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O2 scoffs at call-centre outsource fears, forgets to rule it out completely

Just speculation, but it might happen

Rumours that O2 UK plans to outsource all its telephone support work have been dismissed as speculation by the mobile network operator. The cynical among us will note that's not the same as completely ruling it out.

The whisperings were enough to prompt an emergency motion from the Communication Workers Union, stating that more outsourcing must be opposed "by all means possible". The union also requested greater clarity from Telefonica, the Spanish company that runs the O2 brand.

Telefonica pointed out that outsourcing-giant Capita already manages the majority of its telephone-line support for contract-tied O2 subscribers. It's quite possible additional work - such as holding the hands of pre-paid customers - will go that way, but there aren't any plans on the table right now.

Call-centre staff who contacted The Register are fearful of their jobs, which could end up being transferred to Capita if the outsourcing deal was broadened. Knowing there's nothing agreed between the two companies might allay those fears slightly, but while there's nothing on the table there's equally nothing off it either. ®

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