Cliff Notes
- Sky has announced that 2,000 jobs at its customer service centres are at risk, impacting 7% of its workforce, with the closure of three UK sites under consultation.
- The company plans to invest millions in a new “centre of excellence” at its Livingston site, aiming to enhance digital customer service amid declining call volumes.
- Sky anticipates a significant reduction in call volumes over the coming years, focusing on improving digital communications while maintaining personalised support for customers.
Sky announces 2,000 jobs at risk at its customer service centres | Money News
Sky, the owner of Sky News, has announced 2,000 jobs at its customer service centres are at risk.
The company said its proposals, including the closure of three UK sites, would affect 7% of its overall workforce and were currently subject to consultation.
It said that in addition to the proposed closure of the Stockport, Sheffield and Leeds Central contact centres, the operations at Dunfermline and Newcastle would also be affected.
Sky said that it planned a multi-million pound investment in its Livingston site to create a “centre of excellence” as it sought to adapt to changing customer habits through the use of technology amid declining call volumes.
A spokesperson said: “We’re transforming our business to deliver quicker, simpler, and more digital customer service.
“Our customers increasingly want choice, to speak to us on the phone when they need us most and the ease of managing everyday tasks digitally.
“We’re investing in a new centre of excellence for customer service, alongside cutting-edge digital technology to make our service seamless, reliable, and available 24/7.
“This is about building a future-ready Sky that continues to put our customers and their needs first.”
It is understood that the entertainment and telecoms company, owned by US-based Comcast, currently receives 25 million calls from its customers across Europe each year.
That is expected to ease by a third over the coming few years.
Sky further believed that the focus on digital-based communications investment would improve service for its customer base.
The company said it had received feedback from subscribers urging greater choice, adding that “thousands of expert advisors will continue to provide personalised support on the phone when it matters most.”