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]

No comment 

[jonsie]

So O2 will now be another Giffgaff?

[perksie]

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@jonsie wrote:
So O2 will now be another Giffgaff?

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That could have been the trial!

[Anonymous]

wtf is all i can say

[sheepdog]

I'll be a touch cynical about the move and say its more to do with the auto-enrollment of pensions that all large companies now have to offer. Thus: the less staff equals less pension committments in the future and dumps the responsibility onto someone else to deal with in the future i.e. savings are made by having less people to deal with.

The bigger question though, is Capita going to keep these jobs in the UK or eventually off-shore it after a couple of years which would be even worse for the current employees transferring over. BTW, a 20+ year deal to do the outsourcing sounds very weird to me if you wanted to save on costs: http://www.theregister.co.uk/2013/05/21/o2_outsourcing/

[Cleoriff]

This sort of decision (without thought for ALL their customers) drives me mad! It presumes we are all using Twitter....worse still, that we all are techno-savvy with our mobiles, tablets computers or whatever and that we have access to them!!

So in theory O2, NONE of your customers are in the 60+ age bracket?? Good grief, it was only 20 years ago that I managed to convince my parents that savings under the mattress was NOT a good idea! (though with hindsight......)

[jonsie]

I'm sure anyone on O2's payroll would see a drastic reduction in income should they transfer their services to Capita. They may save money but with the demise of broadband thrown in, it makes me wonder just how much trouble Telefonica is in.

[Anonymous]

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@Abs wrote:

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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

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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

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No sorry doesn't really help I'm not interested whether twitter is secure or not I wont use it.

Live/Guru chat is useless!

I also wont pay for a contract and have to do all the maintenance myself sounds like self service checkouts ridiculous and all I can say is I really hope it fails drastically and o2 change their minds over a stupid decision

Thanks

[Liquid]

I think this might be the killer for me if I'm honest.

O2 cannot even keep their own services safe from fraud now they claim to be moving some of it to twitter? A PUBLIC service, that is not progression haha.

No offense abs its not aimed at you personally but O2 don't do secure(at least not that I've seen).

Crapita is great for outsourcing you really save a lot of money and as well you save a lot of customer satisfaction (from happening!).

Ive said it enough times already but if you want to save money on customer service HIRE a few forums members to do it. Not only i imagine could we churn out resolutions much quicker than your live chat team we actually understand what the customer wants.

The age old argument of how to get customers to spend more money- surely its to listen to them shocker

[Anonymous]

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@Abs wrote:

We're going to ensure services through Twitter are completely secure before we initiate it. 

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Sorry Abs....O2 do not have a particularly good record when it comes to account security.....you know the thread I mean don't you ?