Post Office contact centre ditched from £500m deal

post office 2The company which provides contact centre services to the Post Office has had its contract terminated three years into a five-year, £500m deal amid claims of woeful performance levels.
The Post Office is currently undergoing a major transformation programme to turn itself into a commercially viable multichannel retailer, spearheaded by dyed-in-the-wool high profile marketers, chief commercial officer Martin George (formerly of British Airways) and chief marketing officer Pete Markey (who joined from RSA).
Outsourcing giant Capita provided contact centre services for Fujitsu, which won the mega contract in 2011. Under the deal, TalkTalk also delivers its network, while MDS runs advanced consumer billing.
But insiders claim Capita missed a number of service level agreements and has consequently had its contract terminated early.
HGS has now taken over the contract, and is expected to run its customer service and technical support. It is understood Capita is trying to relocate staff into other Capita contracts, although those unwilling to transfer over can either join HGS under TUPE regulations or face redundancy.
A spokeswoman from Capita told The Register: “Fujitsu and Capita have come to an agreement to terminate Fujitsu’s current contact centre services contract with Capita. We are consulting with affected employees about potential redeployment opportunities across the business.
“As part of our joint decision to terminate the contract, we are committed to delivering a high level of service to the client and will work together ensure a smooth transition.”

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