Sky to cut 2,000 call center jobs amid shift to digital platforms
MIDDLESEX, ENGLAND — British media and telecommunications conglomerate Sky has announced plans to cut thousands of jobs across its UK customer service centers, representing 7% of its workforce, as part of a major shift toward digital communications.
The closures will affect sites in Stockport, Sheffield, and Leeds, while operations in Dunfermline and Newcastle face reductions.
Digital transformation drives Sky’s customer service restructuring
The decision to shift to digital communication services comes as Sky responds to declining call volumes and evolving customer behavior. The company expects annual calls to drop from 25 million to 17 million over the coming years, with more customers opting for online interactions over phone calls.
The spokesperson stated that Sky is transforming its operations to deliver quicker, simpler, and more digital customer service, emphasizing the need for round-the-clock availability through apps, chat platforms, and automated systems.
Sky’s multi-million-pound investment in Livingston aligns with its strategy to modernize customer support while maintaining personalized phone assistance for complex issues.
Industry shift toward digital-first customer experience
The closures are subject to consultations with staff and unions, with relocation options offered where possible. However, the cuts follow last year’s reduction of 1,000 jobs in field installation teams and come amid financial challenges for Sky.
Sky’s 2017 partnership with Firstsource Solutions establishes enhanced multi-channel customer contact strategies, and this reflects its ongoing efforts to adapt to shifting consumer preferences by consolidating outsourced services under one provider and investing in digital transformation.
While the investment in technology positions Sky for future growth, the job cuts highlight the challenges of balancing modernization with workforce stability.
