TCS signs outsourcing deal with energy provider Npower

Tata Consultancy Services (TCS) bas bagged an outsourcing deal from energy provider Npower, a subsidiary of German giant RWE.

The outsourcing deal is moving to TCS because the energy provider plans to cut about 1,460 jobs in Britain and outsource customer service operations to India.

Following its business review announced in August, Npower announced a proposed restructure of its customer service activities, focused on delivering a more efficient, flexible and improved customer experience.
The restructure would involve around 1,460 redundancies out of a UK workforce totalling about 11,000. Under these proposals, customers would continue to be served on the phone by people based in UK call centres and back office functions would be outsourced to India.

A total of 540 staff would switch also to retail outsourcing group Capita and Tata Consultancy Services.

Much of Npower’s customer facing work would be outsourced to Capita which has extensive retail and utility expertise.

The job losses are in addition to 6,700 posts set to go across RWE by 2016 and announced by the German group earlier this month.

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