Verizon to Customer Service Reps: Layoffs Are Coming

Employees were told in a meeting that the company was undergoing "restructuring" and "streamlining" measures.

There seems to be no end in sight for mass tech layoffs, as Verizon reportedly told a bunch of their customer service employees that layoffs were all but certain to hit their company next.

If you’ve still got a job in tech, you’re one of the lucky ones. Companies like Meta, Google, and Microsoft have led the way in firing more than 100,000 tech employees this year alone, and it’s clearly going to get worse before it gets better.

At least, that seems to be the case for Verizon, which has just informed an entire department that their jobs likely won’t be sticking around for long.

Verizon “Restructuring” Customer Service Department

According to a report from the Verge, Verizon has told customer service employees about “restructuring and streamlining measures” that are likely to result in mass layoffs.

The news came on an internal call with 6,000 customer service employees, which saw a pre-recorded message that informed them of the potentials changes to the department and informed them that more information would be available in the near future.

If you’ve been in the corporate world at all, or have a modicum of common sense, you know that “restructuring” and “streamlining” are code words for layoffs. The employees who spoke to the Verge were keenly aware of this fact, particularly when the company told them to either apply for new roles at Verizon or accept a severance package.

Why Is Verizon Laying Off Customer Service Employees?

Verizon has not announced the exact reason behind the upcoming layoffs, but that hasn’t stopped employees and outsiders alike from speculating about what logic is behind the decision.

For one, Verizon didn’t match Wall Street predictions for the first quarter of 2023, which is enough to launch any company into a frenzy of “restructuring.” The company lost more than 100,000 subscribers in that time, a hefty amount during a recession.

As a result, many believe that Verizon is likely ramping up its overseas customer service department, which will save them money on cheaper labor. Additionally, advancements in AI could be a driving force, many have speculated, as tools announced by Salesforce, Microsoft, and Google have demonstrated that technology is up to the ask of helping solve customer problems quickly and efficiently.

Is Customer Service Important?

With Verizon cutting so many customer service employees, you might be thinking that this department isn’t as important at your business. However, the reality is that happy customers lead to returning customers, and the last thing you want to do is skimp on your help and support options.

If you’re finding that customer service is getting to be too much of a hassle for your company, there are tools that can help you get the most out of your team, even if it’s a small one.

We’ve done some research on the best helpdesk software, which outlines everything from prices and features to scalability and customizability, so you can solve all your customers’ problems without putting your team out.

Did you find this article helpful? Click on one of the following buttons
We're so happy you liked! Get more delivered to your inbox just like it.

We're sorry this article didn't help you today – we welcome feedback, so if there's any way you feel we could improve our content, please email us at

Written by:
Conor is the Lead Writer for For the last six years, he’s covered everything from tech news and product reviews to digital marketing trends and business tech innovations. He's written guest posts for the likes of Forbes, Chase, WeWork, and many others, covering tech trends, business resources, and everything in between. He's also participated in events for SXSW, Tech in Motion, and General Assembly, to name a few. He also cannot pronounce the word "colloquially" correctly. You can email Conor at
Explore More See all news
Back to top