Handynetz-Betreiber: Mobilfunker O2 verkauft zwei Callcenter

Telefónica Mobile Operator O2 is downsizing its call center network in Germany. The Munich-based telecom giant announced it will sell its facilities in Rostock and Bremen, which employ a combined total of nearly 430 people, to French call center operator TP. The final approval of the acquisition must still be obtained from the competition authorities, and the sale is set to take place at the end of the year. O2 retains its call centers in Hamburg, Potsdam, and Nuremberg.

Rostock has around 240 employees, while Bremen has approximately 180. TP, formerly known as Teleperformance, provides digital services and already operates for various companies in the automotive, technology, and insurance sectors. With O2's contracts, TP can utilize its new locations in the future. TP's manager, Rainer Majcen, stated that the company aims to leverage its long-standing, trust-based partnership with Telefónica to ensure a smooth transition for employees and customers.

O2 is under pressure due to declining revenues and operational results. In 2024, the major customer 1&1 switched to competitor Vodafone, and the consequences of this loss are still felt by O2. The company's CEO left at the beginning of the year, and since then, Santiago Argelich Hesse has been leading the business. In the summer, O2 announced massive job cuts, with 1,100 positions set to be eliminated this year, reducing the workforce by roughly one-sixth.

The sale of the call centers is part of this workforce reduction. As the world moves towards the digital age and artificial intelligence (AI) applications, the need for people working in call centers decreases. Customers often get help with their problems through chatbots on websites or AI voice assistants on the phone. O2 Telefónica claims that customer service is undergoing a profound transformation, such as customers increasingly relying on self-service options.

The operational chief of Telefónica Deutschland, Mallik Rao, said, "We need to reflect these developments in our organization and service concepts." TP has the resources, size, and expertise to develop customer services sustainably. TP wants to integrate the Rostock and Bremen locations into its extensive international network and strengthen them.