Sky says 2,000 jobs at risk at its customer service centres

Sky, a British broadcaster, has announced that approximately 2,000 call center jobs are at risk due to plans to shift more customer service operations online. The media and telecommunications company stated on Thursday that it intends to close three of its ten customer service centers in the UK, citing changing consumer preferences and a decline in call volumes. This strategic shift reflects a broader trend towards digital customer engagement.

The proposed layoffs involve the closure of call centers in Stockport, Sheffield, and Leeds Central, affecting approximately 7% of its total workforce, and are currently under consultation. Furthermore, operations in Dunfermline and Newcastle will also be impacted, indicating a significant restructuring of Sky's customer service infrastructure. These changes highlight the company's efforts to streamline its operations.

A Sky spokesperson stated that the company is investing millions of pounds in its Livingston base near Edinburgh as part of a transformation aimed at "providing faster, simpler, and more digital customer service." Sky News reported that the Comcast-owned company receives approximately 25 million calls annually from customers across Europe but anticipates this number will decrease by a third in the coming years. This investment aims to modernize their customer interaction methods.

Sky stated that many customers now prefer to contact them through different channels, including online chat and email, and expect to be able to reach them 24 hours a day. In addition to upgrading the Livingston base, the company also stated that it will invest in "cutting-edge digital technology to make our service seamless, reliable and available around the clock." This digital transformation is intended to enhance customer satisfaction and efficiency.

A Sky spokesperson said: "This is about building a future-fit Sky, continuing to put our customers and their needs at the heart of what we do." Back in January 2024, Sky had already indicated plans to cut 1,000 jobs in the UK due to a shift towards more internet-based services. These measures are part of a long-term strategy to adapt to evolving customer expectations and technological advancements.