Home shopping retailer plans call centres closure

Related Stories

A home shopping retailer has said it plans to close two of its four call centres and switch some of the work overseas.

Shop Direct said the rise in online shopping meant call volumes had dropped by 45% over the past four years.

The company will transfer 1,800 of its staff to services group Serco, which will manage customer contacts.

Serco has started consultations on the closure of Shop Direct's Worcester and Preston sites.

Shop Direct said the two centres will stay open for at least a year and there would be "detailed discussion" before any final decisions were taken.

Chief executive Mark Newton-Jones said that with more people shopping online there was a need for "far fewer people" to be directly involved in customer contact.

He said: "Serco's expertise, coupled with their investment in technological innovation, will ensure that we have a customer contact programme that is flexible and adaptable for the increasingly online and mobile world that we live in."

The company said that to "improve efficiency and reduce costs" Serco was also planning to carry out some of the work abroad.

More on This Story

Related Stories

More England stories

RSS

Features

BBC © 2014 The BBC is not responsible for the content of external sites. Read more.

This page is best viewed in an up-to-date web browser with style sheets (CSS) enabled. While you will be able to view the content of this page in your current browser, you will not be able to get the full visual experience. Please consider upgrading your browser software or enabling style sheets (CSS) if you are able to do so.