O2 is to outsource all of its call centre operations to Capita

Everything Goes · 21-05-2013, 13:22

O2 looking to cut costs...

http://www.mobiletoday.co.uk/News/25...to_Capita.aspx

enapace · 21-05-2013, 13:25

Quote:

O2 looking to cut costs...

http://www.mobiletoday.co.uk/News/25...to_Capita.aspx

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.

Mark in Essex · 21-05-2013, 14:19

That was one of the reasons I preferred O2 and Vodafone to the rest of the operators as many of my friends were on other networks and did not get through to somebody for over an hour at some times where as I always got through within 5 mins.

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.

The Lord Lucan · 21-05-2013, 17:10

Well this can't be good. At least the network is improving, slowly.

Everything Goes · 21-05-2013, 17:33

Some more information:

Quote:

Up to 600 people will be made redundant and over 3,000 will transfer to Capita with no guarantees on their terms, conditions or job security. In total 3,670 jobs are affected. CWU has asked o2 to reconsider and is concerned that pay rates will fall to £7 an hour.

CWU has been told the work will transfer from 1st July 2013 giving just 41 days notice - the usual period for such a large number of jobs has been 90 days. Staff are due to be told this morning. O2 work was off-shored to South Africa last year where Capita has operations.

CWU understands that Capita will take charge of the four sites, either buying them or taking on existing leases. Some staff will remain working for o2 at these sites while many will transfer under TUPE arrangements. Staff transferring per site are:

Bury: 927 staff

Glasgow: 811 staff

Leeds: 1,038 staff

Preston Brook: 1,095 staff

http://www.cwu.org/o2-outsourcing-de...-says-cwu.html

*MikeB* · 21-05-2013, 17:48

I feel sorry for the staff. Imagine going from working for O2 to......Capita. No thanks!

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?

ForestChav · 21-05-2013, 22:17

They will probably TUPE everyone over

carguy143 · 21-05-2013, 22:49

Quote:

Originally Posted by ForestChav

They will probably TUPE everyone over

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.

The Lord Lucan · 21-05-2013, 23:04

CWU union claims O2 call centre workers 'betrayed' - BBC
http://www.bbc.co.uk/news/uk-scotlan...iness-22607973

cockney · 22-05-2013, 13:12

Quote:

Originally Posted by Everything Goes

Some more information:

http://www.cwu.org/o2-outsourcing-de...-says-cwu.html

I am one of those in Leeds affected, i have applied for VR

Everything Goes · 22-05-2013, 13:37

Quote:

Originally Posted by cockney

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

huwdw · 22-05-2013, 13:57

Quote:

Originally Posted by Everything Goes

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.

cockney · 22-05-2013, 14:13

Quote:

Originally Posted by huwdw

VR might come with a nice severance package.

It does

cockney · 22-05-2013, 14:13

Quote:

Originally Posted by Everything Goes

Thats a shame. You could always stay till you find something better instead of taking voluntary redundancy I guess. Good luck

Thank you

Thine Wonk · 22-05-2013, 20:29

I would have thought you would get more out of your staff if you employed them directly and had a dedicated team. It's a shame they are outsourcing the lot, Vodafone went offshore a while ago and I know some O2 teams are now offshore, possibly more will go offshore in the future.

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.

Everything Goes · 31-05-2013, 00:54

More bad news for O2 staff as there will be a lot more redundancies secretly planned by Capita.

Quote:

Capita and O2 signed a deal last week, which will see more than 3,700 jobs transferred to the outsourcing firm with call centres in Bury, Glasgow, Leeds and Warrington. A report in this morning's Daily Telegraph said documents revealed Capita plans to retain only 1,370 of the 3,700 staff by the end of 2015. The document said it plans to break leases at sites in Bury and Glasgow and also cut jobs at its Dearne Valley and Leeds sites.

http://www.mobiletoday.co.uk/News/25..._of_staff.aspx

Thine Wonk · 31-05-2013, 07:46

2,300 staff going then, that's a huge number.

