where are bank of america call centers located

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Top 10 Banks Customer Service Hold Times Compared

When you've got a problem with an existing bank account or a question about opening a new one, calling customer service is often more convenient than visiting a branch. However, with more banks converting to automated systems, getting an actual person on the line may mean waiting a little longer than you'd like. I put customer service hold times to the test at the top 10 big banks to see which ones have the shortest and longest waits.

Image via FlickrFlickr

The setup

To get a feel for how each bank's telephone customer service works, I spent some time calling them up and asking a few questions. I used the customer service number listed on each bank's website for new accounts, and for the sake of not hanging up after the representative answered, I asked about second chance checking accounts. These are accounts that are designed for people who've been denied a regular account because they have negative information on ChexSystems.

I also asked if there was another phone number I could call that would be more direct and whether their call center was located in the U.S. None of the banks were able to offer an alternate number, although a few of the representatives I spoke to suggested calling the branch directly instead. The majority of people I spoke with worked at call centers in the U.S., although Chase, Citibank and Wells Fargo connected me with reps overseas.

I also made a point of asking each representative when live phone service was available. Half the banks have representatives on hand 24/7, while the other half operate on limited hours each day. All of them allow you to use automated support to check your balance or make transfers any time day or night, seven days a week.

Navigating the customer service options

Image via FlickrFlickr

When calling each bank, I made note of how their customer service phone system was set up. Specifically, I paid attention to whether the system was entirely voice-activated or required me to use my phone's keypad. With the exception of BB&T, TD Bank and Capital One 360, all the big banks I called featured a menu that used voice commands.

I also wanted to see if pressing "0" would cut down on the wait and get in touch with a live person faster. Pressing "0" let me bypass the menu with half the banks I called but for the most part, it didn't shave any time off how long I had to wait for a representative.

How the hold times compared

The actual wait times varied pretty widely, ranging from just 41 seconds at Capital One to nearly 9 minutes at TD Bank. I waited a combined 8 minutes when calling Bank of America because after sitting on hold for 6 minutes, I was disconnected and had to call back.

When I averaged them all together, the typical wait time came in at about 3 minutes and 45 seconds. If you've got accounts at a big bank, take a look at the table below to see how the wait time stacks up to the competition.

Bank Customer Service Hold Times

Bank NameHold Time# of Buttons Pushed to Reach a PersonPress "0" to Reach a RepresentativeVoice Activated CommandsLocated in the U.S.Availability
Bank of America8 minutes2NoYesYesMon.-Fri. 7 a.m.-10 p.m. local time Sat.-Sun. 8 a.m.-5 p.m. local time Automated support: 24/7
BB&T6 minutes3NoNoYesMon.-Sun. 6 a.m.-Midnight ET Automated support: 24/7
Capital One 36041 seconds 0, directed straight to a representativeNoNoYesMon.-Sun. 8 a.m.-8 p.m. Automated support: 24/7
Chase2 minutes1YesYesNoMon.-Sun. 24 hours a day
Citibank50 seconds1YesYesNoMon.-Sun. 24 hours a day
PNC Bank2 minutes0, all voice-activatedNoYesYesMon.-Fri. 7a.m.-10:00 p.m. ET, Sat.-Sun. 8 a.m. to 5 p.m. ET
SunTrust7 minutes2YesYesYesMon.-Sun 6 a.m.-Midnight ET
TD Bank9 minutes1YesNoYesMon.-Sun. 24 hours a day
US Bank2 minutes3NoYesYesMon.-Sun. 24 hours a day
Wells Fargo4 minutes1YesYesNoMon.-Sun. 24 hours a day

Which bank offered the best customer service?

capone

Overall, my vote for the best service goes to Capital One 360. It took less than a minute to get through and I didn't have to press a button or fumble my way through a voice-activated system that kept asking me to repeat myself. The rep I spoke to was friendly and answered all of my questions completely without trying to sell me anything.

The only negative was that live help isn't available 24/7 over the phone. The service hours are pretty reasonable so unless you've got a problem or question that needs to be addressed in the dead of night, you shouldn't have trouble getting someone on the line when you need to.

How to get best customer service from your bank

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If you've been frustrated by long wait times in the past or you've had a bad customer service experience there are a few things you can do to make your next call a little smoother. One option is to get someone to hold your place in line for you so you're not glued to your phone all day.

Lucyphone is a virtual call-back system that's free to use. You type in your bank's name or customer service number and your phone number and the site connects you automatically. If you get roadblocked by the automated system, Lucyphone waits on hold for you and you'll get a return call when the representative comes on the line.

If you're calling a bank that doesn't direct you to a voice-activated menu, you can still try saying what you need instead of wasting time punching buttons. At BB&T and TD Bank, I was able to get in touch with someone by saying the word "representative" when the system asked me to enter my account number.

Asking for the rep's name and ID number is also a smart move if you've got a complicated issue and you're worried about getting disconnected. If they've got an extension or a direct number where they can be reached, that's even better. You should also check to see if there's a ticket number assigned to your call in case you have to call back and speak to someone else.

If all else fails, ask for a supervisor

There are some questions that customer service representatives may not know the best answer to and if you're stuck talking to someone who obviously can't help you, it's okay to ask to speak to a supervisor who can. The same goes if you feel the rep you're speaking with is being rude or going out of their way to not provide the best service. Just make sure you keep your cool so and be clear about the problem so you can get it resolved as quickly as possible.

Have you had a nightmarish customer service experience when calling your bank? Tell us about it in the comments.

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Источник: https://www.mybanktracker.com

Get a live person on the phone

In order to speak to a live person in Bank of America customer service you need to dial 1-800-432-1000 (if you’re calling international dial +1-315-724-4022). If you’re calling about credit card problems you need to dial 1-757-677-4701 to speak to a live operator right away. For debit card issues dial +1-315-724-4022 which connects you to the same automated system as 1-800-432-1000. Please not that live support is available Monday-Friday from 8am to 11pm EST and Saturday-Sunday from 8am to 8pm EST. Automated customer support system is available 24/7.

When you dial 1-800-432-1000 you will be asked to enter your telephone access ID, card or account number. You can proceed by entering it and then saying a service you require. Bank of America uses voice recognition system for their automated support system. Alternatively, if you have problems with automated voice recognition system or want to quickly get to a customer support just press # when systems ask for your account number. You need to press # four times and you will get to the menu with following options.

