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News : TDC Outsources 800 Customer Service Jobs
Copenhagen, August 6, 2014 -- The American service company Sitel is taking over some of the customer support functions at TDC.
The outsourcing means that one out of every ten TDC customer support employees – 800 people in all – will be working for a new boss by autumn.
"This is the most comprehensive outsourcing in the group’s history, and it has been important for us to ensure that employees have maximum confidence in the process," TDC head Jens Aaløse said in a statement. "That confidence has been achieved through the agreement with Sitel."
The 800 TDC employees will be under Sitel’s auspices starting on October 6. They currently work from offices in Copenhagen, Aarhus and Sønderborg, but the Copenhagen and Aarhus jobs will all be moved to either Sønderborg or London and around 150 of the positions will be located in London by the end of 2015, according to TDC.
Savings will go to training
The agreement will cut TDC’s customer support costs. The company said that part of the savings will go to training programs for its remaining employees.
"The agreement with Sitel provides excellent support functions and simultaneously releases the resources that make it possible for us to provide significantly better customer service," Aaløse said.
The terms of employment for the affected employees will remain the same for the moment, according to the statement.
One of Sitel’s stated goals in taking over from TDC is to significantly reduce the waiting time for telephone support.
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.
TDC A/S (formerly Tele Danmark) is a Danish telecommunications company dating back to 1879. As of today, TDC is the largest telephone company in Denmark with approx. 8.9 million customer relations (2010) within telephony, broadband, and television.
Published: Friday, August 8, 2014