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ISP AOL Removes UK Call Centres

Posted: 08th Nov, 2006 By: MarkJ
ISP AOL UK has stopped its UK based call centre services, instead shifting the workload to be based offshore in the Republic of Ireland and India:

A spokesman for the ISP told The Register the decision was motivated by the rapidly disappearing dial-up business. AOL's broadband expertise is at its Waterford facility in Ireland, he said.

Sources at the call centre say the move was a cost decision. The 150 agents working on AOL accounts in Scotland cost "five times" what those in Banglore billed. AOL staff at Waterford have recently expressed annoyance at plans to cut customer retention bonuses.

The move has allegedly been on the cards for sometime and is supposedly not connected with Carphone Warhouse's recent acquisition of the ISP, which has yet to be formally approved.

Regardless, many have had problems with the quality of support provided by Indian call centres and fear that the same will happen to AOL. More @ The Register.
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