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News : Hundreds of Jobs in Jeopardy at Cardiff Call Centre Webhelp

#contactcenterworld, @webhelpuk

Cardiff, Wales, April 25, 2019 -- Around 250 workers face redundancy from a Cardiff call centre.

Staff at Webhelp's office at Hodge House on St Mary Street claim they face redundancy with around 250 jobs are thought to be affected.

One member of staff, who did not want to be named, said they were told the news on Tuesday.

"A manager phoned me and told me the news. I was shocked and confused as it was out of the blue.

"There has been no communication prior to this. They haven't said when we will lose our jobs.

"A lot of the staff have worked extra hours, which we are still owed money for."

The member of staff said those affected handle calls for Sainsbury's but that this will be moving to Webhelp's office in Glasgow.

The worker added: "I have a mortgage and bills to pay for. My partner relies on me so now I am extremely worried. All we are asking for is some clarity on the situation."

According to its website, Webhelp is a customer experience outsourcing company. It has 17,500 employees in 33 centres across the UK, Europe and North Africa. In 2016, it created 120 jobs in Cardiff.

A manager who works at the Cardiff office but did not want to be named said: "I have worked here for a number of years and even I am being affected by this.

"At the moment we haven't been told much so it's all in the air."

A spokesperson for Webhelp said: "Following a recent review, we have identified more efficient ways of working across our sites which may affect some employees at our Cardiff office.

"However, we have reassured our employees there that we remain committed to our Cardiff location and continuing our strong record of redeployment."

Webhelp said it was unable to elaborate further.

Sandra Busby, managing director of the Welsh Contact Centre Forum, said: "While we can’t comment on speculation concerning specific companies, the contact centre sector has a strong record of helping people facing redundancy in remaining in the industry.

"As the industry body for contact centres in Wales, we’ll always do all we can to ensure that anyone who wants to is able to continue to build a rewarding career in the sector, whether that’s through identifying opportunities at other companies, putting on jobs fairs or training.

"We’re currently in the early stages of our 2019 employment survey with member companies which tracks workforce across Wales. Despite redundancies at individual businesses, with growth at indigenous firms and inward investments from centres like Monzo and Which, indicators are that we’re still seeing growth in the numbers employed in contact centres across Wales."

#contactcenterworld, @webhelpuk

Posted by Veronica Silva Cusi, news correspondent

Source: https://www.walesonline.co.uk


About Webhelp:
Company LogoWebhelp is a Paris-based international customer relationship management group.
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Today's Tip of the Day - Simplicity, Simplicity, Simplicity!

Read today's tip or listen to it on podcast.

Published: Friday, April 26, 2019

Printer Friendly Version Printer friendly version

2022 Buyers Guide SaaS Solutions

 
1.) 
CrankWheel

CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

Features:
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)

2.) 
enthu.ai

We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.
 

About us - in 60 seconds!

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