As complaints decline, KPN shuts Eindhoven customer service unit

Photo: KPN

Telecoms provider KPN is closing its customer service department in Eindhoven with the loss of 300 jobs.

KPN says the number of complaints had fallen off in recent years and fewer complaints means less work for the unit, the Financieele Dagblad said on Tuesday. The service departments in Enschede and Groningen, which employ 3,000 people, are not affected by the closure.

KPN said in 2016 alone the number of calls to the customer service unit fell by 40%. It said customers find answers to their questions or problems on the KPN website or via the KPN app. In addition, customer satisfaction was rising and complaints are far lower, a trend KPN expects to continue in the future.

KPN launched a cost-cutting programme in 2014 which will continue into 2019 with the aim of reducing costs by €750m. Much of this is related to simplifying its IT processes and networks.

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