Surviving Layoff

Surviving Layoff

Call center outsourcing has been an industry practice for many years.  The cartoon below illustrates the fact that outsourcing, and related layoffs, may not represent a total eradication of the home country's workforce.  In some instances a call center vendor may be contracted to handle non-core activities, while the local call center, at least a much smaller version of it, handles specialized duties.

Although their jobs may have been spared, the surviving employees must labor in a state of constant mistrust and uncertainty.  It is up to the human resources department (HR) and its representatives to train and educate the call center about the reasons for outsourcing and the state of affairs before, during and after the transition period.  

Surviving Layoff

Not properly educating the workforce will not only create a tense work environment, it will certainly lower morale and productivity.  In times of uncertainty, employees tend to look only after themselves, not customers.  Activities such as job hunting, assuming web access is available, could take the place of helping customers.  The motto of the day may become "what are they going to do, fire me?".  Layoffs are never an easy process given the emotional and financial repercussions for employees; however, they process can be explained and executed in a way that minimizes the negative effects for the remaining call center workers. 

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