Amazon pushes remote working once again as call centers look set to close
>
Amazon is reportedly encouraging some of its call center employees to work from home as rumors of potential shutdowns circulate.
According to sources speaking to Bloomberg (opens in new tab)the move signals a shifting preference by the tech giant for remote work in cases where it can save on physical real estate.
The unnamed source said the shift is part of Amazon’s broader plan to shut down multiple contact centers across the country, including one in Kennewick, Washington.
Why the move?
The call center industry has historically been plagued by high staff turnover, which could potentially be one of the reasons for the move.
In the UK, for example, call centers experience about 26% employee turnover per year according to CIPD figures, compared to an average rate of 15% for the UK as a whole.
In addition, the average turnover rate for this call center is estimated at a minimum of £6,000 per employee.
“We are offering additional members of our customer service team the greater flexibility that comes with working virtually,” Amazon spokesperson Brad Glasser said in an email statement. Bloomberg. “We’re working with associates to ensure their transition is seamless, while continuing to prioritize the best support for customers.”
Contact center agents represent a relatively small percentage of Amazon’s global workforce of 1.5 million.
However, Amazon has US call centers in locations such as Grand Forks, North Dakota; Huntington, West Virginia; Kennewick, Washington; and Winchester, Kentucky, all of which employ thousands of employees.
Amazon already offers solutions that enable remote working in the contact center space, which are available for use by third parties.
Amazon Connect is an omnichannel cloud contact center used as an as-a-service model, allowing users to set up their own contact center, add agents from around the world, and interact with customers.
- Interested in shifting your workforce to remote working? Check out our guide to the best remote working tools