BA set to outsource its Manchester and Newcastle call centres
Jun 5, 2017, 3:25 am
#16
FlyerTalk Evangelist
Join Date: Jul 2002
Programs: Mucci des Hommes Magiques et Magnifiques
Posts: 19,092
And as posted elsewhere but not picked up BA are closing our Buenos Aires base giving the 19 crew based there just over 4 weeks notice.
We have been told that it has nothing to do with saving money and that we do not need Spanish speakers onboard, very very sad for our lovely Argentinian crew.
We have been told that it has nothing to do with saving money and that we do not need Spanish speakers onboard, very very sad for our lovely Argentinian crew.
Jun 5, 2017, 3:39 am
#17
Join Date: Aug 2014
Posts: 2,659
The call centres are not closing. Staff will transfer to Capita.
The savings come from:
Removing staff travel perks from everyone (these are not covered by TUPE)
Hiring new staff on less than the £20k paid to existing staff, which is apparently a lot of money in the north - although apparently even at £20k BA cannot retain staff there
The savings come from:
Removing staff travel perks from everyone (these are not covered by TUPE)
Hiring new staff on less than the £20k paid to existing staff, which is apparently a lot of money in the north - although apparently even at £20k BA cannot retain staff there
Jun 5, 2017, 3:44 am
#18
Join Date: Aug 2010
Location: Gloucestershire
Programs: BA Gold (ex-GGL, maybe future Silver), Hilton Diamond
Posts: 6,198
Ultimately the cost savings may or may not be great; but there is scope for service improvements (at least in terms of availability). It will depend on how intelligently the outsource is run on the BA side - I don't know how effective Capita is but a well-run outsource could improve on the standards that BA currently have. Hopefully it won't be purely cost driven and we will see some intelligently implemented SLAs, rather than the status quo being seen as the gold standard.
Jun 5, 2017, 3:47 am
#19
Join Date: Nov 2010
Location: Bristol
Programs: BA GGL, UA Plat, DL Plat, Hilton Diamond
Posts: 2,380
Oh well, there goes one of the key drivers for retaining GGL: the excellent Manchester telephone team 
I am already rehearsing my face-to-face complaint at the GGL Event on 4th July
I am already rehearsing my face-to-face complaint at the GGL Event on 4th July
Jun 5, 2017, 3:50 am
#20
Ambassador, British Airways; FlyerTalk Posting Legend
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 42,945
To be fair the current Manchester team is remaining albeit they will be TUPE'd over to Capita. Whether the quality of agents remains longer term is a different matter.
Jun 5, 2017, 4:00 am
#21
Join Date: Aug 2014
Posts: 2,659
It's good money for a basic contact centre agent though; not a lot of money in absolute terms, but good for the formal skill levels that are required. (And incidentally, probably more than most cabin crew!)
Ultimately the cost savings may or may not be great; but there is scope for service improvements (at least in terms of availability). It will depend on how intelligently the outsource is run on the BA side - I don't know how effective Capita is but a well-run outsource could improve on the standards that BA currently have. Hopefully it won't be purely cost driven and we will see some intelligently implemented SLAs, rather than the status quo being seen as the gold standard.
Ultimately the cost savings may or may not be great; but there is scope for service improvements (at least in terms of availability). It will depend on how intelligently the outsource is run on the BA side - I don't know how effective Capita is but a well-run outsource could improve on the standards that BA currently have. Hopefully it won't be purely cost driven and we will see some intelligently implemented SLAs, rather than the status quo being seen as the gold standard.
And yes people underestimate the amount of skill and knowledge needed to be a contact centre agent for BA. Dont forget of course as well that agents can work shifts starting from as early as 6 in the morning or finishing at ten at night, weekends and bank holidays including new year and christmas!
Jun 5, 2017, 4:49 am
#22
Join Date: Jan 2009
Programs: BA Blue
Posts: 215
And night shift social media 'executive's 😀
As i said though new agents and those on newer contracts will only be on approx 15,500 basic which is roughly equivalent to mixed fleet pay.
And yes people underestimate the amount of skill and knowledge needed to be a contact centre agent for BA. Dont forget of course as well that agents can work shifts starting from as early as 6 in the morning or finishing at ten at night, weekends and bank holidays including new year and christmas!
And yes people underestimate the amount of skill and knowledge needed to be a contact centre agent for BA. Dont forget of course as well that agents can work shifts starting from as early as 6 in the morning or finishing at ten at night, weekends and bank holidays including new year and christmas!
Jun 5, 2017, 5:15 am
#23
Join Date: Dec 2014
Location: UK
Programs: BA, U2+, SK, AF/KL, IHG, Hilton, others gathering dust...
