1 edit | reply to h0m3rS1mpS0n
Re: call centers closing well its offical
From: Garry Betty [internal e-mail address removed]
Sent:Tuesday, January 06, 20048:40 AM
To: internal e-mail address removed
Subject: From Garry Betty: Organizational Restructuring
Dear EarthLink Employees:
A series of meetings has just begun throughout the company about important organizational changes taking place at EarthLink. Since we can not meet with all employees simultaneously, I want to give you a brief overview of the changes while you await your scheduled meeting.
One year ago, we made the first round of difficult decisions to outsource a portion of our call center operations. These efforts, while difficult from an employee perspective, have been successful in maintaining outstanding customer service and achieve profitability goals. It is now necessary that we take the equally difficult step of outsourcing another significant portion of our call center operations.
Specifically, we have made the decision to close our call centers inHarrisburg and Roseville. We will also discontinue call center activity in San Jose and Pasadena, though other business functions will remain in those locations. Finally, we will significantly reduce the workforce in Atlanta, including: tech support, customer service, sales, installation services, business access and saves teams. These changes will be implemented on a staggered scheduled through the first quarter of this year. Some organizational support functions in each location will also be impacted due to either facility closure, or decreased demand for local support.
I recognize that this is a difficult message for all of us. That is why it is very important that you attend your scheduled meeting so you can learn more of the details and have an opportunity to ask questions. You will receive an additional email shortly that will identify the meeting time and location that you should plan to attend.
These changes are difficult and impact many of our fellow employees. I am committed to frequent communications to keep you informed as we progress. You can expect to hear from me again at the conclusion of our meetings in each location.
Garry Betty
internal e-mail addresses removed. ~sorto' |
|
 borborpaSlipping Slowly Into OblivionPremium
join:2002-02-20
New Cumberland, PA | reply to h0m3rS1mpS0n
Well...it's the 6th....any news? |
|
|
|
 HallPremium,MVM
join:2000-04-28
Dayton, OH
kudos:1 | Seems you typed your message 30 seconds too soon... |
|
 MxxCon
join:1999-11-19
Brooklyn, NY
1 edit | reply to h0m3rS1mpS0n
**** **** #$%@ $#@% **** **** #@$& 
how many jobs did we just lost becuase of this "cost cutting" bs? |
|
| reply to ElnkSls
You guys really wouldn't believe what they did to people to get them fired previous to this. |
|
 JEJE 's BACK BABYPremium
join:2000-12-15
East Orange, NJ | reply to h0m3rS1mpS0n
Looks like 1300.
I feel sorry for the poor people who are goin to be left with no c hoice but outsourced Support and CS.
SAD DAY in 2004 for ELNK! |
|
| reply to h0m3rS1mpS0n
Do I get to point and laugh at everyone who made insults about what I use to say... I've been watching this for awhile.
We knew something was odd when OS from india and other OS were coming into the internal dsl chats asking the dumbest questions like::
"How do you powercycle UHP modem"
"Hi how make connect in xp"
Enjoy Earthlink from India and Manila suckers....
HAHHAAHAHHAHAHAHA
 |
|
 bivBbr BivPremium,MVM
join:2000-09-26
Baltimore, MD | reply to h0m3rS1mpS0n
I'll again ask my original question:
Does this mean that we can expect lose ELNRobert and ELNGerald (who admittedly has never posted)???
--
Children make nice pets! |
|
HallPremium,MVM
join:2000-04-28
Dayton, OH
kudos:1 | Gerald is already in Atlanta (talk about Mindspring protecting the home turf...) while Robert is in Harrisburg. I suppose Robert could transfer. Then again, they're reducing people even in Atlanta and Robert's not management, as far as I know.
This is now on DSLR's front page too... And Yahoo! Finance has quite a few news reports of it: »finance.yahoo.com/q?s=ELNK&d=t |
|
| reply to randomness
Ask any current employee or recent x employee, everyone was essentially forced to not fix peoples problems (blow ppl off). Resolution was absolutely 100% NOT part of the job AT ALL for the last 6 months or more now.
What they did about 6 months ago was come up with this new 'QA' scoring system that anyone there will say did not involve resolution. They literally fired as many people as they could based on this new 'QA' system just to make way for whats happening now.
I can name several still employed people that will openly admit the reason they still have a job is because they don't fix *ANYTHING*. A call can easily end with a customer EXTREMELY PLEASED & FIXED and you can utterly fail the 'QA' score.
