Sky has announced that up to 2,000 call center positions could be affected as they plan to shift more of their customer support services to an online platform.
The media and telecoms company plans to close three of its 10 UK customer service centres, it said on Thursday, citing changing consumer preferences and declining call volumes.
The planned cuts – which would see its Stockport, Sheffield and Leeds Central call centres close – represent 7% of its total workforce and are subject to consultation.
A representative from Sky stated that they were investing several million pounds in their facility located in Livingston, close to Edinburgh, as part of an overhaul aimed at providing faster, easier, and more digitized customer services.
In addition to shutting down three locations, the proposed plan would also impact operations at its sites in Dunfermline and Newcastle.
Sky News reports that the company, which is owned by Comcast, receives around 25 million calls a year from customers across Europe each year – though it expects this to decrease by a third in the next few years.
Sky notes that numerous customers currently seek various methods of reaching out to them—such as through online chats and email—and wish to do so round-the-clock.
In addition to enhancing its facility in Livingston, the firm announced it would be investing in advanced digital technologies to ensure their service is smooth, dependable, and accessible around the clock.
A spokesperson for Sky stated: “Our focus is on developing a forward-thinking Sky that consistently prioritizes our customers and their requirements.”
In January 2024, Sky announced plans to reduce its workforce by 1,000 positions in the UK as it shifts focus toward internet-driven offerings.
- Sky plans to eliminate 1,000 positions as part of its shift toward digital advancements.
