BA risks fresh row over plans to close UK call centres

FILE BRITAIN BRITISH AIRWAYS H1N1 FLUBritish Airways is risking a new customer backlash following last weekend’s outage – which saw tens of thousands of passengers stranded at airports – after it was revealed that the company could ditch its UK contact centres and move them overseas.
While many major UK firms have brought their call centres back to the UK over concerns raised by customers, the airline says it in talks with Capita to outsource two its call centres in Manchester and Newcastle in a bid to cut costs.
The airline’s centres employ around 1,400 people. In a statement, the IAG-owned airline said it was talking with Capita but added that “no decision has been made”.
“To ensure we can offer the highest standards of service to customers, taking advantage of the latest developments in technology, we are conducting a review of our global call centre operations,” a British Airways spokesman said.
“As part of this review we are talking with Capita about the services they provide, however no decision has been made.”
BA’s cost-cutting efforts have come under fire ever since its IT failure over the bank holiday weekend, which has been blamed on its cost-cutting programme.
According to a report in The Times, the incident likely concerned a so-called uninterruptable power supply, which is designed to deliver a smooth flow of power from the main with a fall-back to a battery-powered back-up and a diesel generator.
The firm claims the supply of power to a key data centre was lost and an uncontrolled reboot of the system subsequently shut down the entire system.

Related stories
Vodafone pledges to invest £15m in UK call centres
HomeServe appoints Big Issue-backed call centre

Print Friendly