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UK ISP TalkTalk Scraps Waterford Call Centre with the Loss of 575 Jobs

Posted: 08th Sep, 2011 By: MarkJ
talktalk uk broadband ispInternet and phone provider TalkTalk ( AOL UK , Tiscali ) has blamed the sudden decision to close a once vital call centre in Waterford (Ireland), which will result in the loss of 575 jobs, upon an increase in customers who use its online support service.

However the ISP admits that its recent deal with Wipro BPO (here), which resulted in the setting up of a new service centre in India, was also a key part of today's move. In addition TalkTalk notes that closing its Waterford wing would "limit our exposure to [Euro] exchange rate fluctuations".

TalkTalk's Statement

We've concentrated on simplifying our business and, as a result of significant improvements to the TalkTalk customer experience, call volumes across the whole of our contact centre estate are down 40% year-on-year.

We continue to review our options to further simplify our operations as we remain committed to continually improving customer service. This will make future changes in customer service easier to implement and embed as well as assisting us in sharing best practice, both of which will help deliver further improvements.

We are also seeing customers increasingly choosing to deal with us online due to the services they are purchasing and we expect this trend to continue. Indeed, for the first time, the majority of our customer interactions are now online.

It is important to emphasise that this proposal in no way reflects on the Waterford team's performance and commitment. They have shown huge dedication and care in serving our customers over the years.

TalkTalk said that they intended to make "every effort over the coming weeks" to help those affected find a new job, which could include the "option of relocating to another TalkTalk site". Most of those affected would be unlikely to view a move to England or India for call centre work as viable. The ISP expects to open about 80 new positions in England.
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