  • Lost or stolen press 9
  • Checking or savings press 1
  • Business press 2
  • Credit card press 3
  • Online banking press 4
  • Mortgage press 5
  • For more options press 6

You can choose your preferred option from this menu. After that, you may be asked to enter information like your account number or card number. Once you enter it you will be connected to Bank of America live person customer service.

If you don’t hear an option that you need in this menu press 6 to hear options from the following menu:

  • Loan or home equity press 1
  • CD press 2
  • IRA press 3
  • Brokerage press 4
  • Dispute a transaction press 5
  • Something else press 6

Bank Of America Customer Service Options

Bank of America Mailing Address

Bank of America
PO Box 25118
Tampa, FL 33622-5118

Bank of America Live Chat

In order to start live chat session with Bank of America live representative you need to sign in to online banking and select chat option.

Bank of America Customer Service FAQ

Contact Bank of America customer Service and browse FAQ via Bank of America contact and FAQ page

Bank of America Customer Service Phone Numbers

  • Customer service 1-800-432-1000
  • International customer service +1-315-724-4022

Live support hours: Monday-Friday from 8am to 11pm EST and Saturday-Sunday from 8am to 8pm EST

  • Credit card issues 1-757-677-4701
  • Debit card issues 1-315-724-4022

Reach Real Person in Bank Of America by Phone, Live Chat, Social Network

Make sure that you tried multiple options when reaching customer service. If live customer service agent is not available by phone, try live chat. Frequently direct message via Bank Of America Facebook account or Bank Of America Twitter account may get you a customer representative quickly, so try it too. If you want to file a complaint or submit a positive feedback you may leave your comment or complaint under Instagram or Youtube post and in many cases the business will respond to it. For your convenience all of these customer service contact options for Bank Of America are provided above.

What to do if Bank Of America Live Person Contact Information Is Not Working?

It is typical that customer service menu options change with time. Customer support options and even contact phone numbers might be removed and added. If you have problems with getting a real person in Bank Of America customer service with instructions above please leave the comment in the comments section below and we will improve this guide. We are constantly monitoring the customer service contact numbers, e-mail and chats to make sure the instructions on How to Talk to a Live Person in Bank of America Customer Service are the most accurate.

If you successfully reached a live customer service agent in Bank Of America please leave your instructions in the comments section below so everyone can use it.

Updated on in Banks

Источник: https://numberforliveperson.com/bank-of-america/

Spring into mortgage savings with low rates.

Deposit products are offered in the U.S. by HSBC Bank USA, N.A. Member FDIC.

Mortgage and home equity products are offered in the U.S. by HSBC Bank USA, N.A. and are only available for property located in the U.S. Subject to credit approval. Borrowers must meet program qualifications. Programs are subject to change. Geographic and other restrictions may apply. Discounts can be cancelled or are subject to change at any time and cannot be combined with any other offer or discount.

HSBC Global Money Account is a prepaid, multi-currency account available on our the HSBC Mobile Banking App for customers who maintain an HSBC consumer deposit account.

Data rate charges from your service provider may apply.  HSBC Bank USA, N.A. is not responsible for these charges.  Camera-in device required to be able to utilize HSBC Mobile Check Deposit. Deposit amount limits may apply.  HSBC Mobile Banking App is available for iPhone®, iPad®, AndroidTM devices and must be downloaded from the App StoreSM or Google PlayTM.

iPhone and iPad are trademarks of Apple Inc., registered in the U.S. and other countries.

Android and Google Play are trademarks of Google LLC.

App Store is a service mark of Apple Inc.

United States persons are subject to U.S. taxation on their worldwide income and may be subject to tax and other filing obligations with respect to their U.S. and non-U.S. accounts. U.S. persons should consult a tax adviser for more information.

HSBC commissioned this article as part of our Beyond Banking initiative.  While HSBC is pleased to offer this Beyond Banking article as an educational service to our customers, HSBC does not guarantee, warrant or recommend the opinion or advice or the product and/or services offered or mentioned in this article.  Any opinions, judgments, advice, statements, services, offers or other information presented within a Beyond Banking article are those of a third party and not HSBC.

For clients located outside of the U.S. - Our products and services are not specifically directed at individuals located in the European Union. Our U.S. representatives, as well as our public website, us.hsbc.com, provide products and services governed by U.S. laws and regulations. Our products and services, as well as their specific terms and conditions, are subject to change and may not be available in all territories or to all customers. If you are not located in the U.S., the laws and regulations of your country of residence could affect the offering, negotiation, discussion, provision, and/or use of HSBC U.S. products and services. If you are not a U.S. resident, please read the specific cross-border product and service disclaimers, which are available on the Cross Border Disclosure page of our public website at www.us.hsbc.com/crossborder.

Источник: https://www.us.hsbc.com/

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TMCnews Featured Article

According to an article in the Bangor Daily News, Bank of America has informed roughly 200 employees at its Orono, Maine call center that the facility will close at the end of October.

“It goes without saying that we will do everything we can to support our employees,” Bank of America spokesman T.J. Crawford told the Bangor Daily News. Bank of America will attempt to find other company positions for some employees, the article said, while others will receive severance packages.

The article indicated that the Orono call center focused on communicating with bank customers who have fallen behind on their mortgage payments. Two other Maine-based Bank of America call centers, located in Belfast and Brunswick, were not affected.

Of the 200 call center employees at Orono, roughly three-quarters were employed full time, the article said. The Orono call center closing comes less than months after Bank of America announced the closure of bank branches in Orono and Sanford. Employees at the branch locations have been transferred to other local branches.

U.S. Rep. Mike Michaud told the Bangor Daily News that he was “extremely disappointed” about Bank of America’s plan to close the Orono call center.

“Our call center employees in Maine are second to none and Bank of America’s Orono facility is no exception,” the 2nd District Democrat said in a statement late Monday afternoon. “While I strongly disagree with the bank’s decision, I stand ready to help impacted employees with whatever assistance they need.”

The article noted that Representative Michaud had written to Bank of America CEO Brian Moynihan last October urging him to reconsider the bank’s announced plan to lay off 30,000 workers in the next two or three years.

“As our fragile economy continues to recover, Bank of America should work to ensure that these actions have the minimal effect possible on our economy and do not fall entirely on one region or a handful of communities,” Michaud wrote in the letter, noting that the company employs hundreds of Maine residents at its three call centers and more than 30 banking centers across the state.

