Feeds

IBM shunts NTL tech support jobs to India

Cost-cutting

  • alert
  • submit to reddit

Build a business case: developing custom apps

IBM is shunting more helpdesk work to India as it looks to cut costs. Workers at cableco NTL are now having their IT and PC problems handled by staff at IBM's Integrated Delivery Centre (IDC) in India.

Big Blue began routing calls to India earlier this week and expects to shunt all calls to the Indian IDC by the end of the month. Staff at NTL have been assured they will see no difference in the quality of support on offer since agents at the IDC are "fully trained on NTL's systems and processes".

According to confidential documents seen by The Register, the move "reduces the costs of providing the IT HelpDesk service and also provides more flexibility for delivering the service at a larger consolidated centre".

No NTL jobs will be lost as part of the move since tech support is provided by an outsourcing contract with IBM. It's not known if any IBM jobs will be lost as part of the offshoring.

NTL customers are not affected by the changes with their calls continuing to be handled by the cableco's centre in Swansea. IBM took over the running of the centre - which employs some 500 staff providing broadband support - in September.

A spokesman for IBM UK said: "Swansea continues to be central to NTL's customer service function, providing critical skills and support."

In 2001 NTL named IBM as its preferred supplier of IT services in the UK and Ireland. Under the agreement, IBM will provide IT services for all of NTL's operations in Ireland and the UK until 2008. Some 600 IT staff and contractors were moved across to IBM as part of the deal, which NTL estimated at the time would save it £300m over the lifetime of the contract.

Earlier this week The Register reported that IBM is exporting more UK jobs to India in a "strategic" change to an outsourcing contract with insurer Royal & SunAlliance (RSA).

Helpdesk staff based in Liverpool were told of the move last week. Due to be completed within the next five or six months, the jobs will be taken up by workers in Bangalore, India. ®

Related stories

IBM exports Liverpool jobs to India
Tesco offshores 400 IT jobs to India
NTL outsources broadband tech support to IBM
Offshoring inevitable, so get over it

7 Elements of Radically Simple OS Migration

More from The Register

next story
Amazon says Hachette should lower ebook prices, pay authors more
Oh yeah ... and a 30% cut for Amazon to seal the deal
Philip K Dick 'Nazi alternate reality' story to be made into TV series
Amazon Studios, Ridley Scott firm to produce The Man in the High Castle
Nintend-OH NO! Sorry, Mario – your profits are in another castle
Red-hatted mascot, red-colored logo, red-stained finance books
Sonos AXES support for Apple's iOS4 and 5
Want to use your iThing? You can't - it's too old
Joe Average isn't worth $10 a year to Mark Zuckerberg
The Social Network deflates the PC resurgence with mobile-only usage prediction
Feel free to BONK on the TUBE, says Transport for London
Plus: Almost NOBODY uses pay-by-bonk on buses - Visa
Twitch rich as Google flicks $1bn hitch switch, claims snitch
Gameplay streaming biz and search king refuse to deny fresh gobble rumors
Stick a 4K in them: Super high-res TVs are DONE
4,000 pixels is niche now... Don't say we didn't warn you
prev story

Whitepapers

7 Elements of Radically Simple OS Migration
Avoid the typical headaches of OS migration during your next project by learning about 7 elements of radically simple OS migration.
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Consolidation: The Foundation for IT Business Transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.
Solving today's distributed Big Data backup challenges
Enable IT efficiency and allow a firm to access and reuse corporate information for competitive advantage, ultimately changing business outcomes.
A new approach to endpoint data protection
What is the best way to ensure comprehensive visibility, management, and control of information on both company-owned and employee-owned devices?