NEW DELHI: Business process outsourcing (BPO) companies like 24/7 Customer , Convergys and EXL Service may be impacted post Orange UK’s announcement of job cuts and reduction in the telecom major’s reliance on India based call centres.
Orange, the mobile services arm of France Telecom, is amongst the largest cellular players in the world. Orange’s new UK CEO Tom Alexander, while announcing a cut of 450 middle management jobs this week, also announced a change of strategy: Reduce its dependence on its Indian call centres, where the company directly employs about 1,500 executives. The company has not clarified as to how many of the 450 job cuts will be from its Indian operation. The immediate impact of the move is that Orange will be halting its call centre expansion in India.
In the next stage, the company will gradually bring ‘back home’ its call centres to the UK, in a bid to sell British customer service as the heart of its new strategy. It’s likely that the employees working on Orange UK’s Indian call centres will be redeployed in other processes over a period of time.
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Orange, the mobile services arm of France Telecom, is amongst the largest cellular players in the world. Orange’s new UK CEO Tom Alexander, while announcing a cut of 450 middle management jobs this week, also announced a change of strategy: Reduce its dependence on its Indian call centres, where the company directly employs about 1,500 executives. The company has not clarified as to how many of the 450 job cuts will be from its Indian operation. The immediate impact of the move is that Orange will be halting its call centre expansion in India.
In the next stage, the company will gradually bring ‘back home’ its call centres to the UK, in a bid to sell British customer service as the heart of its new strategy. It’s likely that the employees working on Orange UK’s Indian call centres will be redeployed in other processes over a period of time.
Read more Article...
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