TalkTalk is closing a major call centre in Waterford, Ireland with the loss over 500 jobs.
TalkTalk has put the closure down to a fall in the number of customers using the service and new outsourcing arrangements.
TalkTalk are one of the biggest telecoms companies in the UK, with a 22% share of the broadband market, according to the latest Ofcom figures.
TalkTalk call centre closure
Here at Which? we know access to customer support is of huge importance, so we hope these changes don’t have an adverse effect on customer service.
The telecoms company told Which?, ‘We’ve concentrated on simplifying our business and, as a result of significant improvements to the TalkTalk customer experience, call volumes across the whole of our contact centre estate are down 40% year-on-year.
‘We continue to review our options to further simplify our operations as we remain committed to continually improving customer service. This will make future changes in customer service easier to implement and embed as well as assisting us in sharing best practice, both of which will help deliver further improvements.
‘We are also seeing customers increasingly choosing to deal with us online due to the services they are purchasing and we expect this trend to continue. Indeed, for the first time, the majority of our customer interactions are now online.’
In our six monthly Which? broadband survey we ask how happy customers are with both online support and telephone support, as well as overall customer service, so we’ll be keeping an eye on the results.
TalkTalk rates poorly for customer service
TalkTalk, along with Orange and AOL Broadband, only scored one star out of five for customer service in the latest Which? broadband survey. More than 10,000 Which? Connect online panel members told us about their home broadband experiences in June 2011.
If you aren’t happy with the service you’re receiving then vote with your feet and switch to a Recommended Provider. In the latest survey there are more Recommended Providers than ever, with seven companies making the grade.
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