Hundreds of Scottish call centre workers have been laid off after they refused to relocate to India as part of a cost-cutting move by their employer. The staff, who worked for a company that provides customer service for several UK brands, were given an ultimatum to either move to India or lose their jobs.
Shocking decision amid pandemic
The workers, who were based in Glasgow and Edinburgh, were shocked by the decision of their employer, which came amid the ongoing Covid-19 pandemic. Many of them had been working from home for the past two years and had no intention of leaving their families and friends to work in a foreign country.
One of the workers, who wished to remain anonymous, said: “We were told that the company was restructuring and that they wanted to move the operations to India to save money. They said that we could either relocate there or take redundancy. It was a no-brainer for most of us. We have our lives here, our homes, our children. We can’t just pack up and go to India.”
The worker added that the company offered them a relocation package, but it was not enough to cover the expenses and risks of moving to India. “They offered us a one-way flight, a month’s accommodation, and a salary that was lower than what we were earning here. They also said that we would have to pay for our own visa, health insurance, and taxes. It was a joke. They basically wanted us to work for peanuts in a country that has a high rate of Covid-19 infections and deaths.”
Outrage from unions and politicians
The decision of the company, which has not been named for legal reasons, has sparked outrage from unions and politicians, who have condemned it as a betrayal of the workers and a loss of valuable jobs for Scotland. The unions have accused the company of exploiting the workers and violating their rights.
Dave Moxham, deputy general secretary of the Scottish Trades Union Congress (STUC), said: “This is a disgraceful and heartless decision by the company, which shows a complete disregard for the welfare and dignity of the workers. These workers have been loyal and hard-working, providing essential customer service for many UK brands during the pandemic. They deserve better than to be thrown on the scrapheap or forced to relocate to India against their will.”
Moxham added that the STUC was supporting the workers and demanding that the company reconsider its decision and offer them alternative options. He also called on the UK government to intervene and protect the workers’ rights. “The UK government must step in and stop this outsourcing of jobs to India, which is damaging the economy and the society. The government must ensure that the workers are treated fairly and that they have access to decent jobs and social security. The government must also review the contracts that the company has with the UK brands and make sure that they are not complicit in this exploitation.”
The decision of the company has also drawn criticism from Scottish politicians, who have expressed their solidarity with the workers and their anger at the company. Anas Sarwar, leader of the Scottish Labour Party, said: “This is a shocking and unacceptable decision by the company, which is betraying hundreds of Scottish workers and their families. These workers have been providing vital customer service for many UK brands, and they deserve respect and recognition, not redundancy or relocation. I stand with the workers and the unions in their fight for justice and dignity.”
Sarwar also urged the Scottish government to take action and support the workers. He said: “The Scottish government must do everything in its power to save these jobs and prevent this outsourcing of jobs to India. The government must engage with the company and the unions and explore all possible alternatives. The government must also provide support and assistance to the workers who are facing redundancy or relocation, and help them find new opportunities and training.”
Impact on customers and communities
The decision of the company to move its operations to India will not only affect the workers, but also the customers and the communities that rely on their service. The customers, who include many elderly and vulnerable people, may face longer waiting times, language barriers, and lower quality of service when they contact the call centre. The communities, especially in Glasgow and Edinburgh, may suffer from the loss of income, spending, and taxes that the workers generate.
One of the customers, who is a pensioner and uses the call centre to manage her energy bills, said: “I am very worried about what will happen when the call centre moves to India. I have been using their service for years and they have always been very helpful and friendly. They know me by name and they understand my needs and problems. I don’t know if I will get the same level of service from India. I don’t know if they will speak English well or if they will be able to handle my queries. I don’t know if I will be able to trust them with my personal and financial information.”
The customer added that she was also concerned about the impact of the decision on the workers and their families. She said: “I feel very sorry for the workers who are losing their jobs or having to move to India. They have been very good to me and I appreciate their work. They must be going through a lot of stress and uncertainty. I hope that they will find a way to cope and that they will get the support and help that they need.”
The decision of the company to outsource its jobs to India is part of a wider trend of offshoring and automation that is affecting the call centre industry in the UK and around the world. According to a report by the Contact Centre Association (CCA), the UK call centre industry employs around 1.3 million people, but it is facing increasing competition and pressure from cheaper and more efficient alternatives. The report predicts that by 2025, the UK call centre industry will lose around 200,000 jobs, or 15% of its workforce, due to offshoring and automation.
The report also warns that the offshoring and automation of call centre jobs will have negative consequences for the customers, the workers, and the society. The report states: “Offshoring and automation may offer short-term cost savings and efficiency gains for the companies, but they may also result in lower customer satisfaction, loyalty, and retention, as well as lower quality, security, and compliance standards. Offshoring and automation may also create social and economic problems for the workers and the communities, such as unemployment, poverty, inequality, and social exclusion.”
The report recommends that the companies, the government, and the unions work together to find solutions and alternatives that can balance the needs and interests of all the stakeholders. The report suggests: “The companies should invest in their people and technology, and adopt a customer-centric and ethical approach to their service delivery. The government should provide a supportive and regulatory framework that protects the rights and welfare of the workers and the customers, and promotes the growth and innovation of the industry. The unions should represent and empower the workers and ensure that they have a voice and a choice in the decision-making and the transition processes.”