“Mainers, as well as the economic health of their communities, depend on these jobs,” he said. “While I understand that you need to take steps to maintain the financial health of the bank, it is equally important to recognize that you received substantial assistance from American taxpayers to get through the financial crisis.




Edited by Rich Steeves
Источник: http://technews.tmcnet.com/channels/call-center/articles/271144-bank-america-terminates-maine-call-center.htm

Summit bank hours

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What Bank of America’s new $25 minimum wage means for everyone else

From McDonald’s to Chipotle, numerous companies in the US have been raising wages for workers at the bottom of the pay scale amid a labor squeeze facing the US services industry.

But now the competitive pressure to raise wages may be hitting higher-wage jobs.

Bank of America announced this week that it plans to raise the wages of its lowest-paid employees to $25 an hour by 2025, putting it on track to surpass its big-bank peers in minimum wage standard.

The bank, which has 174,666 employees in the US, said the raises are expected to impact 50,000 employees who work in jobs such as those in consumer bank, technology, operations, and staff support functions as well as other areas. The bank also said it is requiring all its US vendors to pay their 43,000 employees “dedicated to the bank” at least $15 an hour, according to the press release.

For context, Bureau of Labor Statistics data show that the national median pay for tellers is a little over $15 an hour, and customer representatives make a little over $17 per hour.

Last March, Bank of America raised its minimum hourly wage to $20, a year ahead of plan and more than double the US federal minimum wage. In 2010, the bank’s minimum wage was $11.30 per hour.

“A core tenet of responsible growth is our commitment to being a great place to work which means investing in the people who serve our clients,” said Sheri Bronstein, chief human resources officer at Bank of America, in a statement. “That includes providing strong pay and competitive benefits to help them and their families, so that we continue to attract and retain the best talent.”

Other banks have been raising their minimum wages as well. In 2018, JPMorgan announced it would increase pay from $15 to $18 per hour for 22,000 employees, including tellers and customer service representatives. A year later, Citigroup raised its minimum wage to $15 an hour. Last March, Wells Fargo announced it will raise wages between $15 to $20 an hour by the end of the year, depending on location.

Are wage gains in the US moving up the ladder?

Research shows that pay increases for lower-wage roles can cause a trickle-up effect. Employers paying just above minimum wage may feel pressure to increase wages to distance themselves from the competition and attract needed talent, says Daniel Zhao, a senior economist at Glassdoor. “This is about labor market fundamentals—if employers can’t find workers, they need to increase compensation to stay competitive,” he says.

That said, it’s difficult to say whether boosting pay for higher-income roles will be more widespread just yet. Many higher-wage industries avoided the severe layoffs of lower-wage sectors, and there’s been less recovery in demand for these workers, says Zhao. Finance and information are two industries with fewer job openings last March than before the Covid-19 crisis began. Bank of America may be feeling pressure to raise wages for its lowest paid workers, but there’s little evidence that it’s widespread throughout banking and related fields.

But, every time an employer raises pay, it helps pull up the wages for everyone else. In the long quest by labor advocates to raise the minimum wages of American workers, efforts have so far failed in Congress. But in narrower cases, whether that’s through local minimum wages or via big businesses, they’re seeing more success.

Источник: https://qz.com/2010729/what-bank-of-americas-25-minimum-wage-means-for-everyone-else/

What Bank of America’s new $25 minimum wage means for everyone else

From McDonald’s to Chipotle, numerous companies in the US have been raising wages for workers at the bottom of the pay scale amid a labor squeeze facing the US services industry.

But now the competitive pressure to raise wages may be hitting higher-wage jobs.

Bank of America announced this week that it plans to raise the wages of its lowest-paid employees to $25 an hour by 2025, putting it on track to surpass its big-bank peers in minimum wage standard.

The bank, which has 174,666 employees in the US, said the raises are expected to impact 50,000 employees who work in jobs such as those in consumer bank, technology, operations, and staff support functions as well as other areas. The bank also said it is requiring all its US vendors to pay their 43,000 employees “dedicated where are bank of america call centers located the bank” at least $15 an hour, according to the press release.

For context, Bureau of Labor Statistics data show that the national median pay for tellers is a little over $15 an hour, and customer representatives make a little over $17 per hour.

Last March, Bank of America raised its minimum hourly wage to $20, a year ahead of plan and more than double the US federal minimum wage. In 2010, the bank’s minimum wage was $11.30 per hour.

“A core tenet of responsible growth is our commitment to being a great place to work which means investing in the people who serve our clients,” said Sheri Bronstein, chief human resources officer at Bank of America, in a statement. “That includes providing strong pay and competitive benefits to help them and their families, so that we continue to attract and retain the best talent.”

Other banks have been raising their minimum wages as well. In 2018, JPMorgan announced it would increase pay from $15 to $18 per hour for 22,000 employees, including tellers and customer service representatives. A year later, Citigroup raised its minimum wage to $15 an hour. Last March, Wells Fargo announced it will raise wages between $15 to $20 an hour by the end of the apply for ein number irs, depending on location.

Are wage gains in the US moving up the ladder?

Research shows that pay increases for lower-wage roles can cause a trickle-up effect. Employers paying just above minimum wage may feel pressure to increase wages to distance themselves from the competition and attract needed talent, says Daniel Zhao, a senior economist at Glassdoor. “This is about labor market fundamentals—if employers can’t find workers, they need to increase compensation to stay competitive,” he says.

That said, it’s difficult to say whether boosting pay for higher-income roles will be more widespread just yet. Many higher-wage industries avoided the severe layoffs of lower-wage sectors, and there’s been less recovery in demand for these workers, says Zhao. Finance and information are two industries with fewer job openings last March than before the Covid-19 crisis began. Bank of America may be feeling pressure to raise wages for its lowest paid workers, but there’s little evidence that it’s widespread throughout banking and related fields.

But, every time an employer raises pay, it helps pull up the wages for everyone else. In the long quest by labor advocates to raise the minimum wages of American workers, efforts have so far failed in Congress. But in narrower cases, whether that’s through local minimum wages or via big businesses, they’re seeing more success.

