Sky, the owner of Sky News, has announced that 2,000 jobs at its customer service centres are at risk.
The company has put forward proposals, including the closure of three UK sites, which would impact 7% of its overall workforce and are currently under consultation.
Additionally, Sky mentioned that apart from the planned closure of the Stockport, Sheffield, and Leeds Central contact centers, the operations at Dunfermline and Newcastle would also be affected.
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Sky has outlined a multi-million pound investment in its Livingston site to establish a «centre of excellence» as part of its efforts to adapt to changing customer habits due to declining call volumes.
A spokesperson stated: «We are undergoing a transformation to provide quicker, simpler, and more digital customer service.
«Our customers increasingly seek options to connect with us via phone when needed, along with the convenience of managing daily tasks digitally.
«We are dedicated to investing in a new center of excellence for customer service, alongside cutting-edge digital technology to ensure our service is seamless, reliable, and accessible 24/7.
«This initiative is about building a future-ready Sky that continues to prioritize our customers and their needs.»
It is known that the entertainment and telecoms company, owned by US-based Comcast, currently handles 25 million calls from customers across Europe annually.
This volume is expected to decrease by a third in the coming years.
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Sky believes that focusing on digital-based communication investments will enhance service for its customer base.
The company highlighted feedback from subscribers advocating for more choices, affirming that «thousands of expert advisors will continue to provide personalized support over the phone when it is most needed.»