News : Cox Plans Layoffs, New Jobs at Chesapeake Center
May 9, 2014 -- Cox Communications will lay off 172 people at its Chesapeake call center but will add 247 other jobs at the center for a net gain of 75, a spokeswoman said Thursday.
The shift, spokeswoman Emma Inman said, is tied to the company’s consolidation of 14 call centers nationwide into seven larger centers.
"Rather than having all of these call centers across the country operating differently … this centralization is going to standardize all of that," she said. "It will also enable folks in call centers to have a deeper level of expertise to address customer needs."
Each of the centers will handle one issue, Inman said. The local center will focus on technical support, she said. That means that 172 positions in other areas at the center, such as collections and billing, will move to different locations. The local jobs will be eliminated in July and August, Inman said.
The Chesapeake center, however, will add 247 people to handle the increase in technical-support service, Inman said. Hiring has begun for those positions and will continue throughout the year, she said.
The 172 people who will be laid off will be eligible for $15,000 relocation packages to Cox offices outside the area, Inman said. Some also will receive offers to fill the new local jobs, she said.
Those who don’t stay with Cox will receive severance packages based on seniority, she said.
"This is an industrywide practice – consolidating these larger call centers to provide better customer call service," Inman said. "We’re doing that to remain competitive."
The shift means that some service calls from local customers will be taken by Cox representatives elsewhere.
Inman said the move was not financially motivated. "We are a strong and thriving company," she said.
Posted by Veronica Silva Cusi, news correspondent
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Cox Communications, also known as Cox Cable and formerly Cox Broadcasting Corporation is a privately owned subsidiary of Cox Enterprises providing digital cable television and telecommunications services in the United States.
Published: Monday, May 12, 2014