BT cuts 2,200 call centre staff

Telco wields the axe...

BT is to axe 2,200 staff from its call centres as part of a £100m shake-up of its customer services operations. The move will also see 53 call centres closed - over half its existing quota. They will be replaced by 30 state-of-the-art "customer contact centres". BT said two-thirds of current call centre staff will relocate to the new buildings, and no compulsory redundancies will be required. BT said the move followed an extensive review and consultation with unions. The changes will be made over the next two years. When complete, the cuts will take the number employed in BT call centres down to 13,600. BT said the restructuring is designed to make the telco the UK's "customer service champion". BT shares fell 1.5 per cent to 280.75p on the news.