Источник: https://qz.com/2010729/what-bank-of-americas-25-minimum-wage-means-for-everyone-else/

Top 10 Banks Customer Service Hold Times Compared

When you've got a problem with an existing bank account or a question about opening a new one, calling customer service is often more convenient than visiting a branch. However, with more banks converting to automated systems, getting an actual person on the line may mean waiting a little longer than you'd like. I put customer service hold times to the test at the top 10 big banks to see which ones have the shortest and longest waits.

Image via FlickrFlickr

The setup

To get a feel for how each bank's telephone customer service works, I spent some time calling them up and asking a few questions. I used the customer service number listed on each bank's website for new accounts, and for the sake of not hanging up after the representative answered, I asked about second chance checking accounts. These are accounts that are designed for people who've been denied a regular account because they have negative information on ChexSystems.

I also asked if there was another phone number I could call that would be more direct and whether their call center was located in the U.S. None of the banks were able to offer an alternate number, although a few of the representatives I spoke to suggested calling the branch directly instead. The majority of people I spoke with worked at call centers in the U.S., although Chase, Citibank and Wells Fargo connected me with reps overseas.

I also made a point of asking each representative when live phone service was available. Half the banks have representatives on hand 24/7, while the other half operate on limited hours each day. All of them allow you to use automated support to check your balance or make transfers any time day or night, seven days a week.

Navigating the customer service options

Image via FlickrFlickr

When calling each bank, I made note of how their customer service phone system was set up. Specifically, I paid attention to whether the system was entirely voice-activated or required me to use my phone's keypad. With the exception of BB&T, TD Bank and Capital One 360, all the big banks I called featured a menu that used voice commands.

I also wanted to see if pressing "0" would cut down on the wait and get in touch with a live person faster. Pressing "0" let me bypass the menu with half the banks I called but for the most part, it didn't shave any time off how long I had to wait for a representative.

How the hold times compared

The actual wait times varied pretty widely, ranging from just 41 seconds at Capital One to nearly 9 minutes at TD Bank. I waited a combined 8 minutes when calling Bank of America because after sitting on hold for 6 minutes, I was disconnected and had to call back.

When I averaged them all together, the typical wait time came in at about 3 minutes and 45 seconds. If you've got accounts at a big bank, where are bank of america call centers located a look at the table below to see how the wait time stacks up to the competition.

Bank Customer Service Hold Times

Bank NameHold Time# of Buttons Pushed to Reach a PersonPress "0" to Reach a RepresentativeVoice Activated CommandsLocated in the U.S.Availability
Bank of America8 minutes2NoYesYesMon.-Fri. 7 a.m.-10 p.m. local time Sat.-Sun. 8 a.m.-5 p.m. local time Automated support: 24/7
BB&T6 minutes3NoNoYesMon.-Sun. 6 a.m.-Midnight ET Automated support: 24/7
Capital One 36041 seconds 0, directed straight to a representativeNoNoYesMon.-Sun. 8 a.m.-8 p.m. Automated support: 24/7
Chase2 minutes1YesYesNoMon.-Sun. 24 hours a day
Citibank50 seconds1YesYesNoMon.-Sun. 24 hours a day
PNC Bank2 minutes0, all voice-activatedNoYesYesMon.-Fri. 7a.m.-10:00 p.m. ET, Sat.-Sun. 8 a.m. to 5 p.m. ET
SunTrust7 minutes2YesYesYesMon.-Sun 6 a.m.-Midnight ET
TD Bank9 minutes1YesNoYesMon.-Sun. 24 hours a day
US Bank2 minutes3NoYesYesMon.-Sun. 24 hours a day
Wells Fargo4 minutes1YesYesNoMon.-Sun. 24 hours a day

Which bank offered the best customer service?

capone

Overall, my vote for the best service goes to Capital One 360. It took less than a minute to get through and I didn't have to press where are bank of america call centers located button or fumble my way through a voice-activated system that kept asking me to repeat myself. The rep I spoke to was friendly and where are bank of america call centers located all of my questions completely without trying to sell me anything.

The only negative was that live help isn't available 24/7 over the phone. The service hours are pretty reasonable so unless you've got a problem or question that needs to be addressed in the dead of night, you shouldn't have trouble getting someone on the line when you need to.

How to get best customer service from your bank

Image via Flickr

If you've been frustrated by long wait times in the past or you've had a bad customer service experience there are a few things you can do to make your next call a little smoother. One option is to get someone to hold your place in line for you so you're not glued to your phone all day.

Lucyphone is a virtual call-back system that's free to use. You type in your bank's name or customer service number and your phone number and the site connects you automatically. If you get roadblocked by the automated system, Lucyphone waits on hold for you and you'll get a return call when the representative comes on the line.

If you're calling a bank that doesn't direct you to a voice-activated menu, you can still try saying what you need instead of wasting time punching buttons. At BB&T and TD Bank, I was able to get in touch with someone by saying the word "representative" when the system asked me to enter my account number.

Asking for the rep's name and ID number is also a smart move if you've got a complicated issue and you're worried about getting disconnected. If they've got an extension or a direct number where they can be reached, that's even better. You should also check to see if there's a ticket number assigned to your call in case you have to call back and speak to someone else.

If all else fails, ask for a supervisor

There are some questions that customer service representatives may not know the best answer to and if you're stuck talking to someone who obviously can't help you, it's okay to ask to speak to a supervisor who can. The same goes if you feel the rep you're speaking with is being rude or going out of their way to not provide the best service. Just make sure you keep your cool so and be clear about the problem so you can get it resolved as quickly as possible.

Have you had a nightmarish customer service experience when calling your bank? Tell us about it in the comments.

Continue Reading

Источник: https://www.mybanktracker.com

Big Banks Blame Automation as They Offshore American Jobs

When Capital One announced in August that they were laying off 400 call-center workers from a Rolling Meadows, Illinois, location, the company officials claimed that they were moving toward automation. “Call volumes continue to decrease as customers increasingly self-service through a mix of our digital tools and contact center calls,” Sie Soheili, a Capital One spokesperson, told the Chicago Tribune. The Rolling Meadows layoffs follow the loss of 1,500 Capital One call-center jobs in Oregon and South Dakota in 2015. Yet last year, Capital One opened a new customer-service and technical-support office in the Philippines, creating 2,000 call-center jobs. Today, Capital One employs 4,800 call-center workers in a country that had no call centers at all just four years ago.

With 2.5 million people employed at call centers in the United States, employees in the sector face an existential crisis as companies close down one center after the other. While the corporate officials may say they are bowing to pressures from consumers, many of these companies decide to lay off American workers and hire less-expensive foreign workers in countries like the Philippines.

