Request ID: FOI-2857-2122 Date published: 24 March 2022
You asked
Dear Transport for London,
I am writing to find out under the FOI Act whether or not you currently have any foreign call centres?
Do you have any foreign call centres (or customer service centres or whatever you call them) dealing with customers via phone and/or email and/or social media and/or any other methods?
I am defining "foreign" as meaning outside of, England, Wales, Scotland, Northern Ireland, Jersey, Guernsey, Alderney, Herm, Sark, Isle Of Man, so anywhere outside of these places is what i am asking about.
If the answer is no then just tell me that and you can ignore the rest of my request below:
However if the answer is yes then please tell me:
What countries and what cities within these countries are these call centres located in?
How many people work in these call centres?
How many people work during one shift in these call centres?
How many hours do these call centre employees work per day and per week and per month?
What are the shift times (in the local time of that country) that the employees work?
How much (in the local currency of that country) do these call centre employees get paid?
How is the wage worked out (eg is it per hour or per day or a salary)?
How often do they get paid (eg weekly or monthly)?
How are they paid (eg cash or cheque or direct to bank account)?
Are they directly employed by you or by another company or agency on behalf of you?
What is the minimum age of the people that work in these call centres?
What measures have you put in place to ensure the employees are treated well and fairly especially if they are located in a country without any decent labour laws?
I am awaiting your response regarding my questions within twenty working days
We answered
TfL Ref: 2857-2122
Thank you for your request received by Transport for London (TfL) on 15 March 2022 asking for information about our call centres. Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.
We do not hold the information you have requested - none of our customer contact centres are based outside of the UK.
Please see the attached information sheet for details of your right to appeal.
Yours sincerely
Sara Thomas FOI Case Management Team General Counsel Transport for London
