Call Centres in Ladbokes Shops
Ladbrokes will this week unveil a radical initiative for employees in its betting shops to act as call centre workers during quiet times, in a plan to maximise the efficiency of its staff.
The scheme, which is on trial in 180 stores, will be rolled out across many of Ladbrokes’ 2,000 betting shops and will be announced on Thursday alongside half-year results.
Rather than relocating call centre staff to Gibraltar, as rival William Hill announced plans to do last week, Ladbrokes is retraining shop staff to take bets over the phone, as an extension of the 300 staff based at its betting call centre in Rayners Lane, northwest London.
During quiet times when there is more than one member of staff on duty, phone bets will be routed to the stores. ‘It’s just a sensible use of resources,’ said a company source.
Ladbrokes closed its call centre in Liverpool earlier this year, but has no plans to shut the London site ‘in the foreseeable future’.