Glowbot · 31-05-2013, 07:56

Capita? One of the most awful companies Ive ever delt with, in every facet.
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.

Comedykev · 31-05-2013, 09:22

Quote:

Originally Posted by Glowbot

Capita? One of the most awful companies Ive ever delt with, in every facet.
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.

Ray266 · 31-05-2013, 17:42

Not good news for o2 staff I feel sorry for them all the good work they have took building up the brand, Telefonica should be ashamed but my guess is they won't be

flagpole · 31-05-2013, 17:52

O2's broadband customer service has always been excellent. And when I last spoke to one of them he said he worked for capita.

Everything Goes · 03-06-2013, 16:39

The CWU are balloting workers for strike action. The result of the ballot is due on 18 June.

http://www.mobiletoday.co.uk/News/25...tsourcing.aspx

wavejockglw · 03-06-2013, 18:52

It's never good news when UK jobs are under threat but to get things into perspective it's market forces that demand companies evolve, adapt or perish.

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.......

*MikeB* · 03-06-2013, 18:58

Quote:

Originally Posted by wavejockglw

It's never good news when UK jobs are under threat but to get things into perspective it's market forces that demand companies evolve, adapt or perish.

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.

moox · 03-06-2013, 19:02

Quote:

Originally Posted by *MikeB*

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.

21-05-2013, 13:22	#1
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	O2 is to outsource all of its call centre operations to Capita O2 looking to cut costs... http://www.mobiletoday.co.uk/News/25...to_Capita.aspx

21-05-2013, 13:25	#2
enapace Forum Member Join Date: Mar 2013 Posts: 4,249	Quote: Originally Posted by Everything Goes O2 looking to cut costs... http://www.mobiletoday.co.uk/News/25...to_Capita.aspx 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.

21-05-2013, 14:19	#3
Mark in Essex Forum Member Join Date: Mar 2005 Posts: 3,644	That was one of the reasons I preferred O2 and Vodafone to the rest of the operators as many of my friends were on other networks and did not get through to somebody for over an hour at some times where as I always got through within 5 mins. 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.

21-05-2013, 17:10	#4
The Lord Lucan Forum Member Join Date: Apr 2005 Location: Scotland Posts: 4,966	Well this can't be good. At least the network is improving, slowly.

21-05-2013, 17:33	#5
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	Some more information: Quote: Up to 600 people will be made redundant and over 3,000 will transfer to Capita with no guarantees on their terms, conditions or job security. In total 3,670 jobs are affected. CWU has asked o2 to reconsider and is concerned that pay rates will fall to £7 an hour. CWU has been told the work will transfer from 1st July 2013 giving just 41 days notice - the usual period for such a large number of jobs has been 90 days. Staff are due to be told this morning. O2 work was off-shored to South Africa last year where Capita has operations. CWU understands that Capita will take charge of the four sites, either buying them or taking on existing leases. Some staff will remain working for o2 at these sites while many will transfer under TUPE arrangements. Staff transferring per site are: Bury: 927 staff Glasgow: 811 staff Leeds: 1,038 staff Preston Brook: 1,095 staff http://www.cwu.org/o2-outsourcing-de...-says-cwu.html

21-05-2013, 17:48	#6
MikeB Forum Member Join Date: Jul 2000 Posts: 4,807	I feel sorry for the staff. Imagine going from working for O2 to......Capita. No thanks! 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?

21-05-2013, 22:17	#7
ForestChav Forum Member Join Date: Jul 2006 Location: Nottingham -You lost the game! Posts: 31,738	They will probably TUPE everyone over

21-05-2013, 22:49	#8
carguy143 Forum Member Join Date: Sep 2005 Location: Leyland Posts: 1,971	Quote: Originally Posted by ForestChav They will probably TUPE everyone over 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.

