Feeds

AOL cans UK call centre

And then there were none

Combat fraud and increase customer satisfaction

AOL is pulling out of its call centre contract in Scotland, leaving it without UK-based customer support. Call centres will now be based offshore in the Republic of Ireland and India.

A spokesman for the ISP told The Register the decision was motivated by the rapidly disappearing dial-up business. AOL's broadband expertise is at its Waterford facility in Ireland, he said.

Sources at the call centre say the move was a cost decision. The 150 agents working on AOL accounts in Scotland cost "five times" what those in Banglore billed. AOL staff at Waterford have recently expressed annoyance at plans to cut customer retention bonuses.

AOL's broadband customer base was recently snapped up by Carphone Warhouse, though the acquisition is yet to be approved by the competition commission.

The decision to quit Scotland was taken some time before takeover talks. Carphone Warehouse retains most of its own call centres in the UK.

In December 2004, AOL ended its relationship with its Bristol call centre operator ClientLogic, prompting job fears.

The Airdrie call centre was run for AOL by outsourcers beCogent. In a statement, beCogent said AOL's withdrawl would not cause any job losses. The outsourcing firm declined to comment on reports received by The Register that staff were due to be kept in the dark until January 10.®

Combat fraud and increase customer satisfaction

More from The Register

next story
Virgin Media so, so SORRY for turning spam fire-hose on its punters
Hundreds of emails flood inboxes thanks to gaffe
A black box for your SUITCASE: Now your lost luggage can phone home – quite literally
Breakfast in London, lunch in NYC, and your clothes in Peru
AT&T dangles gigabit broadband plans over 100 US cities
So soon after a mulled Google Fiber expansion, fancy that
AT&T threatens to pull out of FCC wireless auctions over purchase limits
Company wants ability to buy more spectrum space in auction
EE & Vodafone will let you BONK on the TUBE – with Boris' blessing
Transport for London: You can pay, but don't touch
Turnbull gave NBN Co NO RULES to plan blackspot upgrades
NBN Co faces huge future Telstra bills and reduces fibre footprint
NBN Co plans fibre-to-the-basement blitz to beat cherry-pickers
Heading off at the pass operation given same priority as blackspot fixing
NBN Co in 'broadband kit we tested worked' STUNNER
Announcement of VDSL trial is not proof of concept for fibre-to-the-node
prev story

Whitepapers

Mobile application security study
Download this report to see the alarming realities regarding the sheer number of applications vulnerable to attack, as well as the most common and easily addressable vulnerability errors.
3 Big data security analytics techniques
Applying these Big Data security analytics techniques can help you make your business safer by detecting attacks early, before significant damage is done.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Securing web applications made simple and scalable
In this whitepaper learn how automated security testing can provide a simple and scalable way to protect your web applications.
Combat fraud and increase customer satisfaction
Based on their experience using HP ArcSight Enterprise Security Manager for IT security operations, Finansbank moved to HP ArcSight ESM for fraud management.