Wells Fargo, who earlier this week laid off hundreds of employees at a call center in Allentown, Pennsylvania, also has shifted jobs to the Philippines. The company has laid off hundreds of American call-center employees over the last decade, even as the company expands their call-center hiring in the Philippines (which assists U.S. customers).

Tim Sloan, the CEO of Wells Fargo, effectively admitted to offshoring jobs during a Senate Banking Committee hearing in early October. Senator Joe Donnelly, an Indiana Democrat, asked Sloan whether Wells Fargo “let people go in the states and then added people in the Philippines?” Sloan responded, “Senator, we did,” before attempting to brush off the offshoring issue by claiming the call centers in the Philippines allowed Wells Fargo to provide 24/7 customer service. A smirking Donnelly replied that he knew many Americans who would be willing to work night shifts.

Call centers are at the front of a company, providing general customer service or technical support. They also serve as telemarketing hubs. Most sectors with large numbers of customers who require those services, from telecommunications and media to banking and financial services, use call centers. But the nature of the work means that it can where are bank of america call centers located done from anywhere in the world, and companies pay Filipino and Indian employees much less than comparable American workers.

Offshoring call centers isn't just a threat to workers. This trend also presents a problem for American consumers. Poorly paid center employees in where are bank of america call centers located Philippines and India have few opportunities for advancement. In that climate, it is easy to see why cybersecurity analysts say there is a risk of call-center workers committing identity theft. Despite this, almost all of the major banks in the United States, from Bank of America and Chase, to Capital One and Wells Fargo, operate call centers overseas.

Organized labor has been fighting corporate offshoring of call-center jobs for years. But with labor unions' power waning and corporations eager to reduce labor costs any way possible, that skirmish proved to be a tough one. Even so, the Communications Workers of America, which represents most unionized call-center workers, has had some success. In 2016, striking Verizon workers represented by the CWA stayed on the picket line until Verizon made wage concessions and promised that 1,300 new call-center jobs would be created in the United States. Shane Larson, a CWA spokesman, described the Verizon strike as a “huge win.”

“We kept good jobs in the U.S. and brought back previously offshored jobs,” he said. US Airways, also under pressure from CWA, closed the last of their Filipino call centers in 2011, a process that began in 2004 after a labor dispute.

Prodded by union activism, seven Senate Democrats, led by Senators Sherrod Brown of Ohio and Robert Casey of Pennsylvania, introduced the U.S. Call Center Worker and Consumer Protection Act earlier this year, which would require overseas call-center employees to inform American callers and give those callers an option to speak with a U.S. call center if they’d prefer. It would make corporations that offshore call-center jobs ineligible for some federal grants and loans. Representatives Gene Greene, a Democrat from Texas, and David McKinley, a Republican from West Virginia, introduced a similar bill in the House. He said in a press release, “our number one priority in Congress is protecting and creating American jobs. Plain and simple, we should not be rewarding companies for moving jobs offshore.”

Similar bills have been introduced in eight state legislatures, including Georgia and Alabama, where Republicans introduced the bills that echo President Trump’s “America First” message: In the Peach State, the bill is called “The Georgia Jobs First Act of 2017.”

Offshoring call centers is an easy way for corporations to cut labor costs. But with wage stagnation and growing income inequality, state and federal lawmakers need to decide whether corporations should be allowed to lay off American employees and then hire workers abroad for less money while enjoying lucrative government contracts and tax subsidies.

Источник: https://prospect.org/labor/big-banks-blame-automation-offshore-american-jobs/

You’ve got a problem with a bill, a reservation, a defective product. The company’s website doesn’t help, so you call the toll-free number to try to sort it out. After the usual “Please listen carefully because our menu has changed,” and the “press 1,2,3,4,5…” dance, you finally get someone and immediately realize that the person you’re speaking to is in the Philippines or India. Your heart sinks, along with your hope that you can city of edmond landfill your issue. No matter how well the customer service agent speaks English, there is the fear that you’re going to deal with someone who you don’t fully understand and who may not understand you.

This kind of reaction is not about nativism or America first, it is about distance, real and psychological. In the days of the local store, storekeepers and their customers knew each other. As commerce and modern transport evolved, customers got used to dealing with chain stores and large companies with thousands of employees. But even so, before the advent of off shore call centers (aka contact centers) in the 1990s, if you called Verizon or AT&T or an airline, you reached someone who was close to home or at least sounded like it. If you were calling from Virginia and the person you spoke with was in Texas, often he or she would ask you about the weather where you are and you chatted for a few seconds or more; it wasn’t a real relationship of course, but still there was something “relational” about it.

Once technology made it cheap to move phone calls anywhere on earth, big companies and even your local water or electricity utility dropped their U.S. customer service agents in favor of outsourcing to companies that manage call centers on behalf of multiple companies. Now the person you spoke where are bank of america call centers located was not only distant physically and culturally, but distant from the very company you were trying to deal with.  

The underlying message was that the company you buy from doesn’t care enough to invest much in responding to you. After all, call centers arose because companies wanted to  lower their costs – the purpose of the outsourced call center was to benefit the company, not its customers. This cost-driven view is still prevalent. According to the research director for the National Association of Call Centers, five percent of companies surveyed said they are totally cost-driven and forty percent said they are “primarily” cost-driven but occasionally pay attention to better customer service. In short almost half of the U.S. companies surveyed still haven’t quite figured out that to be totally cost-driven may be a strategic mistake. And a 2018 survey of 750 customer service leaders (see the Liveops Call Center Industry Report, 2018) classified 23% as having “undisciplined process and reactive approaches,” and another 46% as companies where only “some steps have been taken towards upgrading the customer experience.” Customer service call centers are still not universally seen as a potential generator of profits rather than costs.

Yet such a view should be self-evident given the size and age of the call center industry. There are tens of thousands of call centers around the world involving millions of jobs. In India there are over 250,000 call center jobs in Bangalore alone; in the Philippines there are over 700,000 such jobs. In states like Florida, Arizona and Texas call centers are big employers; Texas alone has over 600 call centers with 250,000 employees. There are also industry associations like Contact Center World (contactcenterworld.com), founded in 1999, and the National Association of Call Centers. In short by now this ought to be an industry that embraces the link between optimal customer service and company profit.  

