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Bucking trend, Terasen opts to ‘in-source’ customer service jobs

Terasen Gas Inc. announced today it is moving more customer contact and billing operations back in-house, no longer contracting out those operations. The new jobs will be located in Burnaby.

Last December the company made a similar move in Prince George, ‘in-sourcing’ previously out-sourced customer service jobs.

Together, the two moves will add 300 full time, unionized positions to Terasen’s employee rolls.

“These new Customer Contact Centres and the many new jobs that they will create are good news for B.C., for customers, and good news for workers, who will have the benefits and security that come with union representation in their new jobs,” said Andy Ross, President of COPE 378, which is forming a new bargaining unit to represent the workers at both centres.

COPE 378 represents workers throughout the BC energy industry, including BC Hydro, Accenture Business Services for Utilities, Terasen Gas, Fortis BC, and many others.

The Tyee published a series “How We Are Outsourcing BC” five years ago, identifying the potential downside for companies, including eroding customer service, and costs to society as B.C. faces the loss of well-paying, full time jobs.

David Beers is editor of The Tyee.

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