Staff at Three are poised to receive a very early Christmas present - in the form of a Transfer of Undertakings Protection of Employment notice to everyone's favourite outsourcer Capita.
Under the £70m deal over the next seven years, 450 employees in customer service, sales and operational management in Three’s Glasgow contact centre will be earmarked for transfer to Capita.
Capita has been named preferred bidder to take over responsibility for the delivery and continued development of Three’s mobile and broadband frontline customer service and sales in Glasgow.
The move is due to begin in early 2017. Capita has committed to continuing to deliver Three’s services from Glasgow. For now.
Observant readers will remember the £1.2bn 10-year outsourcing contract with Capita in summer 2013. And the subsequent redundancy programme that launched last summer, two years after the agreement was penned.
Those roles have now been since been shifted to Capita's call centre in South Africa.
Gurpreet Gujral, director of contact centres at Three, said the decision to appoint a "specialist customer services partner" for some of our customer service operations in Glasgow will ensure the "best possible experience" for customers.
He said: "We will now work hard to ensure all employees affected by this change are fully supported and we will be commencing consultations with them.”
Andy Parker, chief exec of Capita, said: “This partnership is a demonstration of Capita’s continuing commitment to delivering outstanding customer management for our clients across a wide range of sectors.
"We will leverage our customer experience expertise, including service design, to jointly develop Three’s customer management processes and tools. We look forward to working with Three and delivering first class services to its customers.”
Someone had better warn the TUPEd staff to bring their own cutlery to Capita's staff canteen. ®