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Call center

211 call centers show financial strain above the poverty line  

by Kai Ryssdal , Andie Corban and Aleezeh Hasan
May 14, 2024
Many callers hoping to get referrals have moderate incomes but still struggle, explains Rachel Wolfe of The Wall Street Journal.
211 call centers are "a really great window into the state of the American consumer," says The Wall Street Journal's Rachel Wolfe.
Geoff Robins/AFP via Getty Images
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Has "unusually high call volume" become the norm for customer service?

by Savannah Maher
Jul 27, 2023
Service lines were swamped early in the pandemic, and many overseas call centers shut down. Companies want you to go online instead.
“Please remember there’s another human being on the other end of that phone,” said one customer service representative.
Richard Pohle/WPA Pool via Getty Images
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Comcast’s new call center is stuffed with Silicon Valley-style perks. Will that help its customer service problem?

by Miles Bryan
Oct 28, 2019
The Delaware office is part of the cable company’s $1 billion push to improve its customer relations.
Call center employees can decompress around a turtle and fish-stocked pond.
Miles Bryan/Marketplace
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