British Airways looks to Capita to run call centres after IT meltdown
British Airways is close to striking an agreement for Capita to run its call centres as the airline attempts to improve its customer relations after its disastrous IT meltdown last month. Under the agreement, Capita, an outsourcing group that has had its own public relations disasters in the past with its management of London’s congestion charge and NHS administration, would take over the almost 10m calls a year made to BA staff in Newcastle upon Tyne and Manchester. Questions were asked about cost-cutting at BA after a system meltdown left 75,000 passengers stranded over a May bank holiday weekend, with unions highlighting the hundreds of skilled staff who had been made redundant. But IAG denied any link between outsourcing and the recent problems, and the airline group appears determined to cut costs further. <br/>
https://portal.staralliance.com/cms/news/hot-topics/2017-06-15/oneworld/british-airways-looks-to-capita-to-run-call-centres-after-it-meltdown
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British Airways looks to Capita to run call centres after IT meltdown
British Airways is close to striking an agreement for Capita to run its call centres as the airline attempts to improve its customer relations after its disastrous IT meltdown last month. Under the agreement, Capita, an outsourcing group that has had its own public relations disasters in the past with its management of London’s congestion charge and NHS administration, would take over the almost 10m calls a year made to BA staff in Newcastle upon Tyne and Manchester. Questions were asked about cost-cutting at BA after a system meltdown left 75,000 passengers stranded over a May bank holiday weekend, with unions highlighting the hundreds of skilled staff who had been made redundant. But IAG denied any link between outsourcing and the recent problems, and the airline group appears determined to cut costs further. <br/>
