An Ohio call center operator is shutting down a facility in Fort Erie, laying off the last 65 workers, after it lost the operation’s only contract, for Canadian telecommunications giant Rogers Communications.
InfoCision Management Corp., of Akron, Ohio, notified Fort Erie officials this week that a business restructuring at Rogers, coupled with continued economic malaise, had led the Toronto-based company to terminate the contract. InfoCision had opened the operation less than two years ago to handle customer service and technical calls for Rogers’ customers, and also saw it as a beachhead in Canada, said Jim Thibert, general manager of the Fort Erie Economic Development and Tourism Corp.
The operation in leased space had as many as 125 people at its peak, and officials had spoken of expanding to more than 300, while planning to build a multi-million-dollar standalone facility, but instead the operation began downsizing in December. Thibert said the company is “paying far more in severance” than required by law, and was widely considered a good place to work.
“Everyone’s very shocked by this. They certainly didn’t intend this, but when you have a single-source contract like this, when they catch cold, you’ve got the flu,” Thibert said. “They were very optimistic two years ago, but I guess things have changed in the cable and Internet business.”