Contact Center Solutions Featured Article

October 09, 2012

UK's Talk Talk to Undertake Call Center Reorganization

By Tracey E. Schelmetic

TMCnet Contributor

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

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