on 11-05-2018 12:10
on 11-05-2018 16:32
on 11-05-2018 16:32
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!
11-05-2018 22:42 - edited 11-05-2018 22:44
@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