Jobs at Webhelp previously Morrisons could move abroad

It has been revealed that a “significant proportion” of Webhelp’s work for Morrisons – which is focused in customer communications – may move to locations outside of the UK.

Employees at the supermarket chain’s headquarters in Gain Lane, Bradford were left shocked in May after it was announced hundreds of contact centre jobs there would be transferred to telecom services firm Webhelp.

Just three months later Webhelp has announced in a letter sent to employees, and seen by the Telegraph & Argus, proposals to move “the bulk of the Morrisons operational estate from the UK to a South African office-based solution”.

The plan also includes moving back office, email and social media to Webhelp’s “Gurgaon centre of excellence in India”, according to the letter.

This would impact around 350 jobs and those affected by the proposals, if they go ahead, will be “redeployed” to other roles within Webhelp.

The company has said workers “do a great job of helping and advising customers” but the way the public is contacting them “is changing rapidly” and it “must adapt accordingly”, with some “difficult decisions” having been made.

A Webhelp UK spokesperson said: “Webhelp are a growing customer experience and digital transformation business with the ability to create a personalised customer experience that’s right for each customer today, and in the future.

“Following the announcement of the TUPE transfer to Webhelp in May 2023, a business review of all transferred activities was commenced to understand more about the Morrisons customer contact experience, digital contact offerings and efficiencies.

“The review identified areas where we could enhance the customer experience and support the long-term resilience of Morrisons.”

The letter gave some details on this “thorough review” and why the future involved moving its contact centre services abroad.

Webhelp said it considered other options, including “maintaining the status quo”, but explained those changes would not “provide sufficient flexibility or cost-efficiency”.

The letter added that those options “would not provide the digitally focussed solutions to meet Morrisons customer's evolving needs, such as the growing use of web chat to support the majority of customers who shop online”.

Morrisons' Bradford Headquarters, on Gain Lane (Image: PR)

Webhelp’s South Africa’s operations already have a “wealth of experience” in the retail sector as well as “the multiskilled capabilities” needed to provide the service levels required across the different channels the firm is focusing on, according to the letter.

The Webhelp UK Spokesperson added: “With the business review complete, we are now consulting with colleagues on our proposals, which if they proceed, will see them redeployed to other Webhelp work and campaigns.

“Our key objective is to redeploy all colleagues to other campaigns and we will work with them to make this transition as smooth as possible.

“Over the last few years we have a proven track record of retaining colleagues under similar circumstances and we are committed to doing all we can to achieve this outcome again.”

This is “not a redundancy situation”, according to Webhelp in its letter.

It added that the company has “suitable alternative roles for all colleagues” and will provide information on the redeployment process during collective and individual consultation.

Webhelp's work for Morrisons - which is based in customer communications - could be moved abroad (Image: Other)

A consultation period has begun, with employees asked to elect representatives for the proceedings.

The letter said a follow-up email telling affected colleagues how to do this would be sent out and that a “full process” will be followed, with all employees’ questions and concerns taken into consideration.     

It added: “We wish to fully and meaningfully consult on these proposals before reaching a final decision and we will handle the process with honestly, transparency and sensitivity.”

A Morrisons spokesperson said: "As the trend in customer communications continues to broaden into more channels - especially into social media and webchat - Webhelp is starting a process to move a significant proportion of its work for Morrisons to locations outside the UK in order to meet these developments most effectively.

“All former Morrisons colleagues will be offered redeployment opportunities on other Webhelp campaigns based in the UK."

The transfer of the affected roles will be “carefully” phased over a period of three months should these proposals go ahead, with the operation in the UK closed by November 29.