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News : Royal Caribbean to Outsource Springfield Call Center

#contactcenterworld, @royalcaribbean

Springfield, OR, USA, Sept, 2018 -- Royal Caribbean is reportedly outsourcing the majority of the employees in its call center in Springfield, Oregon (near Eugene) to Jamaica and Guatemala. Over 700 positions in the Springfield office will apparently be gone by the end of 2019. Employees say that they were forced to sign Non-Disclosure Agreements (NDA’s) prohibiting them from talking about the company’s decision. As one employee who wishes to remain anonymous recently told me, "it’s pretty sad there right now."

Royal Caribbean has operated a call center in the town of Springfield, Oregon since 2006 in a customized office which is designed to look like a cruise ship. As of 2014, Royal Caribbean employed over 700 people and had plans to hire over 200 others there.

Several current employees in Springfield contacted me to discuss the company’s plans. They state that Royal Caribbean plans to outsource 85-90% of its jobs in Springfield to Guatemala and Jamaica. This leaves around 700 U.S. employees without jobs, and the cruise line is not offering severance pay or assistance to most of the employees. All of the employees wish to remain anonymous out of fear that the company will retaliate against them.

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The only teams which, reportedly, are being offered to remain employed are "sales" and "outbound sales." However, long term sales agents are not being provided with leads anymore and the cruise line is already outsourcing calls to agents in Guatemala.

One employee told me that "when guests have an issue with their booking and want to speak with a supervisor (escalating to the resolutions department), they will now speak to someone overseas. It seems like for now Royal Caribbean wants their sales agents in the USA to hook the customer and introduce them to the product, but when they call back with an issue they will be routed overseas." She added "good luck getting a refund . . . "

Several years ago, Travel Weekly reported that Royal Caribbean’s UK and Ireland managing director reassured agents about the planned outsourcing of the cruise line’s UK call center to Guatemala. He told Travel Weekly at the time that Royal Caribbean was busy training the new Guatemalan call center staff and he would soon visit the Central American center.

Royal Caribbean is obviously not the first cruise line to outsource services from the U.S. Two year ago, Carnival eliminated 200 positions from its IT departments across its brands, including Carnival Cruise Lines, Holland America Lines and Princess Cruises. Carnival received wide spread criticism when it was revealed that Carnival employees were required to train the "foreign" replacements.

Over the years, there have been several incidents involving mass lay-offs from Royal Caribbean, dating back many years ago with 500 employees losing their jobs, with the last one in 2013 involving around 100 people let go.

As I mentioned before, this appears to be an inevitable part of the "globalization" of the cruise industry. Money saved by the cruise executives in Miami, yes, but at the expense of terminating loyal U.S employees. Not to mention running the risk of demoralizing the remaining staff while offering substandard services.

Update:

According to KVAL TV in Eugene, "some of the Springfield employees were used to train workers in Jamaica in April ‘only to realize now that they trained their own replacements.’ The sources have asked not to be identified for fear of repercussions at work."

Royal Caribbean responds by saying that there are allegedly no layoffs currently planned but plans to "reassign some of the jobs to other areas." The employees in Springfield will be "reduced through attrition." A KVAL reporter reported that the cruise line would not provide a time table for the changes and "declined to say where those jobs would be located, and said officials have not decided how many jobs would be moved."

#contactcenterworld, @royalcaribbean

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.cruiselawnews.com


About Royal Caribbean International:
Company LogoRoyal Caribbean International is a Norwegian and American cruise line brand based in Miami, Florida and owned by Royal Caribbean Cruises Ltd. As of May 2012, with 21 ships in service, it controls a 17 percent share of the world cruise market.
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Today's Tip of the Day - Pound-Hash-Number!

Read today's tip or listen to it on podcast.

Published: Tuesday, September 4, 2018

Printer Friendly Version Printer friendly version

2020 Buyers Guide Headsets

 
1.) 
Premium Listing
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656


2.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

3.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224

4.) 
CTCOMM

Plantronics
Jabra
Sennheiser

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 

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