News : Coventry Connections Lays Off 60 Call Centre Employees, Blames Uber
Ottawa, Canada, June 23, 2016 -- Coventry Connections is laying off 60 workers at its Ottawa call centre — and the taxi dispatch company is laying the blame upon the forthcoming legalization of Uber.
A call centre in the Philippines will now be used for the majority of the over-the-phone taxi booking, Coventry president and CEO Hanif Patni told CBC News Thursday evening.
"Our local call takers were very important to us. But we cannot continue to operate like this anymore. The world has changed," Patni said.
"The decisions that have been made by the bureaucrats have left us with less revenue and more costs. And we've got to adapt."
2018 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BERLIN - ORLANDO - MACAOFIND OUT MORE!
Ottawa city council voted in April to legalize Uber and other ride-hailing services under a new licensing category that will come into effect in the fall.
The layoff notices began going out a month ago, Patni said. In addition to the call centre employees, about a dozen administrative staff have lost their jobs since council's decision in April, said Patni.
A small team of Ottawa-based employees will remain at the call centre to help the Philippine workers book rides, he added.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Assisted Transfers
More Editorial From Coventry Connections
About Coventry Connections:
Coventry Connections operates a number of taxi fleets using a single call-center – ZipTrack, and a single account billing and driver payment operation – Taxitab.
Published: Monday, June 27, 2016
TTEC (NASDAQ: TTEC) is a global customer experience company that designs, builds and operates captivating omnichannel customer experiences on behalf of the world's most innovative brands. Founded in 1...
|Horizon Contact Centers|
Horizon is an on demand international Contact Center and (BPO) Company.
|Blue Ocean Contact Centers|
We thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection o...
For over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing s...