An announcement that appeared in the Daily Telegraph this week shows the pressure the main mobile networks are under financially as they go the outsourcing route again to India and South Africa.
Unfortunately, it is simply the user that will suffer in the long run as call waiting times increase.
The article also says:
Meanwhile, a Capita call centre in Cape Town that already handles a small proportion of O2 customer service will be expanded from 200 staff currently to 660 in 2015. A Capita centre in India offering support via web chat will also be expanded as part of plans to discourage customer calls, known as “contact deflection”.
Overall, it is planned that the staff of more than 5,800 worldwide currently serving O2 customers will be cut to fewer than 3,000 at the end of Capita’s contract in 10 years.
That is quite a frightening cut back in service levels.
Whereas Telecom Plus here in the UK is more than doubling is HO footprint and customer care staff to cope with ever more increasing demand for its range of award winning services.
This growth is reflected in the record share price delivered this past week as The City continues to sound its approval. http://www.sharesmagazine.co.uk/news/telecom-plus-both-weird-and-wonderful
The range of services on offer to both the business user and home user continues to deliver value for money. More here: www.go-fast.co.uk
A further comment can be found here on the impact of the year end results:
Filed under: Business Impact, Combyne Group Update, Mobile phones, News | Tagged: best buy, business, Capita, Combyne Group, FTSE 250, Mobile phones, O2, outsourcing, Share price, Utility Warehouse | 3 Comments »