A leaked internal memo reveals Walmart’s plan to launch a new “customer call” process this August, requiring in-store employees to handle an influx of phone calls-sparking backlash from workers who say it would disrupt operations and increase stress without additional staffing or compensation.
Leaked memo exposes new call expectations
The internal document titled “August Customer Call Process Rollout” containing new expectations on front-line associates was anonymously submitted by an associate late July. Beginning August 1, employees at the store will be responsible for answering incoming calls from the corporate call center. Under this program, each store must staff at least two associates during heavy call volumes (from 12 noon to 4 p.m.) to answer calls in addition to their duties on the sales floor and registers. According to the memo, every call unanswered within 30 seconds counts against the store’s performance metric.
Increased workload, safety concerns cited by workers
Employees have reacted very alarmed and frustrated. Associates note in private worker forums how this will pull staff away from in-store tasks that are more pressing: greeting customers, restocking, and monitoring fitting rooms. This added distraction may extend queues at the checkout counters, adversely impacting customer service. More than one Walmart greeter in Texas expressed, “We’re already stretched thin. Now they want us juggling phones while trying to lift heavy displays and help customers find products.” Some have stressed safety: leaving the floor to answer calls will leave the area unattended to shoplifting or accidents.
No additional resources
The memo does not promise additional assistance when it comes to staffing levels or overtime pay for these new duties, which is a key grievance voiced by employees. The new process allows for phone responsibilities to be absorbed on an employer’s schedule, thereby officially increasing employees’ job descriptions without their consent. “They expect us to do three jobs for the same paycheck,” said a sales associate in California. “If they really need drivers, cashiers, and phone agents, they should hire more people.”
Most retailers have call centers that are totally distinct from store operations, hence Walmart’s decision to turn customer calls directly over to store employees is essentially unique within the industry. Store assistants at Target and Home Depot are either supported by customer service teams or call handling is outsourced, to shield them from telephone inquiries about customer service. “Some analysts entertain in-store and phone combination support to offer more streamlining, but without the right number of people and the right training, it has the potential of breaking employees and breaking customer experience for both in-person and online,” expresses the analyst instead.
Training and technology requirements
Walmart intends to give participating associates headsets and access to the company’s customer relationship management (CRM) software, with a two-hour online training module to be completed before implementation, according to the memo. However, employees on the ground pointed out that training slots quickly filled and that some had yet to receive instruction as to how to navigate the CRM interface. “They sent out a link for the training, but it’s only available during my work hours—and if I miss it, there’s no backup slot,” a cashier in Florida complained. Delays in training risk leaving unprepared staff answering calls, leaving more anxious and prone to errors.
The leaked memo has given an opportunity for labor advocates and union representatives to speak about the labor practices in Walmart. Although Walmart is a non-union retailer, organizations including OUR Walmart and the United Food and Commercial Workers have supported workers in calls for proper staffing and fair compensation. “Walmart cannot continue to pile on additional duties without recognizing the impact on workers’ health, safety, and customer service quality,” stated a UFCW spokesperson. “The company must negotiate with its workforce, not unilaterally impose new policies.”
Walmart’s official comment
In a comment to this article, Walmart’s spokesperson confirmed the rollout of the new customer call process but maintained that this would benefit customers through fast and personalized service. The statement emphasized that the company is “monitoring store feedback and will make adjustments as needed,” but made no comment about staffing or compensation-related demands. Walmart reiterated its commitment to “investing in training and the necessary technology tools” to support associates through the transition.
As August approaches, front-line associates remain doubtful about management’s will to show meaningful engagement into their concerns. Workers are gathering signatures for petitions in stores and plan to pursue their grievances through regional staff meetings. Some employees predict that, if Walmart does not offer extra staff or revise performance metrics, its absenteeism or turnover may increase further limiting store operations. In the weeks ahead, focus will be whether Walmart weighs in strong employee feedback or face service breakdown across over 4,700 stores in the USA.
