Fact Sheet: AT&T Outsourcing & Offshoring

Call Centers:

  • AT&T has cut over 12,000 call center jobs since 2011 and closed at least 29 centers.
  • The company has sent thousands of jobs to Mexico, the Philippines, the Dominican Republic, El Salvador and other countries, along with low-wage areas of the U.S.
  • In 2016, AT&T opened a corporate-owned call center in Mexico, near Mexico City, that serves the U.S. market. This center currently employs about 500 people but workers have reported that the center is intended to expand to 5,000 employees in the medium term.
  • In January, seven members of Congress sent a letter to President Trump encouraging his administration to help protect call center jobs and bring offshored jobs back to the U.S.
  • On March 2, a bipartisan group of House and Senate members introduced legislation to give consumers the right to know the country where their customer service calls are being sent, and the right to be transferred to the United States. The bills would also limit access to federal grants and contracts for companies that offshore call centers. More information here.

Retail

  • AT&T has outsourced more than 60% of its branded retail stores to low-wage third party dealers, undermining the standards of its own retail employees.