Shuttered call centre sours Capita's £58m contract extension with Tesco Mobile

Tesco Mobile has extended its customer management contract with Capita for another three years as part of ongoing plans to streamline the grocer-cum-telco's customer service operation. The deal – worth £57.6m over three years starting September 2021 – bolts on to the £140m five-year deal inked in 2016. Back then, those …

[batfink]

A shame, but only to be expected

Now that the call centre operators have realised that their droids underpaid minions valued call centre operatives are at least as productive when wfh, this was always going to be on the cards.

[John Brown (no body)]

Re: A shame, but only to be expected

Yes, and they probably looked at a map and decided those who need/want to be in a call centre and not work from home only have a little over half an hours drive from Bury down to Warrington. Apart the trip including the bit of the M60 guaranteed to have long delays on it every day in rush hour.

[G R Goslin]

Customer Services???

aI wasn't aware that Tesco's had ANY customer services. Not so long ago, I had resn to contact Tesco's Customer Service, over a relatively trivial matter. Over an hour, later i had been totally unable to get past the diversions erected against any member of the public getting to any place within tesco's. Unless it was through the street door into the shop. Which, at that time was forbidden by the Covid regulations.

[John Brown (no body)]

Re: Customer Services???

"Which, at that time was forbidden by the Covid regulations."

Which branch of Tescos and where is it? I don't recall any supermarkets being closed due to COVID. Or was the customer service desk classed as a "non-food aisle" and closed in Welsh branches? :-)

[EricPodeOfCroydon]

Re: Customer Services???

My experience only, obvs, but I've always found Tesco Mobile's customer service really easy to get hold of and (mostly) extremely helpful. Based on being a customer for the last six years or so, with about four or five interactions over that time. YMMV of course.

[G R Goslin]

lol

The Tesco, in question, was only a few miles away, but, at the time The Welsh Assembly had made it an illegal act to cross the county boundary, which, in the case was only a few hundred yards away. With Tesco on the other side of it.

[John Brown (no body)]

Re: lol

Ah, right, thanks for the update. Now that you mention it, I do remember a number of situations around the UK, especially in border areas, where there were different rules in place on either side of the border, especially obvious in those places where a border runs through a town or village. IIRC, there one place where the pubs were open for outdoor service on one side of the street and closed on the other!

[PTW]

Bury, north OF Manchester

FTFY

Mancs and their delusions of grandeur, how long before they claim Bakewell, Huddersfield, or indeed Sheffield are part of "Greater Manchester"?