News : British Airways May Outsource Call Centre Jobs After Suffering Bank Holiday IT Meltdown
London, UK, June 13, 2017 -- Its Bank Holiday meltdown, which saw hundreds of flights cancelled, was blamed by some on outsourcing. But British Airways has doubled down on its cost-cutting measures, with news that the 9.5m annual calls to British Airways call centres in Newcastle and Manchester are in line to be outsourced to the services company Capita, affecting more than 1,000 jobs.
In a trading update before its AGM this morning, Capita said: "We have entered a period of exclusive engagement with British Airways to explore forming a potential partnership to support its global customer contact operations."
While no contract has yet been signed, the move is aligned with the outsourcing strategy adopted by IAG, BA’s holding company. Since it was set up by BA and Iberia in 2011, the firm has been shedding non-core activities.
Sponsor message - content continues below this message
Employee Engagement Awards NOW OPEN!
Enter your center,and compete for this prestigious award to attract new staff and show investors and customers you are #1 in your nation!!
Content continues ….
Over the May Bank Holiday weekend, a collapse of the airline’s IT system led to hundreds of cancelled flights which affected tens of thousands of passengers. BA rejected union accusations that outsourcing played a part in the fiasco.
The largest centre is at Newcastle Business Park, where British Airways has around 750 staff. The Manchester call centre employs around 350 people. In addition, BA has a Delhi-based call centre, which is not under discussion at present.
British Airways told The Independent: "To ensure we can offer the highest standards of service to customers, taking advantage of the latest developments in technology, we are conducting a review of our global call centre operations.
"As part of this review we are talking with Capita about the services they provide."
Today's Tip of the Day - Do Your Agents Have All The Right Tools?
More Editorial From Capita
Outsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved customer services Supported by our extensive capabilities Comprehensive range of expertise and resources Extensive business centre network Flexible, efficient service agreements and delivery models - onshore, nearshore and offshore
About British Airways:
British Airways is a full service global airline, offering year-round low fares with an extensive global route network flying to and from centrally-located airports.
Published: Wednesday, June 14, 2017
Telecontact - is an outsourcing contact center. Telecontact started it's operations in 1999 among first outsourcing call centers in Russia. Now the company operates a distributed contact center sy...
|REACH for Telecom|
Reach is a Palestinian contact center for outsource telecommunications. Established in 2009, Reach is a member of PALTEL companies, offering performance-driven services, through multi-communication ch...
Talkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily ada...
Atento is one of the largest employers in Brazil, recognized in the country and the world as one of the Best Workplaces by the Great Place to Work Institute. The company has operations in six major Br...