Experian to close UK contact centres
GUS-owned business facing increased competition
Business information specialist Experian is to close its three UK contact centres in Preston, Bolton and Widnes between now and 2006.
Experian, owned by retail group GUS, has seen increased competition for its credit checking and data collection services as customers increasingly outsource to overseas call centres.
One such customer is Marks & Spencer, which has opened a call centre in India and is ending a contract with Experian in June, a year early.
More than 860 jobs will be affected. Keith Valentine of Experian, said: “We have carried out a thorough review of our contact centre business and reluctantly concluded that it is not economically viable in the long term.
“The market place for contact centres has changed considerably in the last two to three years and significant investment would be required to bring the centres up to the level of economic efficiency required to make them competitive with world-class specialists in this area.
“We have entered into a consultation period with everyone affected and are negotiating the phased closure of the three centres between now and 2006 so that our clients have time to source alternative arrangements and to reduce the impact on our people.”
* The benefits and impact of outsourcing for the retail sector is explored at Strategic Outsourcing For Retaliers, taking place in London on June 15. For more information visit: http://www.retailevents.co.uk
