Thomson closes Glasgow call centre – 450 jobs go

Thomson is to close its Glasgow call centre in December with the loss of 450 jobs.

The operator said the decision was due to the move from telephone to online bookings.

Instead, Thomson is launching a ‘virtual’ call centre where customers who want to book a holiday over the phone will have their call routed to staff in one of its 750 high street agencies.

Thomson said it would help its Glasgow call centre staff find alternative positions either within the company or with other employers in the area.

Staff were informed in a series of briefings and were allowed to go home afterwards.

Local reports said many were in tears and were particularly upset that the closure happening so close to Christmas.

Thomson sales director Derek Jones said: “Now almost half of our flights and holidays are booked online. Whilst we expect the web booking trend to continue there is still a demand for travel agents’ advice, particularly when it comes to specialist holidays.

“We want to ensure that we’re maximising the skills of our shop staff. It’s essential that we predict consumer trends and our business evolves accordingly.
“We do have Thomson shops in the Glasgow area and we do have vacancies there. We’re also working with Scottish Enterprise to do all we can to help secure new positions for our staff.

“We have a team of people who are all highly trained in telephone sales and service skills and we know there a number of businesses moving to the area who are keen to recruit good people.”

The call centre was set up at Cardonald Business Park seven years ago with help from Scottish Enterprise.

At that time, Thomson said it would have 1,000 staff within three years.

Under the new ‘virtual’ call centre iniative, customers who request specific holidays, such as ski, cruise, long-haul, family, beach or citybreaks, will be directed to agents who have specialist knowledge.

The system has already been tested in 76 shops and is due to be rolled out to the whole network by December.

Jones added: “Staff in shops are not necessarily busy throughout the day – some have a busy morning, lunchtime or evenings but in between may be very quiet.

“It’s a great opportunity to use the people we have got to maximum effect. There has been a very positive response from shop staff about the move.”

By Bev Fearis