Outsourcing is a word that almost everyone in the call center world has heard at one time or another. What most people have probably never heard of is the kind of outsourcing that is going on between Sitel and TDC. Sitel is going to be taking over some of the customer support work for TDC and that takeover means that more than 800 support employees will soon be working for Sitel. This is the largest outsourcing operation TDC has ever undertaken.
The move also seems to speak volumes on the level of success that Sitel has seen over the last few months. Earlier Sitel announced it was going to be hiring a new round of employees in a number of its call centers including one located in Augusta, Georgia. The changeover is expected to be done by the end of the fall.
“This is the most comprehensive outsourcing in the group’s history, and it has been important for us to ensure that employees have maximum confidence in the process,” TDC head Jens Aaløse said in a recent statement. “That confidence has been achieved through the agreement with Sitel.”
The 800 employees who are affected by this move will reportedly be under the employ of Sitel by October 6. Those who are transferring currently working in offices in Copenhagen, Aarhus and Sonderborg. Those who are in Copenhagen and Aarhus will all be moved to Sonderbord or London. TDC says that as many as 150 of these employees will be in London by the end of next year.
The agreement means that TDC will be saving quite a pretty penny when it comes to customer support. The company has said that a great deal of the savings will be redirected into training of the employees who are left under TDC’s roof. For its part, Sitel has said the number one goal of taking over TDC’s customer support efforts is to reduce the waiting time for telephone support.