Ancestry.com is closing its Utah Call Center and will Outsource All Calls to Another Company

Ancestry.com has announced the company will close its Orem, Utah, call center, lay off all the call center employees, and transfer all future calls to an outside customer contact business. The change is expected to take place in the fourth quarter of 2018.

The change will affect less than 100 local employees, according to an Ancestry.com spokesperson. Most of the individuals will be able to move into other roles at Ancestry, or with the new call center partner which is also located in Utah. The positions will all remain in the United States.

Details may be found in an article by Karissa Neely in the Daily Herald web site at: https://tinyurl.com/ycocyuem.

 

11 Comments

I’m not happy about this. The few times that I’ve had to call Ancestry over the years I received expert help with complicated problems. Will this outsourced company be able to do that?

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Another company or country? They were so-so to begin with

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Very sorry to hear this. The people at the current call center have always been very nice, knowledgeable and helpful and it has been a pleasure to talk with them. Outsourcing to a big company driven strictly by numbere, which measures performance by statistical algorithms, puts employees under unreasonable stress to complete every call within a set number of minutes in order to avoid being criticized, and this ofen results in hair trigger tempers and poor service as employees concentrate on getting the caller off the line instead of fixing their problems.

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“Work at home roles” tells me this company won’t have a dedicated “call center.” All operators will be handling calls at home. Therefore, there won’t be trained supervisors assisting operators and callers. Having overseen large call centers, this is not ideal for the customer. One would hope a central location would monitor all inbound calls to ensure quality. This seems like a loss for the consumer, and for those being laid off.

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Helloooo….They’ve been doing that like, forever….India, Pakistan…AND do NOT ask them for assistance because their standard reply is, “That’s above my paygrade”…or words to that effect….

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    Ancestry has not been out sourcing in the past. DNA is very science specific and cannot be addressed by just anyone. The same goes for the tech side of genealogy. Those not familiar with this field are useless to Ancestry users.

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How about waiting to see how it goes? I handled customer calls at home for a tech company for 10 years (not genealogy, something even more complicated). I had the training, I could answer the questions, and I knew who to consult if I didn’t.

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    Call operations without access to all records and without immediate supervision isn’t as effective as dedicated internal call centers. Based on 40 years experience

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From their Wikipedia page: “The estimated market value of Ancestry.com in 2017 was more than $3 billion.”
I think a corporation worth billions could easily afford to staff a call center here in the US, entry level pay at least $20/25/hour, full benefits, paid sick leave and paid vacations included. Not that many people can do good PR on the phone, and those who can often display super-human patience, a trait sorely needed when working with the public.
People working from home will be preoccupied with any number of things from taking care of children or pets or other family members, or baking or cooking, etc., none of which involves genealogy. Preoccupied minds make for poor customer service.
A few months ago I had to call customer service for a different corporation, the woman on the other end spoke with such heavily accented English I had to ask her to repeat what she said several times before I could understand her; she never did resolve my problem with a sensible answer, but I could tell she was reading answers from a scripted card in front of her. I finally asked where she was located, and it took me about six times (literally!) to ask her to repeat her location before I finally understood her: the Philippines.
This latest Ancestry change is one of the dumbest ideas they’ve had yet, the inconvenience to customers will be major, and the savings to their corporate bottom line will be pennies.

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Ancestry already “outsources” their website support questions to Directly.com. Directly “hires” people who work from home, when they want, and pays on a per call basis, based on a number of factors. I did some work for them earlier this year, but it was very frustrating as you do not have access to account information or the person’s tree like the corporate Ancestry help desk people do.

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I think its now time to copy my tree into my computer. is this a sign of not so great things to come . ancestry.com wasnt 100% to begin with sometimes i have to save peoples names 3 times before going in. Im frustrated

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