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News : Jobs at Risk for Exeter as Outsourced Flybe Call Centre Set to Move
Exeter, UK, Aug 25, 2015 -- Roughly 100 jobs in Exeter are believed to be at risk under plans to relocate the contact centre which handles calls for Flybe.
The airline outsourced its call centre operation to Sitel in 2013 in a deal which saw around 60 staff transfer to the company’s base in Dix’s Field.
But now staff working there are understood to be facing redundancy as a result of a cost-cutting drive by Flybe.
A source close to the workforce at Sitel in Exeter said: "People are upset and angry because they have rent and bills to pay and now they are being made redundant. Flybe is a local airline and they are taking the call centre abroad. Customers like to speak to people they can understand.
"Some of the people affected are being made redundant in November and some will be there until February."
Flybe has declined to confirm how many jobs are affected by the move or where the contact centre will be based in future.
A spokeswoman for the Exeter-based airline said: "Flybe can confirm it is proposing to move its customer contact centre that has been outsourced to Sitel for the past three years.
"The airline is working very closely with Sitel to ensure the smooth transition to a new location and to ensure that its customers continue to receive the same high quality customer service they have come to expect.
"It is anticipated that the move will be completed by February 1, 2016.
"This is a strategic decision based solely on reducing operating costs and is in no way a reflection on the service that Sitel has provided to the airline from its Exeter offices."
Sitel has yet to respond to a request for comment.
It is not yet clear whether the Flybe call centre is moving to another Sitel location or a different outsourced provider.
In January 2013, around 60 staff transferred from Flybe to Sitel after the airline outsourced its call centre operations. The workers moved from Flybe’s headquarters at Exeter Airport to Sitel’s base in Dix’s Field, which also handles customer enquiries for firms including John Lewis.
Jonathan Breedon, Flybe’s director of customer services, said at the time: "Flybe’s decision to outsource our call centre function to Sitel at their Exeter-based facility is good news for our staff, our customers and the company.
Posted by Veronica Silva Cusi, news correspondent
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As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With 30 years of industry experience, Sitel’s 56,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation.
Flybe is a British low-cost regional airline based in Exeter, and the largest regional airline based in Europe.
Published: Wednesday, August 26, 2015