From the end of March, more calls to Sky customer service look set to be routed abroad.
- Sky reportedly cancels another UK call centre contract.
- Follows move of other customer service staff abroad two years ago.
- Streamlined self-help tools and simplified technology helps Sky to reduce need for customer service staff.
Staff working at a Sky call centre in Derby were given just 20 minutes to join a urgent phone call where they were told their jobs were at risk.
130 staff working at the Firstsource call centre were told last week that Sky had cancelled the contract with the call centre provider at the site and that a new contract had been signed with Firstsource India. They now face redundancy from the end of March.
Staff working at the affected call centre told the local newspaper they were given a day off after learning their fate.
Sky has already in recent years cut UK customer service staff, with staff in Northern Ireland and West Lothian facing a similar process in 2023.
Sky has opted to move customer service to countries with cheap labour, notably India and Bulgaria, generally through third-party call centre operators.
The decision to cut more UK customer service staff comes ahead of a major tax increase for employers. Employers face increased national insurance contributions from April, driving the cost of employing people higher. Sky isn’t alone at seeking to cut costs by signing contracts with overseas call centre operators. Earlier this week, hotel chain Premier Inn confirmed it would be transferring call centre work to Egypt.
Sky hasn’t commented on the matter. However, it’s understood Sky will retain other UK-based customer service staff working elsewhere on other contracts.
Sky streamlining processes to reduce need for staff
Since its takeover by Comcast in 2018, Sky has been reviewing its structure and technology platforms to reduce the need for call centre staff and installers. In turn, that’s allowed it to reduce staff it directly employs or through third-party contracts.
For example, it has invested in online self-help resources to assist customers with common queries. Its new streaming-based TV services don’t require an installer in most instances. The technology is designed to be more straightforward to allow customers to set-up devices and troubleshoot issues themselves. Customers can also manage most aspects of their account online.
Backlash from customers no longer guaranteed
During the heyday of call centres in the late 1990s and early 2000s, when there was no option to self-serve online, attempts to move customer support to cheaper countries was met with stiff resistance and complaints from customers. In some cases, the drop in customer satisfaction and retention outweighed the reduced costs of employing people abroad. That resulted in call centre work returning to the UK.
However, as most customers can now manage their affairs online, the impact of moving jobs abroad is often only noticed when something goes severely wrong and you need human assistance.
In recent years, Sky’s customer service has been praised by regulator Ofcom. The company has received far fewer complaints compared to its rivals. However, customer service levels at its budget subsidary Now, which has also seen staff outsourced abroad, has fallen. Sky will hope it can reduce customer service costs without climbing up Ofcom’s complaint tables.
By: Marc Thornham | Image: Sky