Thread regarding SeaWorld Entertainment Inc. layoffs

CALL CENTER LAY OFF!! ( PERFORMANCE AND EFFICIENCY)

The employees of the OCC Orlando Call Center was laid off today, company told news today it was about performance and efficiency. It is very disgusting that the company instead to cover SW economical downfall is trying to say that JAMAICA and GUATEMALA can do a better job. Orlando ambassadors trained Jamaica and Guatemala Call Centers and whoever worked for the Orlando call center knows for sure any of them can provide a great customer service without the Orlando Contact Center Support and covering all the mistakes and messes that they have being doing and cost money for the company. People call daily to complaint about language barrier ( Jamaica call center). Nothing personal or racist but the truth. Guatemala was added due to the Spanish high call volume. But how can someone overseas can talk about parks and customer service, weather and park process.? It is very unprofessional how the company tried to hide the economical situation and to present this 'lay off" as performance and efficiency. Jamaica transferred calls to the OCC daily because they can not handle it. Lots of escalations (calls) had to be handle due to all the complaints we had from this call center. And the company talks about EFFICIENCY? Performance? Of course numbers will raise for these 2 third party supporters (Alorica Team) when the OCC was struggling everyday fixing what they messed up in. I am not saying this as if I was resentful against the company, but being realistic.

The way the management approached about the " Lay Off", was very unprofessional, heartless, drastic and erratic. Everyone was scheduled to work as normal and the meeting was an unpleasant surprise for everyone.

The most impressive part of the meeting (OCC Lay Off) was a HR ambassador who was directing the meeting and directly said: " All of you can find a better job". Does she mean a job better than Sea World? She is probably not happy or committed to the Sea World purpose, as a lot of passionate ambassadors that USED to work at the OCC.

I wish the company success after this and hope they make better decisions. We were hoping SEA WORLD Parks and Entertainment ( Busch Gardens, Sesame Place, Water Country USA, Aquatica) would have reached a level where other theme parks are but it looks like they just regressing.

I knew for sure SEA WORLD could do BETTER!!!! Management and marketing....PLEASE take a look of this!!!

I can see the OCC... re opening in the nearest future!

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Post ID: @115JZ4Uk

9 replies (most recent on top)

I'm not sure if they were told to say this or not, but our leader is claiming the Jamaica call center has proven to be more efficient than our own call center was. We all know that has to be a f#cking lie. We've all interacted with these foreign call centers before. I'm sure they are cheaper, but more efficient? GMAFB!

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Post ID: @115JZ4Uk-2qqr

So to the person going about not blaming seaworld for outsourcing.. we know that it happens. It is normal now for companies to do it. Should we just accept it though and think of it as ok? Not a chance.

Companies who turn their back on employees and outsource their jobs while talking about how much they value their employees are awful.

In this situation, the current excuse going around for why this call center was closed was because of performance. Supposedly the jamaica call center was k–ling it in metrics. Yet interestingly.... the call center leadership all seemed to survive getting cut. If the call center was doing awful in stats, why not hold the leadership accountable? If I was in charge of a team and they didnt perform should it not be on me and not my team first? Yet there has not been any changes in leadership there for a while as far as I know.

So what other reason could it be? Money obviously. They would not look to open a call center elsewhere and then suddenly go "Oh, this one has better stats so lets close the OCC!" unless it was always in the plans to close the first call center anyways.

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Post ID: @115JZ4Uk-ybb

True!! This post have a 100%. Sea World is lying to media and people and the parks are going down. The Call Center assisted all parks and was the only one. Now when people call het frustrated and upset becuase they dont know what theyre talking about and do not know a s** about the parks and thousands of emails was sent to guest correspondence complaining. Before the lay off guest correspondence team requested help to the Orlando Contact Center due to the amoint of emails they was receiving.
So the Call Center was doing also a job that belongs from another department. Because Jamaica was messing up so much.

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Post ID: @115JZ4Uk-ecm

Let's not forget that SeaWorld isn't the first theme park to outsource. Remember that WDW outsourced their IT department to India. You can't blame a single company and act like it's only SeaWorld doing these type of things.

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Post ID: @115JZ4Uk-byt

Proofread...astonishing illiteracy in most of the comments on this site

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Post ID: @115JZ4Uk-ide

Such a great and true post

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Post ID: @115JZ4Uk-lam

SeaWorld * not Sea World

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Post ID: @115JZ4Uk-pjv

You are 100% correct! They now have 2 countries selling our parks and products when they’ve never step foot in the U.S.
Yeah, that makes sense!!!

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Post ID: @115JZ4Uk-qcz

Not going to happen you are but a number they can't take in any sick birds. If that don't tell you something the aviary team is gone. They lue to the public everyday when they open the gates togeather we can save the oceans. Look nothing personal if you can't see the writing on the wall you are blind. You can belive what you want but it's all about making the borad of d—s money you are replaceable they have know idea how to run a park ahhhh but a business they get screw all the hard working people that have served that company a long time somebody needs to take this public news outlet anyone of them would love this

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Post ID: @115JZ4Uk-nxg

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