Why Is Verizon Laying Off Customer Service Employees?
Verizon has not announced the exact reason behind the upcoming layoffs, but that hasn’t stopped employees and outsiders alike from speculating about what logic is behind the decision.
For one, Verizon didn’t match Wall Street predictions for the first quarter of 2023, which is enough to launch any company into a frenzy of “restructuring.” The company lost more than 100,000 subscribers in that time, a hefty amount during a recession.
As a result, many believe that Verizon is likely ramping up its overseas customer service department, which will save them money on cheaper labor. Additionally, advancements in AI could be a driving force, many have speculated, as tools announced by Salesforce, Microsoft, and Google have demonstrated that technology is up to the ask of helping solve customer problems quickly and efficiently.