Posts: 2,552
If it's true as mentioned upthread that BA will use TUPE loopholes to remove some staff benefits, "longer term" might become a lot shorter than we'd like. Once you lose that experience, it doesn't come back quickly. The call centre is one of the top 3 reasons for me to retain GGL, I wouldn't hold out great hope for that remaining the case in this environment, We shall see.
Jun 5, 2017, 5:17 am
#24
Join Date: May 2006
Location: 5 miles from EMA
Programs: BD, BAEC Pleb, VS Pleb, Accor Pleb, HHonors Gold, Big White Season Pass
Posts: 5,904
I also fear for the quality of the handover training when the current staff start churning. Those who know what can and can't be done will be replaced by computer says no.
Getting anything done will probably be nigh on impossible.
Getting anything done will probably be nigh on impossible.
Jun 5, 2017, 6:22 am
#25
Join Date: Jun 2015
Location: N Ireland
Posts: 62
I have always found the quality of service given by agents in these existing call centres second to none. They have always gone the extra mile for me and arranged some non standard bookings. I doubt their replacements will come close to offering the same level of service.
Cost cutting comes at a much higher price later on... why can't BA management recognise this?
Cost cutting comes at a much higher price later on... why can't BA management recognise this?
Jun 5, 2017, 6:47 am
#26
Join Date: Nov 2010
Location: Bristol
Programs: BA GGL, UA Plat, DL Plat, Hilton Diamond
Posts: 2,380
It's a shame, but will matter a bit less to me going forward as I'm currently pencilled in for an engagement from Q1 2018 which would see my international travel drop to almost zero.
With a BAEC anniversary of 8th March and on target for a tad over 3500TPs this year, I'll retain GGL until April 2019 but can't see myself shelling out my own cash even to retain Gold thereafter, let alone GGL...
Ah well, it was nice while it lasted - now all I have to do is spend x000k Avios and a bunch of GUFs
Jun 5, 2017, 6:48 am
#27
Join Date: Jun 2006
Posts: 5,894
My dealings with NCL over the years have nearly always had a good outcome. So sorry for them being sold off like this.
Jun 5, 2017, 6:59 am
#28
FlyerTalk Evangelist
Join Date: Nov 2011
Location: Brighton. UK
Programs: BA Gold / VS /IHG Diamond & Ambassador
Posts: 14,194
It's good money for a basic contact centre agent though; not a lot of money in absolute terms, but good for the formal skill levels that are required. (And incidentally, probably more than most cabin crew!)
Ultimately the cost savings may or may not be great; but there is scope for service improvements (at least in terms of availability). It will depend on how intelligently the outsource is run on the BA side - I don't know how effective Capita is but a well-run outsource could improve on the standards that BA currently have. Hopefully it won't be purely cost driven and we will see some intelligently implemented SLAs, rather than the status quo being seen as the gold standard.
Ultimately the cost savings may or may not be great; but there is scope for service improvements (at least in terms of availability). It will depend on how intelligently the outsource is run on the BA side - I don't know how effective Capita is but a well-run outsource could improve on the standards that BA currently have. Hopefully it won't be purely cost driven and we will see some intelligently implemented SLAs, rather than the status quo being seen as the gold standard.
What service improvements so you think capita could implement that BA currently aren't? And if BA won't pay for them why shuold capita introduce them?
Jun 5, 2017, 7:05 am
#29
Ambassador, British Airways; FlyerTalk Posting Legend
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 42,945
To add to what another poster said above, I fear "longer term" is no more than 6-12 months...
It's a shame, but will matter a bit less to me going forward as I'm currently pencilled in for an engagement from Q1 2018 which would see my international travel drop to almost zero.
With a BAEC anniversary of 8th March and on target for a tad over 3500TPs this year, I'll retain GGL until April 2019 but can't see myself shelling out my own cash even to retain Gold thereafter, let alone GGL...
Ah well, it was nice while it lasted - now all I have to do is spend x000k Avios and a bunch of GUFs
It's a shame, but will matter a bit less to me going forward as I'm currently pencilled in for an engagement from Q1 2018 which would see my international travel drop to almost zero.
With a BAEC anniversary of 8th March and on target for a tad over 3500TPs this year, I'll retain GGL until April 2019 but can't see myself shelling out my own cash even to retain Gold thereafter, let alone GGL...
Ah well, it was nice while it lasted - now all I have to do is spend x000k Avios and a bunch of GUFs
Jun 5, 2017, 7:09 am
#30
Join Date: Jul 2016
Posts: 37
I'm sure they do recognise this - they simply don't care as the management will be gone in a few years with a big bonus. BA is now simply the absolute stench of unchecked capitalism.