The Verizon case incorporates big themes in the economy—outsourcing, monopolies, automation, and inequality, to name a few. It reflects the gradual thinning out of good-paying, middle-class U.S. jobs. And in this election year, it forces politicians to choose—not just between labor and management, but between a future of shared prosperity for workers and one in which a lot of low-paid service employees cater to the bidding of the ultra-rich.
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In contract negotiations, Verizon asked to consolidate more call centers and route more calls overseas to facilitate outsourcing. The company also wants to redeploy existing technicians away from their homes for months at a time to service its network, which CWA sees as a deliberate effort to force workers to quit.
Verizon deems this all necessary because its landline business is hemorrhaging customers, as people cut the cords on their home phones. Verizon lost 1.4 million landline subscribers just last year. But the super-fast FiOS broadband network, also considered part of the wireline business, is booming, with sales up 9 percent last year. While total gross revenue was down 1.8 percent in 2015, the overall business made $8.9 billion. Only $300 million in savings came from reducing employee costs, according to Verizon’s own figures. In other words, the wireline business remains very profitable.
And Verizon’s wireless business, staffed mostly with non-union employees, is doing spectacularly, with obscenely high profit margins—nearly 40 cents on every dollar of revenue. The company could use that money to invest in high-demand services like FiOS, but except for one announcement this week of an expansion into Boston, FiOS build-out has stalled.
In sum, Verizon seems to be over-emphasizing the part of its business with non-union workers and under-emphasizing the part with a unionized labor force...
The shift to a foreign workforce has degraded the quality of the Verizon product—ask anyone who’s ever been on the phone for customer service with them. Verizon continues to outsource because, as one of just a handful of major telecoms, they don’t really have to worry about market share. In my area, Verizon was the only available seller of DSL broadband, competing only with more expensive cable service from Time Warner, until it divested from California wireline service this year, selling it to Frontier Communications. There’s simply no value in keeping quality high because customers are cornered, with nowhere else to go.
