News : Hundreds of Manchester Call Centre Jobs Saved After British Airways Grounds Outsourcing Plans
Manchester, UK, March, 2018 -- Hundreds of Manchester call centre jobs have been saved after British Airways (BA) grounded its outsourcing plans.
Around 350 staff employed at the east Didsbury site will stay as part of an investment in new technology by the airline.
It comes after nine months of talks between BA and London-based Capita over a deal that would have seen the airline's call centres in Manchester and Newcastle, which employs 750 staff, outsourced elsewhere.
Alex Cruz, BA's chairman and chief executive, said: "I am pleased that following a very detailed review, we are planning to retain both of our long-standing UK call centres in Newcastle and Manchester.
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"We have highly experienced and knowledgeable teams in both cities, and by modernising how we work as well as introducing new technology we can ensure we offer the very best service to our customers."
BA is also planning to retain a further 900 people in its existing call centre operations in Germany, Hong Kong and India.
It is also planning to open a new centre in Cape Town, which will be operated by a 'specialist third-party'.
The union Unite welcomed the decision.
Oliver Richardson, national officer for civil air transport, said: "We are very pleased that, working with the BA management, we have been able to make the strong case customer services are best served by the centres remaining within BA.
"This will give reassurance for the future to our members at Manchester and Newcastle. This decision has come about without any loss in pay and terms and conditions for the workforce, although we are working closely with the company to implement mutually agreed efficiency savings.
"More generally, I think there is a new mood across business and other organisations in the UK that, following the recent Carillion debacle, outsourcing is not necessarily the best option if you wish to develop your business successfully - and keep the customers happy."
BA's decision to retain its Newcastle and Manchester call centres will go ahead subject to a vote by staff at the two facilities.
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, April 3, 2018