Feeds

AOL cans UK call centre

And then there were none

Internet Security Threat Report 2014

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.®

Internet Security Threat Report 2014

More from The Register

next story
Brits: Google, can you scrape 60k pages from web, pleeease
Hey, c'mon Choc Factory, it's our 'right to be forgotten'
Of COURSE Stephen Elop's to blame for Nokia woes, says author
'Google did have some unique propositions for Nokia'
FCC, Google cast eye over millimetre wireless
The smaller the wave, the bigger 5G's chances of success
It's even GRIMMER up North after MEGA SKY BROADBAND OUTAGE
By 'eck! Eccles cake production thrown into jeopardy
Mobile coverage on trains really is pants
You thought it was just *insert your provider here*, but now we have numbers
Don't mess with Texas ('cos it's getting Google Fiber and you're not)
A bit late, but company says 1Gbps Austin network almost ready to compete with AT&T
prev story

Whitepapers

Forging a new future with identity relationship management
Learn about ForgeRock's next generation IRM platform and how it is designed to empower CEOS's and enterprises to engage with consumers.
Cloud and hybrid-cloud data protection for VMware
Learn how quick and easy it is to configure backups and perform restores for VMware environments.
Three 1TB solid state scorchers up for grabs
Big SSDs can be expensive but think big and think free because you could be the lucky winner of one of three 1TB Samsung SSD 840 EVO drives that we’re giving away worth over £300 apiece.
Reg Reader Research: SaaS based Email and Office Productivity Tools
Read this Reg reader report which provides advice and guidance for SMBs towards the use of SaaS based email and Office productivity tools.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.