bunny
14-01-2005, 21:02
Orange looks set to join the trend of exporting customer support jobs to India, after it admitted it is to start a second call centre trial in India.
Orange set up an initial trial last October involving 140 call centre staff through Convergys and will open a second trial with offshoring company Vertex next month with 75 staff.
A spokesman said: ‘A final figure regarding the number of roles Orange intends to outsource will not be decided upon until these trials are complete. The steps we are taking will not lead to UK site closures or redundancies.’
However, should Orange expand its offshore activities, many UK customer support staff that leave are likely to be replaced by Indian call centre staff, as Orange accelerates its contribution to France Telecom’s cost-cutting programme.
Customer service is Orange’s largest department, with around 6,500 of 12,000 employees working to support customers.
The industry is likely to watch Orange closely, given the poor experience of many of 3’s customers dealing with Mumbai-based call centre staff in the early days of 3’s launch.
Orange said it would carefully monitor the quality of service to ensure standards were maintained.
Orange set up an initial trial last October involving 140 call centre staff through Convergys and will open a second trial with offshoring company Vertex next month with 75 staff.
A spokesman said: ‘A final figure regarding the number of roles Orange intends to outsource will not be decided upon until these trials are complete. The steps we are taking will not lead to UK site closures or redundancies.’
However, should Orange expand its offshore activities, many UK customer support staff that leave are likely to be replaced by Indian call centre staff, as Orange accelerates its contribution to France Telecom’s cost-cutting programme.
Customer service is Orange’s largest department, with around 6,500 of 12,000 employees working to support customers.
The industry is likely to watch Orange closely, given the poor experience of many of 3’s customers dealing with Mumbai-based call centre staff in the early days of 3’s launch.
Orange said it would carefully monitor the quality of service to ensure standards were maintained.