News for Customer Service
Wednesday, September 07, 2011
Council to keep it local; rejects shared services
West Dunbartonshire Council has rejected a detailed shared services proposal, preferring in localised, ring-fenced services, a plan that flies in the faces of other the Scottish councils looking to merge key back office functions.
The council has rejected the notion that the Clyde Valley Partnership would save taxpayer cash and improve service quality. The scheme hoped to save £30 million per year. As the second council to drop out - from the partnership of eight – the future of the scheme could be in doubt.
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Tuesday, September 06, 2011
Fujitsu workers vote to strike
HMRC, the Office of National Statistics and the DVLA could be affected as PCS union members at Fujitsu vote in favour of strike action.
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Monday, July 25, 2011
Capgemini launches Social Media Management service
Capgemini has introduced a new Social Media Management service, helping companies benefit from online social interactions.
The application takes insights from social media monitoring, and makes suggestions to improve operations and redesign processes. It also offers advice customer segmentation, social CRM and multi-channel strategy.
Social media conversations can be dealt with in real time via Capgemini's onshore and offshore Customer Interaction centres.
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Tuesday, July 19, 2011
Careline Services chosen for business helpline
Careline Services has been appointed by the Government to provide the new Business Link helpline.
The updated Businesslink.gov.uk website will be the primary point of support, but the helpline will provide help to 20 per cent of small firms who are not currently online. It will include a language translation service and textphone.
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Birmingham Council Scraps Offshoring Plan
Plans to cut 55 IT jobs from Birmingham City Councils call centre, and offshore them to India have been scrapped.
Service Birmingham, a joint venture between Capita and the council, relocated 17 roles in April and planned to outsource a further 38 in August.
Now, in the face of public and media pressure, the plan has been axed.
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Monday, July 18, 2011
Aegis creates 600 call centre jobs in Manchester.
Global company back-office function provider Aegis is creating 600 jobs in Manchester.
The company’s strategy involves operating call centres onshore in the country they are serving. "Increasingly, UK companies are realising that this delivers the best levels of customer service and many are starting to reverse previous decisions to establish call centres overseas." said Aparup Sengupta, Aegis global chief executive.
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Wednesday, June 29, 2011
Lambeth Council Signs £60m Deal With Capita
London borough of Lambeth has announced a 10 year extension of its deal with Capita.
The deal – worth £60m - will see Capita provide a range of services including call centre management and ICT support services.
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Wednesday, July 28, 2010
GM renews two outsourcing contracts with Capgemini
Car manufacturer General Motors (GM) has renewed two contracts with global consulting, technology and outsourcing services provider Capgemini, to provide application outsourcing services for GM’s global sales & marketing and dealer.
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Wednesday, July 14, 2010
Need to ensure outsourcing creates decent work – ILO
The offshoring and outsourcing of business services from developed to developing countries is creating good jobs by local standards, but the industry still has to work on achieving full decent work, says the United Nations labour agency.
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Friday, July 09, 2010
Contract re-negotiation not a zero-sum game
The Cabinet Minister Francis Maude may have requested the Government's biggest providers to revise their pricing, but this is far from a unilateral relationship. Private service providers are more than likely to get something in exchange.
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