{"id":24702,"date":"2020-11-07T07:12:15","date_gmt":"2020-11-07T07:12:15","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=24702"},"modified":"2020-11-07T07:12:27","modified_gmt":"2020-11-07T07:12:27","slug":"three-uk-scrap-capita-call-centre-outsourcing-deal-2-years-early","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2020\/11\/three-uk-scrap-capita-call-centre-outsourcing-deal-2-years-early.html","title":{"rendered":"Three UK Scrap Capita Call Centre Outsourcing Deal 2 Years Early"},"content":{"rendered":"

Mobile operator Three UK<\/a> appears to have confirmed that its \u00a370m business process outsourcing contract with Capita, which was signed in late 2016 as part of a 7-year deal to improve sales and customer support (among other things), has been scrapped 2 years early following allegations of poor performance.<\/p>\n

Under the deal around 450<\/strong> customer service, sales and operational management staff were outsourced to Capita via a new call centre in Glasgow’s Skypark area. But according to The Register<\/a>, the deal with Capita did not result in many of the expected improvements and instead Three UK<\/a>’s call waiting times grew, while its first call resolution reduced and sales volumes declined.<\/p>\n

Back in August 2020 Ofcom<\/a>, the broadband and telecoms regulator, reported (here<\/a>) that Three UK<\/a> now had the worst call waiting times of any other mobile operator at an average of 2 minutes and 37 seconds. On top of that the regulator found that they also had the highest proportion of customers with a reason to complain (6%) and the lowest overall customer satisfaction (89%).<\/p>\n

Clearly something was going wrong and now the operator has decided to scrap their contract with Capita roughly 2 years early, which will bring some of the related roles back in-house (impacting up to around 100 people). The other positions, such as in sales and customer relations teams, will be outsourced to Tech Mahindra<\/strong> instead. Job losses are expected.<\/p>\n

A Spokesperson for Three UK said:<\/strong><\/p>\n

“Most of this work will move to Tech Mahindra, who already manage the majority of our contact call centre estate, with a proportion moving directly into Three and will be based at our existing Glasgow office.<\/p>\n

We’ll be working with Capita and Tech Mahindra to ensure a smooth transition of activities. Capita will secure redeployment opportunities for advisers wherever possible.”<\/p><\/blockquote>\n

Despite this the operator denied that the decision had been driven by poor performance and instead said that it was fuelled by a “desire to consolidate our operations with a single provider<\/em>.” Meanwhile a spokesperson for Capita added that they were “supporting and working closely with other colleagues who will be affected by this difficult decision and will be seeking redeployment opportunities for them wherever possible<\/em>.”<\/p>\n","protected":false},"excerpt":{"rendered":"

Mobile operator Three UK appears to have confirmed that its \u00a370m business process outsourcing contract with Capita, which was signed in late 2016 as part of a 7-year deal to improve sales and customer support (among other things), has been scrapped 2 years early following allegations of poor performance.<\/p>\n","protected":false},"author":1,"featured_media":21633,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[472,36,89,63],"class_list":["post-24702","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-business","tag-ofcom-regulation","tag-scotland","tag-three-uk"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nThree UK Scrap Capita Call Centre Outsourcing Deal 2 Years Early - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Mobile operator Three UK appears to have confirmed that its \u00a370m business process outsourcing contract with Capita, which was signed in late 2016 as part\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2020\/11\/three-uk-scrap-capita-call-centre-outsourcing-deal-2-years-early.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Three UK Scrap Capita Call Centre Outsourcing Deal 2 Years Early - 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