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

E-value International to Launch in Thriving Romanian Contact Center Market

According to a recent article published by The Diplomat, E-value International (EI) has opened a call center in Romania. The new facility is the latest addition to a growing contact center market in the country. [ Read More ]
03/31/2015

Satmetrix Finds Costco, USAA, Amazon.com and Apple Rank Highest for Customer Loyalty

Obviously one of the most important metrics for answering the question, "so how are we doing?" when it comes to providing compelling customer experiences is customer loyalty. In fact, measuring customer loyalty in general and against competitors is critical. In a world where alternatives are always a click away, and where customer acquisition costs are much higher than retaining existing ones, reducing churn and having permission to upsell is huge. [ Read More ]
03/31/2015

Report: Customer Service a Primary Concern for Consumers, Businesses

In the latest report from The Economist Intelligence Unit, "Creating a seamless retail customer experience," it asked consumers what exactly they want in their customer service and asked companies how they felt they deliver positive service through new technologies. [ Read More ]
03/30/2015

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!