News : Npower to Outsource Call Centres and Axe 1,000 Jobs
Nov 27, 2013 -- Energy provider Npower is to announce plans to outsource its call centre operation on Thursday, triggering hundreds of job cuts.
Insiders told The Telegraph that front-line call centre operations will be outsourced to a third party in the UK with the back-office operations off-shored to India.
The restructuring will impact 2,000 staff, but actual job losses will be kept to around 1,000 as the bulk of front-line workers are being transferred rather than being made redundant.
Union leaders fear the Npower call centre in Thornaby, near Middlesbrough, is "almost certain" to close. Outsourcing provider Capita is expected to take on the front line call centre work.
Neither Npower, the Unison or GMB union would comment. But emails from the company's HR manager to union leaders three weeks ago acknowledged the "coming months would be challenging for all parties, not least of all our people".
The restructuring will follow a string of cost-saving announcements from Npower since RWE - its German owner - earlier this month announced plans to axe 6,750 jobs across Europe and warned of lower than expected profis for 2013.
O2, the mobile phone operator, transferred its front line call centre staff to Capita in a ten year deal.
Posted by Veronica Silva Cusi, news correspondent
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npower is one of Britain’s largest energy suppliers and supplies gas, electricity and related services to 6.6 million customers across the UK.
Published: Wednesday, November 27, 2013