County's call centre hub set for shake-up (From Bromsgrove Advertiser)

County's call centre hub set for shake-up

8:40am Tuesday 23rd October 2012 in News

THE days of a local person answering the phone when someone calls the county council could soon be coming to an end.

Council chiefs are considering outsourcing some staff at the Worcestershire Hub’s call centre – which answers calls to Worcestershire county.

They are keen to stress that no decision has yet been made about the future of the service, however.

The revelation has left the hub’s 50 call takers fearing for the future of their jobs.

At the moment they answer thousands of calls on issues such as potholes, council tax, school admissions and benefits.

The announcement, which was revealed to workers last week, came days after Worcestershire County Council admitted every service was being examined to see if it can be hived off to outside organisations.

Bosses are trying to save at least £90 million by 2015/16 and are hoping some areas can be commissioned out to get people off the wage bill.

The contact centre, in Worcester, was swamped with 677,000 calls last year, the highest figure since the hub launched in 2009.

A spokesman from County Hall stressed that no member of staff has been placed at risk and details regarding the changes, when they may occur and the impact, are not yet available.

County councillor for Redditch David Thain, the county council’s cabinet member responsible for the workforce, added: “We will look at all options to improve services over the next few years.”