News : Eir to ‘Insource’ 950 Jobs After it Ends Call Centre Contract
Dublin, Ireland, Sept 12, 2018 -- Eir is taking the contract for its call centre back inhouse in a move that will bring 950 outsourced staff back into the company fold.
It has decided to end the contract with HCL Technologies, the Indian company that operates its call centres from facilities in Dublin, Cork and Limerick. HCL staff in India also work on the contract. It will continue to run Eir’s webchat system and provide certain back-office functions.
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The termination of the deal comes after the telco, which was taken over this year by French investors, had been in discussions with the Indian contractor for several months over poor standards of customer service. Eir’s management was particularly concerned that some customers became frustrated dealing with HCL, and so would go around the call centre to contact Eir directly anyway.
Staff at HCL were informed by management of the proposed move to bring their roles back inhouse at Eir. The majority of those affected will either have to relocate out of Dublin to other facilities, or take redundancy.
It is understood that Telephone House, a Dublin inner city complex occupied by HCL with about 650 workers on the call centre, will be shut by early 2019 and the staff there offered roles working for Eir elsewhere.
Posted by Veronica Silva Cusi, news correspondent
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Eircom Limited, trading as Eir, is a fixed, mobile and broadband telecommunications company in Ireland, and a former state-owned monopolist. It is the largest telecommunications operator in the Republic, with a division to service the business & corporate telecom markets in Northern Ireland and Britain. As Bord Telecom Éireann, the company was state-owned until 1999, when it was floated on the Irish and New York Stock Exchanges.
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