UK internet provider outsources customer support to CCI South Africa
LONDON, UNITED KINGDOM — Community Fibre, a leading network operator and internet service provider (ISP) in the UK, confirmed another wave of job cuts and the outsourcing of customer support roles to CCI South Africa.
The London-based company, which has been developing a 10Gbps capable Fibre-to-the-Premises (FTTP) network, is facing the need to evolve its business model in response to various market pressures.
Despite initial ambitions to expand to 2.2 million premises by the end of 2024, the company has had to pause its build-out and reduce its workforce.
More than 100 UK staff members were informed about potential redundancies, with one employee citing that staff morale had hit “rock bottom.”
The decision to outsource some customer service functions to South Africa is part of the company’s strategy to maintain its service standards while effectively managing costs.
A spokesperson for Community Fibre explained the move, stating, “To continue to offer our market-leading products at the lowest prices to customers, Community Fibre must keep evolving by scaling our operations in an affordable and sustainable manner.”
The partnership with CCI South Africa is described as a measure to balance the need for cost-effective operations with a commitment to quality service. A significant portion of the service operation will remain in the UK.
The spokesperson also noted that the redundancies will be phased in over the next three months to ensure that the company’s service standards are maintained during the transition.
