Published on Wednesday, June 14, 2017

BA slammed for plans to outsource calls centre jobs

British Airways is planning to shift more than 1,000 jobs from calls centres in Newcastle and Manchester to external company Capita.

The proposal has been branded as 'short-sighted' by the GMB Union, which has blamed BA's recent IT fiasco on the outsourcing of airline roles.

British Airways stressed no 'decision has~been made' regarding further outsourcing, but it admitted that it was reviewing its operations at call centres.

A spokeswoman added: "To ensure we can offer the highest standards of service to customers, taking advantage of the latest developments in technology, we are conducting a review of our global call centre operations.

"As part of this review we are talking with Capita about the services they provide.

"We are looking for the best option for our customers. No decision has been made."

The GMB, which has called for input into an independent inquiry into the cause of the recent BA power failure, which grounded flights worldwide and caused cancellations and long delays for 75,000 passengers, wants a moratorium on any further plans by BA or its parent IAG to outsource any more IT jobs.

GMB national officer for aviation Mick Rix said: "IAG BA appears to have learnt nothing from the stranding of 75,000 passengers and seems hell-bent on shedding hundreds of quality jobs with this short-sighted proposal to outsource BA call centres in the North of England.

"British Airways seems to want to become a virtual reality airline, with no employment responsibility and this plan further degrades the value of work and what work means to staff and passengers alike.

"Despite record profits, this is the latest penny wise and pound foolish plan from IAG BA and is consistent with those that led to the IT meltdown.

"Hard working, loyal and dedicated GMB members are to be rewarded with the outsourcing of their jobs to the lowest price bidder.

"BA is not a start-up company - it makes good profits. It's time they treated work and their workforce with respect."

BA parent IAG will hold a shareholders meeting in Madrid tomorrow.

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  • Identity crisis

    BA seems to be unsure as to where they wish to position themselves in the market i.e. low cost carrier or full service legacy airline. This decision seems to lean towards low service carrier but it likely to have quite negative consequences given Capita's reputation. When TA support was outsourced in the past to a call centre abroad it was a disaster and eventually moved back to the knowledgeable and capable staff in MAN.

    By Claire Rochford, Monday, June 19, 2017

  • Yet one more reason. ........ avoid BA. Crapita - makes it TWO more reasons.

    By Peter Mannell, Wednesday, June 14, 2017


    EVEN WORSE IS MOST OF THE OUTSOURCED CALL CENTRE STAFF DO NOT FULLY COMPREHEND ENGLISH. Anyone with experience of Microsoft support can confirm that. Same problem

    By ROD MURPHY, Wednesday, June 14, 2017

  • Will BA Ever Learn!

    Off shore call centres do not work, I always ask to be transfered back to the UK when I call an off shore call centre as these people only follow a script & have no understanding of anything out side of the script. The staff at the BA Call Centres are professional & they know the products & details with great accuracy & attention. These people are a true asset to the customers of BA & they should be valued in the same way by the Leadership Teams of BA. BA are moving from a Customer Focused Carrier to a Low Cost Carrier. They say that this is what their customers want, well I have yet to meet anyone who wants this, they are just bean couting, reducing the customer experience at all levels & treating customers & staff with contempt. Remember Customers are not always looking at price, they want professional service, great experiences & knowledge that when they need help or ask a question they will get the best experience. Off shore call centres do not work, BA need to perhaps get rid of some of their management teams if they are looking to reduce cost.

    By Bob Motto, Wednesday, June 14, 2017

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