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Three outsources Glasgow call centre to Capita in £70m deal

Paul Withers
September 23, 2016

Seven year agreement sees 450 staff transfer to the customer service specialist, which has committed to delivering Three services from the Scottish city

Three has outsourced its call centre in Glasgow to customer services specialist Capita in a deal worth £70 million over seven years.

The contract, which is due to begin early next year, will see up to 450 employees transfer to Capita following a consultation period, which has committed to continuing to deliver the mobile operator’s services from the Scottish city.

This is despite the mobile operator only receiving three complaints for every 100,000 customers to Ofcom in Q2 – level with O2 and behind Tesco Mobile.

Capita will take over responsibility for the delivery of Three’s mobile and broadband frontline customer service and sales there.

Three director of contact centres Gurpreet Gujral said: “We are committed to giving our customers the best possible customer service. We believe appointing a specialist customer services partner for some of our customer services operations in Glasgow is the best way of achieving that goal.

“We will work hard to ensure all employees affected by this change are fully supported and we will be commencing consultations with them.”

Capita, which was established in 1984, works across the private and public sector, comprising of 75,000 staff across the UK, Europe, South Africa and India.

It was worked with O2 in the telecoms sector for the past 22 years – extending the agreement by a further decade in 2014.

Capita chief executive Andy Parker added: “We will leverage our customer experience expertise, including service design, to jointly develop Three’s customer management processes and tools.”

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