1 Message
How to reach customer retention that is US-based?
The past two times when I call ATT and say 'cancel', I was directed to what they call the 'customer loyalty' department.
However, this has been a completely different experience from prior experiences in calling customer loyalty.
Sorry to say, but most of the time I am unable to understand their English. They repeat things from a script and you can hear the crowd of other reps in the background, talking. It was so loud. They do not understand what I'm trying to say and I have to describe my situation multiple times. It's an extremely frustrating experience.
Before, I would be able to reach someone who would share their name and their location in the US, and they were very helpful in addressing my concern.
Has ATT gotten rid of their US-based customer retention reps, or is there a way/number you can still reach them?
my thoughts
Former Employee
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22.5K Messages
2 months ago
No, US call canters still exist, staffing and designations of centers might have changed as ATT pursue AI technology to reduce expenses. About a decade ago ATT had over 268,000 employees in 2018 but with selling off DirecTv, Stream and Uverse along with their media purchase of Time Warner / HBO their employee numbers are now about 150,000 in 2024.
listing of current call center positions
https://www.att.jobs/category/call-center-jobs/117/29176/1
includes…., ( ) is number of cities in each state not total number of positions.
Most are SALES / Support
E D I T
there are positions outside the US including Canada across the river from Detroit, India, Malaysia, Mexico
(edited)
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Juniper
ACE - Expert
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32.5K Messages
2 months ago
When you call you get the next available agent. To avoid discrimination as well as to get use out of the outsourced call centers they pay for, you cannot request your call be routed to a specific location or 'classification' of agent. You just request the right department, that's as far as it goes.
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JefferMC
ACE - Expert
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36K Messages
2 months ago
If you call outside of normal US hours, you are much more likely to not get a US call center.
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