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News : Staff at InterContinental Hotels Group, Brierley Hill, “Crushed

#contactcenterworld, @ihg

Birmingham, UK, Jan 24, 2017 -- Union bosses say workers at a hotel chain in Brierley Hill have been left "crushed" at plans to move their jobs to Europe.

More than 100 jobs are believed to be under threat at the InterContinental Hotels Group call centre off Dudley Road

Workers are currently being consulted on the plan to relocate call centre services to Portugal - the GMB told the News.

Amanda Gearing, senior organiser for the GMB Birmingham and West Midlands region, said: "This is terrible news – the staff affected are absolutely crushed.

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"They have families and lives in the West Midlands – they can’t be expected to up sticks and move to Portugal."

She said staff at the InterContinental Hotels Group have been told their jobs are moving because the Brierly Hill site has the "highest cost globally compared to similar operations".

An IHG spokesperson said a consultation with staff was under way at the Brierley Hill site about the plan to change "to a new provider in Europe with a higher number of native speakers" which is aimed at improving "operational efficiencies" across central reservation services.

Concerned at the news - Dudley South MP Mike Wood said he has spoken to IHG and the move appears to be related to plans to transfer call centre services from an existing provider in Bucharest to a new provider in Lisbon.

He stressed the proposed changes "have absolutely nothing to do with Brexit" and said: "It's obviously terrible news for the people involved.

"I'm seeing what can be done with Jobcentre Plus and businesses in the Black Country which have sizeable call centres based here to see whether they can look at taking on some of the staff who will lose their jobs - assuming those proposals are carried out - and what can be done to support them to find new work.

"Anything I can do to help with individual cases I obviously will."

#contactcenterworld, @ihg

Posted by Veronica Silva Cusi, news correspondent

About IHG:
Company LogoIHG is an international hotel company whose goal is to create Great Hotels Guests Love. We have more guest rooms than any other hotel company in the world - that's rooms in more than 4,150 hotels across nearly 100 countries. Our guests book over 160 million stays in IHG hotels every year. You can depend on our 7 great brands for a hotel that suits your travel needs or tastes. We also provide Priority Club Rewards - the world's largest hotel loyalty program.
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Published: Thursday, January 26, 2017

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2020 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
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