Posted On April 26th, 2013
Rumours are rife that O2 are to outsource the vast majority of their call centres in what would be one of the biggest ever deals in contact centre outsourcing. The situation is unclear but the grapevine suggests that O2 has shortlisted major providers, Capita & Serco as the preferred partners for the bid.
The rumours have let The Communication Workers Union to seek clarification from O2 about their plans. After reports were leaked in The Sun newspaper, the union announced that they would oppose any outsourcing of jobs to a third party organisation. O2 already have some outsourcing in place including operations in India but it is unclear whether this current plan involves domestic or offshore outsourcing. Internal rumours suggest that the deal would involve the outsourcing partner taking over existing O2 locations within The UK. The union have released the following statement:
'The Communications Workers Union (CWU) has heard an emergency motion at its telecoms conference calling on the Telecoms Executive to oppose any outsourcing of call centre jobs. This follows a report in The Sun newspaper that O2 was considering outsourcing hundreds of call centre workers to Capita. The CWU called for clarity from O2 to avoid further damaging and distressing rumours for members.'