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O2 is to outsource all of its call centre operations to Capita
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O2 looking to cut costs...
http://www.mobiletoday.co.uk/News/25309/O2_to_transfer_up_to_3700_call_centre_jobs_to_Capita.aspx
http://www.mobiletoday.co.uk/News/25309/O2_to_transfer_up_to_3700_call_centre_jobs_to_Capita.aspx
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Well there goes O2's only good thing they had going for them as Capita are terrible at Customer Service. So now they going have crap 3G system and customer service.
They trying cut cost everywhere what they going do next start selling of desks.
I must admit that it has been a few months since I have had to phone Vodafone and my friends are now all on O2.
http://www.cwu.org/o2-outsourcing-decision-a-betrayal-says-cwu.html
I drove past the Preston Brook contact centre the other day and it is an O2 building. Presumably it will stay as an O2 building but most of the staff inside will be working for Capita?
It seems to be the way things are going nowadays.
It's already happened to Carphone warehouse staff, they're now Capita.
I was a Talktalk employee but got a TUPE over to HGS (Hinduja Global Solutions).
Talktalk still actually own the building I work in and they just lease it to HGS.
http://www.bbc.co.uk/news/uk-scotland-scotland-business-22607973
I am one of those in Leeds affected, i have applied for VR
Thats a shame. You could always stay till you find something better instead of taking voluntary redundancy I guess. Good luck
VR might come with a nice severance package.
It does
Thank you
It's a dangerous move as customer service was one of O2's big selling points, they always have the least Ofcom complaints and deliver very good customer service. I guess they are looking to shave costs everywhere they can at the moment with revenues dropping.
http://www.mobiletoday.co.uk/News/25456/Prospect_accuses_O2_and_Capita_of_breaching_trust_of_staff.aspx
In some ways the folks who are being given the push are probably better off, but the rest of us better not hold our breath for any customer service.
I used to work for them in their head office, until I walked out in march this year due to their disgusting polocies, procedures and management.
I feel sorry for the O2 staff.
http://www.mobiletoday.co.uk/News/25502/CWU_ballots_O2_members_for_strike_action_over_outsourcing.aspx
3 have never had UK based contact for other than the most serious issues, T-Mobile out-sourced their PAYG contact to the Pillipean Islands years ago and Vodafone have been using TSC for PAYG customer support for years.
Every operator has to serve customers as cost effectively as possible to remain competitive. O2 are no different from others but have been more cautious making the cost saving changes already delivering huge savings to others.
Business is business and for as long as customers prioritise price and value as their most improtant buying reason every operator will have to consider ways to reduce costs and continue to deliver quality of service.
Reading some comments here reminds me of those in the USA moaning about the export of jobs to China but US consumers have happily encouraged Wal-Mart and others to source cheap products from there to meet their needs.
Cake and eat it springs to mind.......
T-Mobile Phillipenes is not just for PAYG. My girlfriend is pay monthly and she has always got through to the Phillipenes.
Last time I called CS (I am on contract) it definitely wasn't British CS, sounded Filipino.
Doesn't really bother me, I'd rather the network is good enough so that I never need to call them.
Well even more relevant evidence.......thanks for the confirmation.