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Keeping it in-house

BA’s decision against outsourcing call centres welcomed
Shaun Noble, Wednesday, March 28th, 2018

The decision by British Airways to keep its two call centres at Manchester and Newcastle in-house, rather than outsource them, has been welcomed by Unite.


Today’s (March 28) announcement by BA will mean hundreds of jobs at the BA Contact centres will remain within the BA ‘family’, following intense negotiations between the company and Unite.


Unite is particularly pleased that it saw off a proposal that could have seen the controversial outsourcing giant Capita take over the centres that deal with customer queries relating to new bookings, checking upgrades, flight prices, hotel bookings and car hire.


“We are very pleased that, working with the BA management, we have been able to make the strong case that customer services are best served by the centres remaining within BA,” said Unite national officer for civil air transport Oliver Richardson.


“This will give reassurance for the future to our members at Manchester and Newcastle,” he added. “This decision has come about without any loss in pay and terms and conditions for the workforce, although we are working closely with the company to implement mutually agreed efficiency savings.


“More generally, I think there is a new mood across business and other organisations in the UK that, following the recent Carillion debacle, outsourcing is not necessarily the best option if you wish to develop your business successfully – and keep the customers happy.”



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