One of O2’s important selling points has been that all calls from UK customers are handled by UK staff. We believe it is a serious misjudgement at a time of high unemployment in the UK to compromise this customer advantage and transfer calls overseas. Our members are telling us it reflects old ways of thinking, not new. 

Prospect and our members have approached Telefonica to engage more closely with us to identify and co-operate with improving processes, systems and ways of working. We believe they have the potential to lead to greater efficiency and lead to a discussion about bringing more outsourced work back in house.

In this way we can all focus on delivering improved customer service rather than focusing on the costly management of different outsource partners and disconnected processes.  Our members can then feel more secure about their jobs in Telefonica at a time of uncertainty across the economy.