March 28, 2018 / 2:25 PM / a month ago

BA opts to keep two call centres in-house, dashes Capita's hopes

LONDON, March 28 (Reuters) - British Airways will keep its call centres in Newcastle and Manchester in-house and add millions of pounds of extra investment, the airline said on Wednesday, dashing Capita’s hopes of winning contracts to run the operations.

“I am pleased that following a very detailed review, we are planning to retain both of our long-standing UK call centres in Newcastle and Manchester,” British Airways Chief Executive Alex Cruz said.

Capita had been in a period of “exclusive engagement” with British Airways to support BA’s global customer contact operations, which it said handles around 9.5 million calls a year. (Reporting by Alistair Smout; editing by Kate Holton)

0 : 0
  • narrow-browser-and-phone
  • medium-browser-and-portrait-tablet
  • landscape-tablet
  • medium-wide-browser
  • wide-browser-and-larger
  • medium-browser-and-landscape-tablet
  • medium-wide-browser-and-larger
  • above-phone
  • portrait-tablet-and-above
  • above-portrait-tablet
  • landscape-tablet-and-above
  • landscape-tablet-and-medium-wide-browser
  • portrait-tablet-and-below
  • landscape-tablet-and-below