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Business

TDC outsources 800 customer service jobs

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August 6th, 2014


This article is more than 10 years old.

One in ten support jobs now handled by American firm

The American service company Sitel is taking over some of the customer support functions at TDC in the largest outsourcing in the company’s history.

The outsourcing means that one out of every ten TDC customer support employees – 800 people in all – will be working for a new boss by autumn.

“This is the most comprehensive outsourcing in the group’s history, and it has been important for us to ensure that employees have maximum confidence in the process,” TDC head Jens Aaløse said in a statement. “That confidence has been achieved through the agreement with Sitel.”

The 800 TDC employees will be under Sitel’s auspices starting on October 6. They currently work from offices in Copenhagen, Aarhus and Sønderborg, but the Copenhagen and Aarhus jobs will all be moved to either Sønderborg or London and around 150 of the positions will be located in London by the end of 2015, according to TDC.

Savings will go to training
The agreement will cut TDC’s customer support costs. The company said that part of the savings will go to training programs for its remaining employees.

“The agreement with Sitel provides excellent support functions and simultaneously releases the resources that make it possible for us to provide significantly better customer service,” Aaløse said.

READ MORE: More TDC jobs may be headed out of the country

The terms of employment for the affected employees will remain the same for the moment, according to the statement.

One of Sitel’s stated goals in taking over from TDC is to significantly reduce the waiting time for telephone support.


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A survey carried out by Megafon for TV2 has found that 71 percent of parents have handed over children to daycare in spite of them being sick.

Moreover, 21 percent of those surveyed admitted to medicating their kids with paracetamol, such as Panodil, before sending them to school.

The FOLA parents’ organisation is shocked by the findings.

“I think it is absolutely crazy. It simply cannot be that a child goes to school sick and plays with lots of other children. Then we are faced with the fact that they will infect the whole institution,” said FOLA chair Signe Nielsen.

Pill pushers
At the Børnehuset daycare institution in Silkeborg a meeting was called where parents were implored not to bring their sick children to school.

At Børnehuset there are fears that parents prefer to pack their kids off with a pill without informing teachers.

“We occasionally have children who that they have had a pill for breakfast,” said headteacher Susanne Bødker. “You might think that it is a Panodil more than a vitamin pill, if it is a child who has just been sick, for example.”

Parents sick and tired
Parents, when confronted, often cite pressure at work as a reason for not being able to stay at home with their children.

Many declare that they simply cannot take another day off, as they are afraid of being fired.

Allan Randrup Thomsen, a professor of virology at KU, has heavily criticised the parents’ actions, describing the current situation as a “vicious circle”.

“It promotes the spread of viruses, and it adds momentum to a cycle where parents are pressured by high levels of sick-leave. If they then choose to send the children to daycare while they are still recovering, they keep the epidemic going in daycares, and this in turn puts a greater burden on the parents.”