Fortunately, there is evidence that this is happening. In the last five years the trend to outsourced overseas call centers has begun to reverse. It seems companies are listening to the growing dissatisfaction of customers who do not want to talk to someone 10,000 miles away. Firms that face competition, and especially on big ticket items like business class airline tickets, are either moving their customer service call centers back to the U.S. or allowing customers who request to talk with a U.S. based agent to do so. And companies are willing to pay U.S. call center employees reasonably well. According the Occupational Outlook Handbook of the Bureau of Labor Statistics, the 2017 median pay for customer service representatives was $32,890 for people with only a high school diploma. In a low-cost-of-living area of the U.S. this would mean that a couple working in a call center and making close to $66,000 per year would be able to buy a house.

The great recession of 2008-09 was the trigger than began to change companies’ thinking about call centers. The recession’s hit to their profits happened to occur around the time of another major change - the growing ubiquity of the smart phone, which contributed to a rise in customer expectations and an exponential growth in customers’ capacity to make their dissatisfactions known through social media. And now companies are learning to mine call center data with customer satisfaction in mind. Since most calls are recorded, computer analytics make scoring customer sentiments more sophisticated, enabling them to pick up and count phrases like “I’m not happy with this,” “I’m annoyed,” “I’m not going to do business with you anymore,” etc.

But there remains an important blind spot: Some percentage of customers will not say what they feel. They’ll simply walk away. There is as yet no way to know how many people do that or what exactly turned them off.  The only sensible way to mitigate that blind spot risk is to provide optimal customer service; to adopt a philosophy that says “we’ll do whatever it takes to make you happy.”

Ironically, such an approach brings us back around to the days of the great merchants of a century ago, when people like Chicago’s Marshall Field coined the phrase "give the lady what she wants."  Low prices, Mr. Field believed, “…could not do the trick alone. Nor could goods of the highest quality. There must be the personal touch -- that atmosphere of honest, pleasant service that makes customers feel they are special customers and brings them back faithfully, year after year."

  

Источник: https://www.forbes.com/sites/thomasdichter/2019/03/30/call-centers-return-to-the-u-s-more-companies-get-the-link-between-customer-service-and-profit/

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Источник: https://www.us.hsbc.com/

TMCnews Featured Article

According to an article in the Bangor Daily News, Bank of America has informed roughly 200 employees at its Orono, Maine call center that the facility will close at the end of October.

“It goes without saying that we will do everything we can to support our employees,” Bank of America spokesman T.J. Crawford told the Bangor Daily News. Bank of America will attempt to find other company positions for some employees, the article said, while others will receive severance packages.

The article indicated that the Orono call center focused on communicating with bank customers who have fallen behind on their mortgage payments. Two other Maine-based Bank of America call centers, located in Belfast and Brunswick, were not affected.

Of the 200 call center employees at Orono, roughly three-quarters were employed full time, the article said. The Orono call center closing comes less than months after Bank of America announced the closure of bank branches in Orono and Sanford. Employees at the branch locations have been transferred to other local branches.

U.S. Rep. Mike Michaud told the Bangor Daily News that he was “extremely disappointed” about Bank of America’s plan to close the Orono call center.

“Our call center employees in Maine are second to none and Bank of America’s Orono facility is no exception,” the 2nd District Democrat said in a statement late Monday afternoon. “While I strongly disagree with the bank’s decision, I stand ready to help impacted employees with whatever assistance they need.”

The article noted that Representative Michaud had written to Bank of America CEO Brian Moynihan last October urging him to reconsider the bank’s announced plan to lay off 30,000 workers in the next two or three years.

“As our fragile economy continues to recover, Bank of America should work to ensure that these actions have the minimal effect possible on our economy and do not fall entirely on one region or a handful of communities,” Michaud wrote in the letter, noting that the company employs hundreds of Maine residents at its three call centers and more than 30 banking centers across the state.

“Mainers, as well as the economic health of their communities, depend on these jobs,” he said. “While I understand that you need to take steps to maintain the financial health of the bank, it is equally important to recognize that you received substantial assistance from American taxpayers to get through the financial crisis.




Edited by Rich Steeves
Источник: http://technews.tmcnet.com/channels/call-center/articles/271144-bank-america-terminates-maine-call-center.htm
where are bank of america call centers located

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Where are bank of america call centers located -

Big Banks Blame Automation as They Offshore American Jobs

When Capital One announced in August that they were laying off 400 call-center workers from a Rolling Meadows, Illinois, location, the company officials claimed that they were moving toward automation. “Call volumes continue to decrease as customers increasingly self-service through a mix of our digital tools and contact center calls,” Sie Soheili, a Capital One spokesperson, told the Chicago Tribune. The Rolling Meadows layoffs follow the loss of 1,500 Capital One call-center jobs in Oregon and South Dakota in 2015. Yet last year, Capital One opened a new customer-service and technical-support office in the Philippines, creating 2,000 call-center jobs. Today, Capital One employs 4,800 call-center workers in a country that had no call centers at all just four years ago.

With 2.5 million people employed at call centers in the United States, employees in the sector face an existential crisis as companies close down one center after the other. While the corporate officials may say they are bowing to pressures from consumers, many of these companies decide to lay off American workers and hire less-expensive foreign workers in countries like the Philippines.

Wells Fargo, who earlier this week laid off hundreds of employees at a call center in Allentown, Pennsylvania, also has shifted jobs to the Philippines. The company has laid off hundreds of American call-center employees over the last decade, even as the company expands their call-center hiring in the Philippines (which assists U.S. customers).

Tim Sloan, the CEO of Wells Fargo, effectively admitted to offshoring jobs during a Senate Banking Committee hearing in early October. Senator Joe Donnelly, an Indiana Democrat, asked Sloan whether Wells Fargo “let people go in the states and then added people in the Philippines?” Sloan responded, “Senator, we did,” before attempting to brush off the offshoring issue by claiming the call centers in the Philippines allowed Wells Fargo to provide 24/7 customer service. A smirking Donnelly replied that he knew many Americans who would be willing to work night shifts.

Call centers are at the front of a company, providing general customer service or technical support. They also serve as telemarketing hubs. Most sectors with large numbers of customers who require those services, from telecommunications and media to banking and financial services, use call centers. But the nature of the work means that it can be done from anywhere in the world, and companies pay Filipino and Indian employees much less than comparable American workers.

