BATON ROUGE (NBC33) — Cox is making changes to the way the company operates in order to improve customer experience. Cox Residential Call Centers will be transitioned into fewer, more-centralized Centers of Excellence designed to improve the customer experience, optimize the organization’s effectiveness and increase its competitive readiness.
Industry standards and company goals guided the decision to transition to larger, best-in-class call centers. In fact, these changes are typical in today’s telecommunications industry, as Cox’s competitors and other cable companies have undergone similar changes in recent years.
• In Louisiana, the transformation means our Baton Rouge operations will house a newly-designated Center of Excellence for Tech Support, with an estimated 150 additional jobs created and a net increase in positions here. However, we will be moving customer care operations out of our Acadiana and New Orleans markets.
• The changes will impact approximately 125 employees in New Orleans, 58 in Acadiana and 63 in Baton Rouge in the second quarter of the year.
• It is difficult to say how many employees will ultimately leave the company since many will be applying for different positions within Cox. We expect our net loss of positions statewide to be somewhere around 100 by the end of the transitions.
Our first priority will be to take care of those impacted employees. Cox is committed to providing the impacted employees with the tools needed to continue growing in their personal and professional life, including the opportunity to apply for open positions throughout the company. Employees will be provided a $15,000 incentive to relocate. For those who do not remain with the company, they will receive at least 60 days advanced notice and will be offered severance and outplacement services.
After the changes, Cox will still employ more than 1,350 people in Louisiana, including more than 700 in Baton Rouge, 400 in New Orleans and 200 in