Sky to cut 2,000 jobs by closing call centres

Sky will close three call centres and reduce the size of two others in northern England, resulting in around 2,000 job losses.

These changes will affect about 7% of the UK staff at the media and telecommunications company and are subject to consultation.

Sky will shut down three of its 10 call centres, including Leeds, Sheffield, and Stockport, and reduce the size of offices in Newcastle, Dunfermline, and Dundee.

Comcast, the US media giant that acquired the company in 2018, cited declining call volumes and changing customer preferences as reasons for its acquisition.

In a survey of 10,000 customers, it was found that they preferred digital access to perform daily tasks like paying their bill or changing their contract.

Sky will invest in “advanced services digital” to replace telephone contact services, and in a centre of excellence at Livingston, near Edinburgh. This is part of the transformation to “deliver quicker, simpler, and more digital service to customers”.

Sky’s spokesman said: “We are transforming our company to provide faster, simpler and more digital service. Sky’s spokesman said: “We are transforming our business to deliver quicker, simpler and more digital customer service.

“We are investing in a centre of excellence for Customer Service, along with cutting-edge digital technologies to make our service seamless and reliable. It is available 24/7.” It’s about creating a Sky that is future-ready and puts our customers first.

Sky receives 25 million calls each year from customers in Europe, but it is expected that this number will drop by one third over the next few years

Sky announced in January 2024 that it would be cutting approximately 1,000 jobs, including a large number of engineering positions.