700 jobs at risk at Shop Direct call center

Close to 700 jobs are said to be at risk at two call centers in Bolton and Aintree for online retailer Shop Direct.

Webhelp, the firm which operates the center on Shop Direct's behalf, is set to close the call center operation in Bolton sometime early next year and the Aintree location in spring 2017, according to the Manchester Evening News. The business service provider currently employs 1,162 people for Shop Direct's call centers, but if the closures go ahead as stated, this will drop to 460 over the next 18 months.

Call center closure part of Shop Direct's plan to become a 'world class online retailer'

"Consumer behaviour is continuously changing and as a digital retailer on a journey to becoming world-class, Shop Direct needs to be confident it can continue to anticipate the ways in which customers will want to communicate with its brands in the future," commented David Turner, chief executive officer of Webhelp UK on the impending closure proposal.

Due to a shift in shopping habits, Shop Direct foresees a steep decrease in call volumes over the next decade. When combined with the new digital skills and improved infrastructure needed to handle the change in consumer demand, this mean a number of closures need to be made. The proposal plans for Shop Direct also include the setup of an 'excellence' center in Cardiff, with the remainder of the business operations being offshored to South Africa.

Shop Direct's Chief Executive Officer, Alex Baldock added the changes are part of the businesses ongoing progress plan to become a "world class online retailer." However, employees at the call center do not have to fear for their jobs just yet: "This is purely a proposal at this stage and will be subject to thorough and meaningful consultation with trade unions, employee representatives and employees at each affected site," said Baldock.

"Change can be difficult but it is necessary and we are confident that the proposals outlined by Webhelp will ensure we can continue to develop the fantastic digital service our customers are telling us they expect from Shop Direct."