Tesco Mobile’s 4.5 million customers might want to get ready to panic note that call centre customer support is to be outsourced to Capita from 1 August in a five-year contract worth £140m.
The grocer’s MVNO arm is to transfer around 550 permanent staffers under TUPE regs and around 240 temps will continue to work for Tesco Mobile under Capita’s management.
Apparently, Capita is to “enhance” Tesco’s already “award winning customer service propositions”, with the integrator relying on tech and “service design methods” to keep the punters hanging on the telephone happy.
Calling full house in marketing buzzword bingo, Andy Parker, Capita CEO, said his company works with “household names” and will “leverage our customer experience transformation expertise”.
Indeed Capita does have experience of managing call centres for mobile operators - it took on O2’s service desk in 2013 under a 10-year contract worth £1.2bn. Tesco Mobile is a joint venture with O2.
The integrator started a mass redundancy process in summer last year wherein 700 workers based at the Glasgow and Bury call centres working on the O2 gig opted for redundancy, after which Capita hired some temps to cover the people who had already left.
Tesco Mobile was reported to have been considering selling off the Mobile business last year to pay down part of its £22bn debt but management held onto it and are looking for cost savings. ®