Contact centre workers employed by outsourcing firm Concentrix, which provides customer support for Currys, have reacted with shock and anger after being told their jobs may be outsourced overseas to India and South Africa.
Employees were informed last week that they were at risk of redundancy following a “full and detailed review” of services. The affected roles include technical and operational support staff who assist customers with products such as mobile phones and computers.
Concentrix said the move was “designed to optimise costs” and would allow the company to create “centres of excellence” in its existing overseas locations. A full transition could be completed by peak 2026.
One Nottinghamshire-based worker said the decision could worsen customer service, claiming overseas teams often lack product knowledge, leading UK staff to “firefight mistakes.” He also said he expected job losses to come from AI, not offshoring.
Although Concentrix has not confirmed numbers, workers estimate around 1,000 jobs could be at risk, including hundreds in Sheffield, where the centre handles more than 175,000 calls per week.
Concentrix said it is entering a consultation process and will try to redeploy staff internally where possible.
