Contact Center Solutions Featured Article

UK's Talk Talk to Undertake Call Center Reorganization

October 09, 2012

UK home broadband and telephone service phone provider, TalkTalk has announced that it is planning a major reorganization of its call center operations. The Communication Workers Union (CWU), primary main trade union in the UK for telecom workers, is claiming that this call center reorganization will involve site closures, relocation of some work and some off-shoring of call center operations currently located in the UK.

London-based TalkTalk Telecom Group PLC is a company offers UK consumers and businesses pay television, telecommunications and Internet access services across the United Kingdom. It was founded in 2003 as a subsidiary of The Carphone Warehouse (News - Alert) and was demerged as a standalone company in March of 2010.

Under the reorganization plans, TalkTalk says it will close its sites in Stoke (News - Alert) Mandeville and Milton Keynes in 2013 - the Stoke Mandeville site shutting by February and Milton Keynes by Christmas 2013. Call center work from these sites will be relocated to unspecified locations in the North West, according to the company.

Talk Talk cut 218 call center jobs earlier this year when it closed its Northampton call center and outsourced the jobs to a location in Preston.  At the time, the company said its call center was receiving fewer calls than in the past, according to BBC News. The company also closed a facility in Waterford, Ireland in October of 2011, with the loss of over 570 jobs.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Sound Telecom Points out the Benefits of Multilingual Answering Service

One of the consequences of globalization is the homogenization of the world, which is responsible for companies delivering the same service in locations as diverse as South Africa and New Zealand. Another is accessibility to talent, so companies in Silicon Valley can hire engineers and computer scientists from India and elsewhere. This has resulted in the influx of foreigners in the vast majority of metropolitan cities around the world giving rise to multilingual communities. [ Read More ]
09/29/2014

Contact Center Solutions Week in Review: Capgemini on Shopper Journeys and Role of Social Media

A good way to characterize this week in the Contact Center Solutions Community is that there was a lot of sage advice to be gleaned. We also saw a projection as to how significant the cloud would be on contact center transformations and the fact that even Apple had its contact center a bit over-whelmed thanks to demand for the new iPhone 6s. [ Read More ]
09/27/2014

Contact Solutions Presents My:Time Customer Service Portal

Customers are not only demanding from their businesses that their brands offer multi-channel customer support experiences, they are also demanding that those experiences be fluid, and any deviation, anything the breaks up that user experience into unwanted pieces, can tarnish brands in their customers' minds. [ Read More ]
09/26/2014

Capgemini Report Finds Digital Consumer Engagement is Important and Growing, Questions Role of Social Media in Shopper Journeys

There is a constant drumbeat in support of omni-channel experiences when it comes to retailers looking to use the latest technology to seamlessly integrate the physical and virtual worlds to provide shoppers more compelling experiences. This is certainly an inexorable trend, but according to the release of the second edition of consulting firm Capgemini global report on such matters, "Digital Shopper Relevancy Report", there are some surprises that retailers literally and figuratively need to ta… [ Read More ]
09/26/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!