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BA’s decision to retain UK call centres welcomed by union

British Airways is to retain its two call centres at Manchester and Newcastle rather than outsource them in a move welcomed by the UK’s biggest union.

The airline said yesterday that the two centres, which employ 1,100 people, would receive millions of pounds in extra investment.

Outsourcing firm Capita had been in a period of “exclusive engagement” with the airline to support BA’s global customer contact operations, which handle around 9.5 million calls a year.

However, BA chief executive Alex Cruz said: “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.”

BA said it would retain a further 900 people in its other contact centres in Germany, Hong Kong and India, and was exploring a possible new centre in Cape Town, which would be run by a third party such as Capita.

Unite national officer for civil air transport Oliver Richardson said: “We are very pleased that, working with the BA management, we have been able to make the strong case that customer services are best served by the centres remaining within BA.

“This will give reassurance for the future to our members at Manchester and Newcastle.

“This decision has come about without any loss in pay and terms and conditions for the workforce, although we are working closely with the company to implement mutually agreed efficiency savings.”

He added: “More generally, I think there is a new mood across business and other organisations in the UK that, following the recent Carillion debacle, outsourcing is not necessarily the best option if you wish to develop your business successfully – and keep the customers happy.”

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