The American service company Sitel is taking over some of the customer support functions at TDC in the largest outsourcing in the company’s history.
The outsourcing means that one out of every ten TDC customer support employees – 800 people in all – will be working for a new boss by autumn.
“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 statement. “That confidence has been achieved through the agreement with Sitel.”
The 800 TDC employees will be under Sitel’s auspices starting on October 6. They currently work from offices in Copenhagen, Aarhus and Sønderborg, but the Copenhagen and Aarhus jobs will all be moved to either Sønderborg or London and around 150 of the positions will be located in London by the end of 2015, according to TDC.
Savings will go to training
The agreement will cut TDC’s customer support costs. The company said that part of the savings will go to training programs for its remaining employees.
“The agreement with Sitel provides excellent support functions and simultaneously releases the resources that make it possible for us to provide significantly better customer service,” Aaløse said.
The terms of employment for the affected employees will remain the same for the moment, according to the statement.
One of Sitel’s stated goals in taking over from TDC is to significantly reduce the waiting time for telephone support.