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Why are none of the 02 contact services working??

Whitworth144
Level 1: Joiner
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Registered:

What's going on?

Message 1 of 12
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Chattymuch
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Registered:

Phone lines are down at o2.

 

Not all the call centres are outsourced from the UK

Customer services are in South Africa and the UK

Not sure why you think there is a call centre in Poland?

The majority of other o2 services like retentions/repairs etc... are in the UK

And i can assure you we dont get paid £10 an hour!

I work for O2 but my comments and opinions posted here are solely my own and do not reflect those of Telefonica"
Message 11 of 12
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Anonymous
Not applicable

@Chattymuch wrote:

Phone lines are down at o2.

 

Not all the call centres are outsourced from the UK

Customer services are in South Africa and the UK

Not sure why you think there is a call centre in Poland?

The majority of other o2 services like retentions/repairs etc... are in the UK

And i can assure you we dont get paid £10 an hour!


Ok @Chattymuch I guess I should translate myself 😳

 

OK largely in South Africa. Capita Customer Management.

Capita are the outsourced company who have a ten year contract with O2 to provide Customer Contact Services.

who run this for o2 have contact centres in Poland and Mumbai

But not necessarily serving O2 customers yet.

 

as well as legacy tupe ones in the UK.

When a British company decides to outsource, it can't do so just by sacking everyone, they have to follow Transfer of Undertakings (Protection of Employment) legislation which mean the outsourcing company havev to take on the affected employees on the same employment terms & often taking over the day to day running of the site involved.

But being as the UK ones pay £10 an hour

I was approximating as the UK minimum wage ranges from £5.60 to £7.50ish per hour with 2nd tier/3rd tier, and collections earning more - sales and retentions will be OTE (on target) to earn even more.

and the Gauteng ones £10 a day

This speaks for itself. No minimum wage in SA.

you can see why the bulk of the cs contacts at 1st tier go to SA.

1st tier customer service contacts are the bulk of contacts - 1st tier will pass along or up to others tiers/depts as appropriate. 

Sending contacts to SA is far far cheaper both in terms of staffing but also buildings, and everything else involved for Capita & thus for O2

Message 12 of 12
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