Offshoring call centers isn't just a threat to workers. This trend also presents a problem for American consumers. Poorly paid center employees in the Philippines and India have few opportunities for advancement. In that climate, it is easy to see why cybersecurity analysts say there is a risk of call-center workers committing identity theft. Despite this, almost all of the major banks in the United States, from Bank of America and Chase, to Capital One and Wells Fargo, operate call centers overseas.

Organized labor has been fighting corporate offshoring of call-center jobs for years. But with labor unions' power waning and corporations eager to reduce labor costs any way possible, that skirmish proved to be a tough one. Even so, the Communications Workers of America, which represents most unionized call-center workers, has had some success. In 2016, striking Verizon workers represented by the CWA stayed on the picket line until Verizon made wage concessions and promised that 1,300 new call-center jobs would be created in the United States. Shane Larson, a CWA spokesman, described the Verizon strike as a “huge win.”

“We kept good jobs in the U.S. and brought back previously offshored jobs,” he said. US Airways, also under pressure from CWA, closed the last of their Filipino call centers in 2011, a process that began in 2004 after a labor dispute.

Prodded by union activism, seven Senate Democrats, led by Senators Sherrod Brown of Ohio and Robert Casey of Pennsylvania, introduced the U.S. Call Center Worker and Consumer Protection Act earlier this year, which would require overseas call-center employees to inform American callers and give those callers an option to speak with a U.S. call center if they’d prefer. It would make corporations that offshore call-center jobs ineligible for some federal grants and loans. Representatives Gene Greene, a Democrat from Texas, and David McKinley, a Republican from West Virginia, introduced a similar bill in the House. He said in a press release, “our number one priority in Congress is protecting and creating American jobs. Plain and simple, we should not be rewarding companies for moving jobs offshore.”

Similar bills have been introduced in eight state legislatures, including Georgia and Alabama, where Republicans introduced the bills that echo President Trump’s “America First” message: In the Peach State, the bill is called “The Georgia Jobs First Act of 2017.”

Offshoring call centers is an easy way for corporations to cut labor costs. But with wage stagnation and growing income inequality, state and federal lawmakers need to decide whether corporations should be allowed to lay off American employees and then hire workers abroad for less money while enjoying lucrative government contracts and tax subsidies.

Источник: https://prospect.org/labor/big-banks-blame-automation-offshore-american-jobs/

You’ve got a problem with a bill, a reservation, a defective product. The company’s website doesn’t help, so you call the toll-free number to try to sort it out. After the usual “Please listen carefully because our menu has changed,” and the “press 1,2,3,4,5…” dance, you finally get someone and immediately realize that the person you’re speaking to is in the Philippines or India. Your heart sinks, along with your hope that you can resolve your issue. No matter how well the customer service agent speaks English, there is the fear that you’re going to deal with someone who you don’t fully understand and who may not understand you.

This kind of reaction is not about nativism or America first, it is about distance, real and psychological. In the days of the local store, storekeepers and their customers knew each other. As commerce and modern transport evolved, customers got used to dealing with chain stores and large companies with thousands of employees. But even so, before the advent of off shore call centers (aka contact centers) in the 1990s, if you called Verizon or AT&T or an airline, you reached someone who was close to home or at least sounded like it. If you were calling from Virginia and the person you spoke with was in Texas, often he or she would ask you about the weather where you are and you chatted for a few seconds or more; it wasn’t a real relationship of course, but still there was something “relational” about it.

Once technology made it cheap to move phone calls anywhere on earth, big companies and even your local water or electricity utility dropped their U.S. customer service agents in favor of outsourcing to companies that manage call centers on behalf of multiple companies. Now the person you spoke with was not only distant physically and culturally, but distant from the very company you were trying to deal with.  

The underlying message was that the company you buy from doesn’t care enough to invest much in responding to you. After all, call centers arose because companies wanted to  lower their costs – the purpose of the outsourced call center was to benefit the company, not its customers. This cost-driven view is still prevalent. According to the research director for the National Association of Call Centers, five percent of companies surveyed said they are totally cost-driven and forty percent said they are “primarily” cost-driven but occasionally pay attention to better customer service. In short almost half of the U.S. companies surveyed still haven’t quite figured out that to be totally cost-driven may be a strategic mistake. And a 2018 survey of 750 customer service leaders (see the Liveops Call Center Industry Report, 2018) classified 23% as having “undisciplined process and reactive approaches,” and another 46% as companies where only “some steps have been taken towards upgrading the customer experience.” Customer service call centers are still not universally seen as a potential generator of profits rather than costs.

Yet such a view should be self-evident given the size and age of the call center industry. There are tens of thousands of call centers around the world involving millions of jobs. In India there are over 250,000 call center jobs in Bangalore alone; in the Philippines there are over 700,000 such jobs. In states like Florida, Arizona and Texas call centers are big employers; Texas alone has over 600 call centers with 250,000 employees. There are also industry associations like Contact Center World (contactcenterworld.com), founded in 1999, and the National Association of Call Centers. In short by now this ought to be an industry that embraces the link between optimal customer service and company profit.  

Fortunately, there is evidence that this is happening. In the last five years the trend to outsourced overseas call centers has begun to reverse. It seems companies are listening to the growing dissatisfaction of customers who do not want to talk to someone 10,000 miles away. Firms that face competition, and especially on big ticket items like business class airline tickets, are either moving their customer service call centers back to the U.S. or allowing customers who request to talk with a U.S. based agent to do so. And companies are willing to pay U.S. call center employees reasonably well. According the Occupational Outlook Handbook of the Bureau of Labor Statistics, the 2017 median pay for customer service representatives was $32,890 for people with only a high school diploma. In a low-cost-of-living area of the U.S. this would mean that a couple working in a call center and making close to $66,000 per year would be able to buy a house.

The great recession of 2008-09 was the trigger than began to change companies’ thinking about call centers. The recession’s hit to their profits happened to occur around the time of another major change - the growing ubiquity of the smart phone, which contributed to a rise in customer expectations and an exponential growth in customers’ capacity to make their dissatisfactions known through social media. And now companies are learning to mine call center data with customer satisfaction in mind. Since most calls are recorded, computer analytics make scoring customer sentiments more sophisticated, enabling them to pick up and count phrases like “I’m not happy with this,” “I’m annoyed,” “I’m not going to do business with you anymore,” etc.

