BA mulls outsourcing 1,000 call centre jobs

BA mulls outsourcing 1,000 call centre jobs
British Airways is reportedly considering outsourcing more than 1,000 UK-based call centre jobs as part of cost-cutting efforts.
The airline has asked third party outsourcers to bid to assess its call centres in Newcastle and Manchester, which employ a total of 1,400 people, with a view to delivering savings by shifting jobs offshore or cutting the number of people needed.
A BA spokesman told The Telegraph that the review of its call centres was to ensure it is using the latest technology to deliver effective customer service.
Any changes would be subject to consultation with staff and union representatives before decisions could be taken.
BA has invited external service suppliers to look at the airline’s contact centre business and submit proposals which could open the door to companies which are able to offer cost savings.
The carrier employs 900 people in its Newcastle customer service centre and a further 400 in Manchester.
The move to potentially offshore its operations risks setting the airline on a collision course with unions which could lead to industrial action.
Unite has called the review “a slap in the face” for BA’s call centre employees and urged the airline to keep its customer service in-house.


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