British Airways have announced that is considering outsourcing its UK contact centre operation in an effort to reduce operational costs at it’s Newcastle and Manchester contact centres which was confirmed by a BA spokesman.
The proposal and subsequent consultation by British Airway’s owners International Airlines Group (IAG) could see 1,400 contact centre staff employed across their two sites being made redundant or re-deployed within the group.
It is believed that the UK National carrier has already contacted outsource companies both in the UK and overseas in view of submitting cost proposals in addition to requesting third-party firms to submit proposals that included ‘cost-effective’ solutions.
The spokesman added, however, that any outsourcing decision would ensure that the airline was using the latest contact centre technology to ensure that continuity of customer service excellence was maintained and any decision would also be taken by the company only after consultations with staff and union representatives.
The move to potentially offshore its operations risks setting the airline on a collision course with unions which could lead to industrial action.
Union Unite has called the review “a slap in the face” for BA’s call centre employees and urged the airline to keep its customer service in-house.
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