Sky has shared plans to cut 2,000 jobs in its customer services division, which translates to about 7% of its total workforce. The move will involve shutting down three of its ten call centers in Leeds, Sheffield, and Stockport, with operations in Dunfermline and Newcastle also impacted.
This decision is driven by an anticipated decline in customer calls, as users increasingly favor AI chatbots and emails over traditional methods. Consequently, Sky aims to transition to more digital and AI-assisted services, which the company believes will enhance customer interaction.
A spokesperson emphasized, “This is about building a future-ready Sky that continues to put our customers and their needs first.” To support this shift, significant investments will be funneled into their Livingston, Scotland site to bolster digital customer service infrastructure. This strategic investment aims to deliver faster, more efficient, and seamless customer interactions.
Sky’s move reflects an industry-wide evolution towards digitalization, redefining customer service in the telecom sector. However, maintaining a balance between cutting-edge technology and human-centric service will be crucial in ensuring a sustainable future for both the company and its employees.
