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Three's Glasgow based staff to be outsourced to Capita


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Old 21-09-2016, 01:02
Everything Goes
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Three's Glasgow based team will find their contracts out sourced to Capita starting in 2017. However Capita are well know for treating employees badly. Just ask former O2 staff....

http://www.theregister.co.uk/2016/09...aff_to_capita/

http://www.theregister.co.uk/2013/05...641.1470737354

http://www.channelregister.co.uk/201...lery_canteens/

http://www.mobiletoday.co.uk/news/in...ll-centre.aspx
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Old 21-09-2016, 05:29
Thine Wonk
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Front line customer service for mobile broadband and sales aparrently, we should remember that Three's non sales and customer support staff are in Maidenhead and that most customer service is already offshore and contracted.
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Old 21-09-2016, 14:27
Aye Up
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Front line customer service for mobile broadband and sales aparrently, we should remember that Three's non sales and customer support staff are in Maidenhead and that most customer service is already offshore and contracted.
Its a shame though is it not?

Thats not to say the offshore component are incapable, TBF to Three they have spent a great deal of time and money investing in their India operations. No longer being the robots they were when they first launched, can actually understand the quirks of British English rather well, at least in comparison to BT......
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Old 22-09-2016, 23:27
jonmorris
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The problem for the Indian call centre staff was that they were/are given next to no authority to do anything regarding tariffs. That always needs to be escalated to a UK team, which they're often reluctant to do because I'm assuming they're told not to do it too willingly.

For routine enquiries, they're fine. But most if that can be done via My3, social media or Facebook/Three's website.
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Old 22-09-2016, 23:50
CheshireBumpkin
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The problem for the Indian call centre staff was that they were/are given next to no authority to do anything regarding tariffs. That always needs to be escalated to a UK team, which they're often reluctant to do because I'm assuming they're told not to do it too willingly.
I'll bet there are service credits and penalties built in to the contract too, so that Crapita get 'fined' every time a call has to go back to the UK. I can imagine hell will freeze over before they'll route a call back to the UK unless it's totally unavoidable.
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