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Three UK confirms Capita outsourcing deal to end next year

Paul Lipscombe
November 10, 2020

The decision comes following a review, with most of the work to move to Tech Mahindra

Three UK has confirmed that it has cut short its call centre outsourcing deal with Capita two years early.

The operator has confirmed the £70 million partnership with Capita will conclude in March next year.

Instead Three will transfer much of this work to Tech Mahindra.

A seven-year deal had been agreed in 2016, running through until 2023 with 450 employees transferred to Capita’s call centre in Glasgow.

In a statement a Three spokesperson said: “Following a review of our contact centre operations, our current partnership with Capita will conclude in March 2021.

“Most of this work will move to Tech Mahindra, who already manage the majority of our contact centre estate, with a proportion moving directly into Three and will be based at our existing Glasgow office.

“We’ll be working with Capita and Tech Mahindra to ensure a smooth transition of activities. Capita will secure redeployment opportunities for advisers wherever possible.”

Three had made the move to improve its customer service record, however Ofcom’s recent customer satisfaction report revealed Three had the least satisfied customers across all the mobile operators.

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