3700 Customer Service Jobs Going??

[jonsie]

Not good news for staff or customers if this is true!

Has to be said I'm pretty disgusted with O2 and really feel sorry for staff. 

http://www.mobiletoday.co.uk/News/25309/O2_to_transfer_up_to_3700_call_centre_jobs_to_Capita.aspx

[Anonymous]

By the delays already happening. God help us.

[perksie]

This paragraph gets me:

"O2 said it will also invest £31m into its digital service channels in response to a rise in customer use and a decline in calls to customer service centres. It said it is taking one million fewer calls per month compared to two years ago. As part of the changes, customers will be able to check their account details by tweeting, when a new service launches in the coming months."

I won't be using Twitter to check my account details thank you!

What on earth are they thinking?????

Call numbers are only falling because nobody can get through.

[Anonymous]

"O2 is to outsource all of its call centre operations to Capita in the face of declining customer calls."

So all the threads about time taken to get through to CS are all lies then?????

[jonsie]

Perhaps we on here are taking too much pressure off CS. There's already loads of complaints about getting through on the phone now, I can imagine the outcry in the future.

[Anonymous]

Twitter????? That public service!!! can't wait for my account details to be leaked all over that then!

[Anonymous]

This is outrageous what about people such as me who dont use twitter will see how it goes but may be time to move networks

[perksie]

All they really need to do is use a few CSAs in the forum (which they have done before but with little enthusiasm) to deal with account issues.

There problem solved with little cost and Twitter need not be involved at all.

[GPADI]

Think they may have sacked them already, been waiting for a 'live chat' for 30mins now....

[Abs]

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@Anonymous wrote:

This is outrageous what about people such as me who don't use twitter will see how it goes but may be time to move networks

---

We're going to ensure services through Twitter are completely secure before we initiate it. The £50m investment commitment to digital forms of customer service is not just through Twitter alone but is split into webchat, store transformation, self-serve technology, o2.co.uk development and Guru TV. Hope that helps!

Thanks

Abs