Frontier Communications cutting 366 call center jobs in Allen

Frontier Communications has struggled with lots of customer complaints since buying Verizon’s landline business, including the Fios TV service, earlier this year. And now the company is cutting about 1,000 jobs nationwide, about a third of those in Allen.

Back in 2011, the company opened a call center in Allen. At the time, the announcement said it had approximately 500 employees working in a 84,000 square-foot facility along Central Expressway.

A federally required WARN letter field with the state says that Frontier is killing part of the Allen operation in the center as part of a restructuring:

▪  The residential call center will be shut down and those employees will be cut. The WARN notice says 366 jobs will be lost.

▪  The employees who work for the Internet Help Desk will be required to work from home. But if they need to come to an office, the Allen facility will remain open.

▪  An unspecified number of other Frontier employees who work at a leased facility in Richardson will be transferred to Allen.

The company’s third-quarter financial statement released last week indicates some of the challenges Frontier is facing:

▪  A loss of 145,000 residential and 12,000 business customers since the end of the second quarter.

▪  A nine-month loss of $293 million in 2016 compared with a loss of $93 million for the same period last year.

Frontier acquired Verizon’s TV, Internet and landline customers on April 1 in Texas, California and Florida. The $10.5 billion acquisition added over 3.7 million customers in the three states, including more than 1 million Texas households.

A company spokesman confirmed that the new restructuring would chop about 1,000 jobs across the 29 states where Frontier now operates but would not say where the job cuts were being taken.