Call centre staff scaled back as calls rates slide
Rising online sales are set to cost 1,500 workers their jobs at Shop Direct, which owns retail outfits including Littlewoods and Very.co.uk.
Shop Direct is planning to close three contact centres in Sunderland, Burnley and Newtown as it scales down the number of call centre workers in the business. The number of calls received by the business’s call centres has fallen from 33 million to 19 million in four years.
Chief executive Mark Newton-Jones said: "Over the past five years, the proportion of our online sales has grown from 18 per cent to account for over 60 per cent of our business today resulting in excess capacity and space in our contact centres.
"We are a strong and growing business and we need to adapt to reflect the way our customers choose to shop with us."
85% of Shop Direct’s customers bought online over the Christmas trading period and web sales were up 19%. Total sales were up 6% at the business.