21-05-2013, 23:04	#9
The Lord Lucan Forum Member Join Date: Apr 2005 Location: Scotland Posts: 4,966	CWU union claims O2 call centre workers 'betrayed' - BBC http://www.bbc.co.uk/news/uk-scotlan...iness-22607973

22-05-2013, 13:12	#10
cockney Forum Member Join Date: Nov 2001 Location: Leeds Posts: 1,003	Quote: Originally Posted by Everything Goes Some more information: http://www.cwu.org/o2-outsourcing-de...-says-cwu.html I am one of those in Leeds affected, i have applied for VR

22-05-2013, 13:37	#11
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	Quote: Originally Posted by cockney 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

22-05-2013, 13:57	#12
huwdw Forum Member Join Date: Mar 2000 Location: St Albans Posts: 638	Quote: Originally Posted by Everything Goes 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.

22-05-2013, 14:13	#13
cockney Forum Member Join Date: Nov 2001 Location: Leeds Posts: 1,003	Quote: Originally Posted by huwdw VR might come with a nice severance package. It does

22-05-2013, 20:29	#15
Thine Wonk Forum Member Join Date: Mar 2009 Posts: 14,577	I would have thought you would get more out of your staff if you employed them directly and had a dedicated team. It's a shame they are outsourcing the lot, Vodafone went offshore a while ago and I know some O2 teams are now offshore, possibly more will go offshore in the future. 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.

31-05-2013, 00:54	#16
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	More bad news for O2 staff as there will be a lot more redundancies secretly planned by Capita. Quote: Capita and O2 signed a deal last week, which will see more than 3,700 jobs transferred to the outsourcing firm with call centres in Bury, Glasgow, Leeds and Warrington. A report in this morning's Daily Telegraph said documents revealed Capita plans to retain only 1,370 of the 3,700 staff by the end of 2015. The document said it plans to break leases at sites in Bury and Glasgow and also cut jobs at its Dearne Valley and Leeds sites. http://www.mobiletoday.co.uk/News/25..._of_staff.aspx

31-05-2013, 07:46	#17
Thine Wonk Forum Member Join Date: Mar 2009 Posts: 14,577	2,300 staff going then, that's a huge number.

31-05-2013, 07:56	#18
Glowbot Inactive Member Join Date: Mar 2010 Posts: 14,002	Capita? One of the most awful companies Ive ever delt with, in every facet. 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.

31-05-2013, 09:22	#19
Comedykev Forum Member Join Date: May 2006 Location: London Posts: 490	Quote: Originally Posted by Glowbot Capita? One of the most awful companies Ive ever delt with, in every facet. 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.

31-05-2013, 17:42	#20
Ray266 Forum Member Join Date: Sep 2007 Location: Leeds Posts: 2,477	Not good news for o2 staff I feel sorry for them all the good work they have took building up the brand, Telefonica should be ashamed but my guess is they won't be

31-05-2013, 17:52	#21
flagpole Inactive Member Join Date: Jan 2003 Posts: 43,524	O2's broadband customer service has always been excellent. And when I last spoke to one of them he said he worked for capita.

03-06-2013, 16:39	#22
Everything Goes Forum Member Join Date: Mar 2002 Location: In the future.... Posts: 11,259	The CWU are balloting workers for strike action. The result of the ballot is due on 18 June. http://www.mobiletoday.co.uk/News/25...tsourcing.aspx

03-06-2013, 18:52	#23
wavejockglw Inactive Member Join Date: Oct 2002 Location: Glasgow Posts: 10,276	It's never good news when UK jobs are under threat but to get things into perspective it's market forces that demand companies evolve, adapt or perish. 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.......

DS Forums

O2 is to outsource all of its call centre operations to Capita

03-06-2013, 18:58	#24
MikeB Forum Member Join Date: Jul 2000 Posts: 4,807	Quote: Originally Posted by wavejockglw It's never good news when UK jobs are under threat but to get things into perspective it's market forces that demand companies evolve, adapt or perish. 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.

03-06-2013, 19:02	#25
moox Forum Member Join Date: Oct 2004 Posts: 14,645	Quote: Originally Posted by MikeB 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.