Falkirk, Scotland, Aug 15, 2018 -- Thomas Cook is to outsource its contact centre operation in Falkirk from October.
As part of the agreement, all 300 staff will keep their jobs and remain in their current premises.
Cook has partnered with French customer experience and business process outsourcer Webhelp to run the contact centre.
The travel provider says the agreement is consistent with its strategy to "streamline operations". It follows a partnership with Expedia for the online travel agent to provide Cook’s booking platform for city break and hotel-only sales.
A larger contact centre at its headquarters in Peterborough will remain under Cook’s management, a spokesman confirmed.
The Falkirk contact centre underwent a refurbishment in 2016. It has been based in the Scottish town since 1997.
Ingo Burmester, chief of UK source market, Thomas Cook, said: "By using the expertise of a provider like Webhelp for our contact centre in Falkirk, we can keep improving our service while focusing our business where we can create the most value for our customers."
David Turner, chief executive officer Webhelp UK, said: "We’re delighted to have been selected to help deliver world class customer experience for Thomas Cook’s holiday customers and proud that our record of excellence in customer service, technology and IT capability and long term commitment to Falkirk made us the right partner for the brand."
Posted by Veronica Silva Cusi, news correspondent
About Thomas Cook:
Thomas Cook Direct is a travel company employing over 16,000 staff and operating throughout a network of 1,050 locations in the UK and overseas carrying over 3.5 million passengers a year.
Webhelp is a Paris-based international customer relationship management group.
Published: Thursday, August 16, 2018
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