But there remains an important blind spot: Some percentage of customers will not say what they feel. They’ll simply walk away. There is as yet no way to know how many people do that or what exactly turned them off.  The only sensible way to mitigate that blind spot risk is to provide optimal customer service; to adopt a philosophy that says “we’ll do whatever it takes to make you happy.”

Ironically, such an approach brings us back around to the days of the great merchants of a century ago, when people like Chicago’s Marshall Field coined the phrase "give the lady what she wants."  Low prices, Mr. Field believed, “…could not do the trick alone. Nor could goods of the highest quality. There must be the personal touch -- that atmosphere of honest, pleasant service that makes customers feel they are special customers and brings them back faithfully, year after year."

  

Источник: https://www.forbes.com/sites/thomasdichter/2019/03/30/call-centers-return-to-the-u-s-more-companies-get-the-link-between-customer-service-and-profit/

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Bank of America Customer Service & Contact Numbers

    https://www.bankofamerica.com/customer-service/contact-us/
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Bank of America Financial Centers and ATMs

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Источник: https://www.quidditch.org.au/w-office/where-are-bank-of-america-call-centers-located.html

Get a live person on the phone

In order to speak to a live person in Bank of America customer service you need to dial 1-800-432-1000 (if you’re calling international dial +1-315-724-4022). If you’re calling about credit card problems you need to dial 1-757-677-4701 to speak to a live operator right away. For debit card issues dial +1-315-724-4022 which connects you to the same automated system as 1-800-432-1000. Please not that live support is available Monday-Friday from 8am to 11pm EST and Saturday-Sunday from 8am to 8pm EST. Automated customer support system is available 24/7.

When you dial 1-800-432-1000 you will be asked to enter your telephone access ID, card or account number. You can proceed by entering it and then saying a service you require. Bank of America uses voice recognition system for their automated support system. Alternatively, if you have problems with automated voice recognition system or want to quickly get to a customer support just press # when systems ask for your account number. You need to press # four times and you will get to the menu with following options.

  • Lost or stolen press 9
  • Checking or savings press 1
  • Business press 2
  • Credit card press 3
  • Online banking press 4
  • Mortgage press 5
  • For more options press 6

You can choose your preferred option from this menu. After that, you may be asked to enter information like your account number or card number. Once you enter it you will be connected to Bank of America live person customer service.

If you don’t hear an option that you need in this menu press 6 to hear options from the following menu:

  • Loan or home equity press 1
  • CD press 2
  • IRA press 3
  • Brokerage press 4
  • Dispute a transaction press 5
  • Something else press 6

Bank Of America Customer Service Options

Bank of America Mailing Address

Bank of America
PO Box 25118
Tampa, FL 33622-5118

Bank of America Live Chat

In order to start live chat session with Bank of America live representative you need to sign in to online banking and select chat option.

Bank of America Customer Service FAQ

Contact Bank of America customer Service and browse FAQ via Bank of America contact and FAQ page

Bank of America Customer Service Phone Numbers

  • Customer service 1-800-432-1000
  • International customer service +1-315-724-4022

Live support hours: Monday-Friday from 8am to 11pm EST and Saturday-Sunday from 8am to 8pm EST

  • Credit card issues 1-757-677-4701
  • Debit card issues 1-315-724-4022

Reach Real Person in Bank Of America by Phone, Live Chat, Social Network

Make sure that you tried multiple options when reaching customer service. If live customer service agent is not available by phone, try live chat. Frequently direct message via Bank Of America Facebook account or Bank Of America Twitter account may get you a customer representative quickly, so try it too. If you want to file a complaint or submit a positive feedback you may leave your comment or complaint under Instagram or Youtube post and in many cases the business will respond to it. For your convenience all of these customer service contact options for Bank Of America are provided above.

What to do if Bank Of America Live Person Contact Information Is Not Working?

It is typical that customer service menu options change with time. Customer support options and even contact phone numbers might be removed and added. If you have problems with getting a real person in Bank Of America customer service with instructions above please leave the comment in the comments section below and we will improve this guide. We are constantly monitoring the customer service contact numbers, e-mail and chats to make sure the instructions on How to Talk to a Live Person in Bank of America Customer Service are the most accurate.

If you successfully reached a live customer service agent in Bank Of America please leave your instructions in the comments section below so everyone can use it.

Updated on in Banks

Источник: https://numberforliveperson.com/bank-of-america/

TMCnews Featured Article

According to an article in the Bangor Daily News, Bank of America has informed roughly 200 employees at its Orono, Maine call center that the facility will close at the end of October.

“It goes without saying that we will do everything we can to support our employees,” Bank of America spokesman T.J. Crawford told the Bangor Daily News. Bank of America will attempt to find other company positions for some employees, the article said, while others will receive severance packages.

The article indicated that the Orono call center focused on communicating with bank customers who have fallen behind on their mortgage payments. Two other Maine-based Bank of America call centers, located in Belfast and Brunswick, were not affected.

Of the 200 call center employees at Orono, roughly three-quarters were employed full time, the article said. The Orono call center closing comes less than months after Bank of America announced the closure of bank branches in Orono and Sanford. Employees at the branch locations have been transferred to other local branches.

U.S. Rep. Mike Michaud told the Bangor Daily News that he was “extremely disappointed” about Bank of America’s plan to close the Orono call center.

“Our call center employees in Maine are second to none and Bank of America’s Orono facility is no exception,” the 2nd District Democrat said in a statement late Monday afternoon. “While I strongly disagree with the bank’s decision, I stand ready to help impacted employees with whatever assistance they need.”

The article noted that Representative Michaud had written to Bank of America CEO Brian Moynihan last October urging him to reconsider the bank’s announced plan to lay off 30,000 workers in the next two or three years.

“As our fragile economy continues to recover, Bank of America should work to ensure that these actions have the minimal effect possible on our economy and do not fall entirely on one region or a handful of communities,” Michaud wrote in the letter, noting that the company employs hundreds of Maine residents at its three call centers and more than 30 banking centers across the state.

“Mainers, as well as the economic health of their communities, depend on these jobs,” he said. “While I understand that you need to take steps to maintain the financial health of the bank, it is equally important to recognize that you received substantial assistance from American taxpayers to get through the financial crisis.




Edited by Rich Steeves
Источник: http://technews.tmcnet.com/channels/call-center/articles/271144-bank-america-terminates-maine-call-center.htm

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