British Airways has announced that its five main contact centres, in Manchester, Newcastle, Delhi, Bremen and Hong Kong, will remain in-house.
Detailed discussions were believed to have been held with Capita but the shock profit warning issued in late January probably scuppered the deal. The collapse of Carillion also meant that any announcement of outsourcing was likely to result in more negative PR for the airline.
Final agreement on the call centres remaining in-house will depend on employees voting to accept more flexible working agreements. A cheerful email from Alex Cruz, announcing the news, told the staff that “[they have] fallen significantly behind” compared to their competitors.
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