JOIN US AND HEAR BEST PRACTICES
At the 2019 NEXT GENERATION Contact Center & Customer Engagement events - Click here to book now
News : PNC Closing Ohio Call Center and Sending Employees Home — to Work
Columbus, OH, USA, July 6, 2018 -- Approximately 350 employees of a PNC Bank customer service call center near Columbus, Ohio, will be impacted when the center is closed later this year.
Most of the workers will continue to work from home, wrote Brian Ferguson, senior employment council at Pittsburgh-based PNC, in a letter to the Ohio Office of Workforce Development. The majority of the employees are customer service representatives, but some are in administrative positions.
All 350 "were offered the opportunity to work from their home location," wrote Mr. Ferguson, and all but 96 agreed to do so.
PNC has characterized the move from a brick-and-mortar call center as a win for employees and the company. Amy Vargo, vice president of Media at PNC, said employees would benefit from avoiding a commute and having greater control over their lifestyles.
"Someone working in a brick-and-mortar call center is doing the same job as someone working from home," she said.
Employees who chose to work from home will see no changes to their paychecks or status, Ms. Vargo said.
This is not the first time that PNC customer service will be handled by employees working from home; some have already been doing this for about eight years, said Ms. Vargo. The company also operates two other physical call centers, one in Kalamazoo, Mich., and one in Downtown Pittsburgh.
The future for those locations is unclear, according to Ms. Vargo. "We’ve learned that [working from home] is successful," she said, adding that the company will continue to evaluate its options regarding the two remaining centers.
The transition in Columbus will take place between September and November, Ms. Vargo said. For those workers who chose not to transition to working from home, the company’s letter to Ohio regulators lists job-ending dates ranging from Sept. 14 to Nov. 30.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Easy Channel Access
More Editorial From PNC Bank
About PNC Bank:
PNC Financial Services Group, Inc. is an American financial services corporation, with assets of approximately $271.2 billion.
Published: Monday, July 9, 2018
|EkoCCS Contact Center Services|
Founded in 2010, Eko Contact Center aims to be a fresh, dynamic and accurate business partner for its customers thanks to its contemporary operation, technical infrastructure, sector-specific software...
|Horizon Contact Centers|
Horizon is an on demand international Contact Center and (BPO) Company.