Capita: O2 call centre staff exodus is premature evacuation Capita has “invited” O2 call centre staff with one eye on the exit to stick around for a little longer, and the resulting excitement at such a prospect is palpable. Some 700 workers opted for voluntary redundancy last month, helping the outsourcing monster wring more profits from the £1.2bn, ten-year contract signed with O2 in …
This pretty much happend when I worked for a large comms company. People took the money and were looking forward to getting out, being, mightily pissed off at the way things had been for a while (many thought it deliberate before the offfer to go).
I was moved sideways and backwards and forwards and all over the place - not actually with a role but still getting paid - eventually met my old line manager who had been brought back on as agency staff at three times his old rate.
Greetings of 'what the fuck are you doing here?' were exchanged followed by many chuckles as we tried to work out how many millions the cost savings hadn't been.
why not use the Reg's own Capita logo as featured in this article?
£500ph ?? Nah. The sentiment is right but the presentation lacks something.
I suggest that in line with the recent elevation of "Foot II", another trip back to the '70s is in order. "Quintuple Time" has a better ring to it. Then spend the six week resolving demarcation disputes and holding shop stewards meetings ;)
"Capita is making the redundancies because it noted a change in the habits of O2 customers seeking support, with traditional call volumes dropping in favour of other channels."
In English, what that means is that under the auspices of the standard response when you phone them up of "Sorry, we are experiencing an unexpectedly high volume of calls, please wait." (Really??? At 7:30 am???) Capita have either actually already reduced the number of call centre staff, or have introduced a mandatory call transfer delay when you phone them up (which by the way you are paying Xp per minute for) which actually forces people to give up trying to call and try these other channels of communication.
So I call this a sham. "Noted a change in the habits"?? Yes, I agree - but a change in habit actually engineered by O2 and Capita as a cost saving measure by making the experience of phoning them an utterly futile and pointless exercise.
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