21 February 2018
Visit www.capgemini.com/worldreports

As customer service goes digital, Capital One axes 400 call centre jobs

16 August 2017  |  6434 views  |  1 call centre Customer assitant

The shift to digital support tools at Capital One is set to cost the jobs of nearly 400 Chicago call centre staffers.

Despite growing business, call volumes to the centre have fallen as customers turn to digital tools and "self-service" calls, a spokesman told the Chicago Tribune.

The Rolling Meadows office will continue to employ more than 600 people, mainly in technology and digital roles.


Comments: (1)

Ketharaman Swaminathan
Ketharaman Swaminathan - GTM360 Marketing Solutions - Pune | 17 August, 2017, 12:43

I didn't think chatbots will replace humans in customer service jobs this soon when I wrote Can Chatbots Replace Humans?.

Be the first to give this comment the thumbs up 0 thumb ups! (Log in to thumb up)
Comment on this story (membership required)

Finextra news in your inbox

For Finextra's free daily newsletter, breaking news flashes and weekly jobs board: sign up now

Related stories

Capital One shuts down PFM app Level Money

Capital One shuts down PFM app Level Money

07 August 2017  |  8925 views  |  1 comments | 7 tweets | 4 linkedin
Capital One to create 200 new tech jobs on relocation to Silicon Roundabout

Capital One to create 200 new tech jobs on relocation to Silicon Roundabout

05 May 2016  |  9810 views  |  0 comments | 13 tweets | 8 linkedin

Related company news


Related blogs

Create a blog about this story (membership required)
Visit http://info.nice.comVisit https://www.capgemini.comvisit www.nextgenbanking.co.uk

Top topics

Most viewed Most shared
ABN Amro moves escrow accounts to the blockchainABN Amro moves escrow accounts to the bloc...
10102 views comments | 15 tweets | 13 linkedin
ECB launches staunch defence of cashECB launches staunch defence of cash
9708 views 10 comments | 22 tweets | 26 linkedin
Coinbase and Visa at loggerheads over erroneous charges on customer crypto accountsCoinbase and Visa at loggerheads over erro...
8473 views comments | 13 tweets | 12 linkedin
BBVA-backed digital banking startup targets gig economy workersBBVA-backed digital banking startup target...
7141 views comments | 8 tweets | 12 linkedin
hands typing furiouslyMaking Customer Experience Your Business
6842 views 0 | 7 tweets | 5 linkedin

Featured job

Find your next job