Swisscom has decided to relocate part of its call centre services to Poland and Bulgaria! according to the daily newspaper 20 Minuten . This new step is raising concerns among employees! regarding employment or quality of service…
When Swisscom confirmed in 2021 that it would be relocating some services to Kosovo! a storm of protest broke out among employees. The call centre workers were outraged because for the first time! the company! which is half owned by the Confederation! was not relocating its activities to Switzerland! but was instead teaming up with an outsourcing partner abroad.
Long-term consequences
It is questionable whether this move is really a positive one! since it can cause more harm than good in the long run. Swisscom is scheduled to start relocating its call center services to Poland and Bulgaria in spring 2024 as part of a pilot project! according to this article .
The outsourcing of Swisscom’s call centre services raises student database questions about the future of employment in the Swiss telecommunications sector. Employees fear not only the loss of their jobs! but also a possible decline in the quality of the services offered! according to the same article.
Strengthen your service! again?
In today’s market where all operators want to maintain their margins! it is clear that Swisscom is looking to reduce its costs by outsourcing its call center services. However! this decision could have negative consequences on the quality of services and customer satisfaction. Ultimately! on its image.Swisscom offers
The outsourcing of Swisscom’s call centre services could still cause some ink to be spilled. That said! in Swisscom’s current position! it might do well to further improve the quality of its service in order to stand out even more from its competitors! who are not always convincing in this area…
Swisscom’s reaction
Swisscom offers its call centre services
The highest possible quality! but also as efficiently and cost-effectively as possible due to the strong competition and price pressure. We have therefore evaluated! together with our existing Swiss service partners! locations that enable the expansion of services abroad and that meet our requirements in a culture that could make this possible terms of quality and customer satisfaction. The choice fell on two locations of a reliable and long-standing partner – one location in Poland and one location in Bulgaria. We plan to organise a pilot at both locations in spring 2024. No job cuts are planned as part of this project! either at our partner or at Swisscom!” explains spokesperson Alicia Richon.
“These are two sites of a Swiss Swisscom list of us mobile phone numbers databases outsources call outsourcing partner of Swisscom. We are starting the pilot with a small number of employees and will monitor the quality continuously! only then deciding what form a development could take. The focus is on simple customer requests (1st level)! which are already provided today by external partners in German and French. Swisscom will continue to employ a large number of employees in Switzerland! both internally and externally at our partners!” she continues.