SHELTON, Conn. (WTNH)– Six hundred people will be laid off from Altice USA‘s Connecticut call centers, with the jobs being moved to call centers in other locations.
We spoke with workers who wanted to hide their identity they told us, “People have kids and everything like that to take care of at home. So, I’m sure it was sudden for a lot of them to hear this news.”
Employees said about 50 to 100 workers had been there over 15 years. Some were close to retiring.
“Some people are upset for sure.”
Altice announced Tuesday that the Shelton call center on Research Parkway and their Stratford office will be closed, with the positions being shifted to call centers in New Jersey and Long Island, New York.
Lisa Anselmo, the SVP of Communications in Long Island, tells News 8 that the employees will be offered severance packages and can apply to some of their open positions in and out of the state. She says because of advances in technology like their support app, their call volume has been down over the past five years.
An employee told us calls have slowed down, but they’re also started to hire folks who work from home.
“I guess you could understand in their perspective they could save money by closing down. I don’t think it’s because of calls to be honest. They’re hiring a lot of people to work from home too,” the employee said.
After evaluating call patterns, Altice USA said it was best to close the call center. Connecticut’s customers won’t see a change in service but their calls will now be directed to centers in New York and New Jersey.
Many of their employees have been working at Optimum for years before Altice acquired the company. The changes will occur between now and the end of the year.
Below is a statement from Altice USA:
“Altice USA is committed to Connecticut and to serving the local communities with best-in-class products and service. As a company driven by technology, investment and innovation, we are introducing some exciting changes to our offerings, including speed increases and new products, which are focused on delivering a superior experience to all of our customers.
Over the last few years, there have been investments and enhancements to our Optimum products and services, making them more reliable and providing more customer service touch points than ever before. As a result, we have seen a significant improvement in customer call volume and patterns. As we look to strengthen our operations in the nation’s most competitive market, we are aligning our contact center organization to meet the current needs of our customers.”