According to Bloomberg News, Amazon.com Inc is reportedly planning to shut down a number of its call centers in the United States in favor of remote working. The move comes as many industries have shifted to remote work due to the COVID-19 pandemic, with cloud call center firms like Five9 Inc seeing an increase in business. By encouraging its customer service employees to work from home, Amazon can save on real estate costs.
In addition to this, Amazon Web Services, the company's cloud computing division, offers Amazon Connect software which allows businesses to serve customers using remote networks. The software is a valuable tool for companies that have had to adapt to remote working environments due to the pandemic.
A spokesperson for Amazon stated that the company is working with its employees to ensure a smooth transition to remote working. However, there has been no official statement regarding the planned closure of call centers.
This move by Amazon raises concerns about the future of traditional brick-and-mortar call centers and the potential loss of jobs for those who work in them. It also highlights the need for companies to adapt to changing circumstances brought about by the pandemic and the resulting shift towards remote working.
As the world continues to navigate the ongoing effects of the pandemic, it is likely that more companies will follow in Amazon's footsteps and embrace remote working as a way to cut costs and keep employees safe. While this may be a positive step for some, it is important that companies take into account the potential impact on their employees and work to provide support and assistance during the transition.
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