Tomorrow is our last day for our Shop Your Way call center. Dozens have already left as they temporarily and gradually forward more and more of these calls to Sears/Kmart customer service call centers. We've already been telling members to use online chat because that will be the last and only platform to support remaining SYW questions and issues, and that was offshored a long time ago.
SYW members are not going to be happy because the online chat services have to put in a request to adjust points and fix other problems, but as far as I can tell, after 11/30 there is nobody left to do that. Members who were identified for membership violations already have no one left to speak with to unlock those accounts because they were all laid off in October, but our manager has told us to promise members it would be taken care of even though she knows it won't. So we have been actually trained to openly lie to our members.
They have not told us SYW is being discontinued but it seems to be because all of my contacts in HE where I used to escalate issues are all gone or reassigned. Also, I was told by HE the marketing budget for SYW was zeroed out after the bankruptcy, which would account for declining call volumes among new members, but this could also be because the remnants of SYW are being attached to something else.
I have a new job starting 12/3 so I have a smooth transition, taking calls for a cable company which should get me yelled at equally as loud as my time here. I hope my colleagues were as lucky. By to all!