006

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AT&T announced Thursday it will bring home approximately 2,000 technical support jobs that had been handled by outside providers.

The U.S. phone giant said it will use in-house employees to assist customers with their self-installation of DSL (digital subscriber line) broadband access. The support staff will also answer other general questions about Internet or DSL service, e-mail, registration and browsers.

The change follows an agreement between AT&T and the Communications Workers of America union. The CWA negotiated the wage rates, benefits and duties associated with the jobs, which were formerly contracted out to third parties both in the U.S. and overseas, the union said

..a couple more sentences at link....

[DainBramaged]

1. Finally, an America hating company gets the message

It may be cheap as hell to send a job to India, but when you lose customers hand over fist, it doesn't matter how much money you saved. I dropped them from long distance when they outsourced all the help desk jobs two years ago. Now I may go back.

[tech3149]

2. I've hung in with Verizon for more than a few years

Mostly it was because the service was consistent, but it helped to have them fight sharing records of their subscribers to the government without warrant. As a for-profit entity, I've had my fights over the years to pay a fair price for the service provided. I expect that sort of situation in a commercial world, so that doesn't bother me. I've seen from a professional viewpoint how outsourced support provides a lower level of service. That's one of the reasons I take a hard look at companies that try to cut costs without considering the effect to their customers.