Go ahead and challenge any supervisor **or higher** to follow up with a customer just to prove you've solved their problem, not gonna happen. They could seriously care LESS
People were essentially fired for something they weren't originally hired for. |
|
ElnkSls
join:2004-01-06
Stone Mountain, GA | reply to h0m3rS1mpS0n
well here's the deal. From the information that i have gathered, just about everyone is going to be gone. They are only keeping a "skeleton crew" here at HQ. That means sales, CS, TS, Biz sales etc. I have watched people leaving in droves all day. Alot have not come back from lunch too.
Basically they are telling us that we have until March 25th to stay in good standing in order to get severence. That Means that our last day is the 25th of march people.
My calls are now going something like this....."this is .........., how may i connect you to aol today?" |
|
 PhoenixDown-- Wants FIOSPremium
join:2003-06-08
Fresh Meadows, NY
kudos:1 | reply to h0m3rS1mpS0n
I live in NYC but I often travel to Harrisburg and consider that part of Pensylvania my home away from home. I am deeply saddened to hear that 1300 employee's are being let go and even more saddend by the fact that some of them might be people I've passed on the streets on my last visit. I hope they give you guys good severences and I hope you find work quickly.
--
There is no pain greater than love. |
|
| reply to ElnkSls
At least they:
A, Gave you until March 25th, that more than Ex-DirecTV DSL people can say, and B, get severance, which is rare for contracted employees (Not sure if you are, just speculating). |
|
 technickPremium
join:2000-12-16
Wheat Ridge, CO
kudos:1 | reply to ElnkSls
Grrr... this is fawked up.. I hope earthlink burnes to the ground for this... It's going to get awful hard to find jobs in Atlanta for awhile now.. grr..
--
AMD 2500, 1024 MEG PC 3200, 180 GIG HDD, MSI KT4 Ultra Board, MSI GEFORCE 4 TI 4600»www.streamfire.net/portfolio |
|
 N3OGHYo Soy Col. "Bat" GuanoPremium
join:2003-11-11
Philly burbs
kudos:1 | reply to h0m3rS1mpS0n
I make it a point to avoid companies that outsource support to foreign countries, and to India in particular. Not out of some nationalist agenda, but for the simple reason that in all my experiences as a customer, outsourced tech support SUCKS. I recently had to deal with AT&T's customer "service" and it was a horrible experience. After an hour on the phone making a complaint, I got tossed a sales pitch in half a**ed English.
I dropped AT&T and Verizon for VoIP, I will never EVER (ever ever ever) do business with AT&T again. This is the damage companies do to their reputation when they act penny wise and pound foolish.
Bill
PS never never never ever! |
|
Xsk8er
join:2001-01-02
Columbus, OH Reviews:
 ·Insight Communic..
 ·AT&T U-Verse
1 edit | reply to h0m3rS1mpS0n
These companies that are outsourcing dont realize that you dont always get execlent support from these other nations (I have nothing against India) but there are language barrier, and other various issues that creep up. I have had friends whom had to deal with Dell's support which is in India and found it very hard to get accurate service from them. Even though the reps where friendly and tired their hardest.
AOL/CompuServe is another outsourcer to India, and has been known to have issues with their support.
My wishes and prayers are with everyone affected at Earthlink, these corporate owners don't care about their employees, only the bottom line, their pocketbook.
Best wishes to all that are affected. I know ill never subscribe to Earthlink due to this, even if they are a few dollars cheaper. |
|
| reply to N3OGH
»/poll/vote?qid=outsource
don't forget to take this survey! |
|
| reply to h0m3rS1mpS0n
I work for ELNK in the Atlanta office it's horrible the way they gave our jobs to other countries when one one the main selling points of ELNK was being able to call in and speak to someone in America. They give us the boot and still expect us to work for them. We have to still sit here on the phone and take sales for them and perform up to par for fear of not getting the small severance package. They told us if for any reason we are fired before March 25th (which is our last day) We won't get a dime of our severence it's a mess. |
|
| reply to Xsk8er
Dell has moved there CS back to the US, there was an article about it a month or so ago. |
|
| reply to h0m3rS1mpS0n
I had the same thing happen to me 2 years ago when I worked for Sykes. Came into work one day and they had a big meeting and said Sucks to be us and we're closing the doors in 2 months and if you screw up in any manner IE: late back from a break by 10 seconds, below average monitor, or the account supervisor doesn't like you.. your fired and don't get nothing for severance
I feel for the ELNK people... Good Luck to you
--
Den
"Space...is big. Really big. You just won't believe how vastly hugely mindbogglingly big it is. I mean you may think it's a long way down the road to the chemist, but that's just peanuts to space."
Douglas Adams
|
|
