Nevertheless,
Use free fall call-center voo:
At the controls of the VOO call center since June 2023 – Use free fall call-center voo
December 24. Consequently, 2021, Orange Belgium announces the signing of an agreement with Nethys for the acquisition of 75 % less an action by VOO SA. Furthermore, In the lot: VOO and Brutelé fixed networks, the BE TV paid television service, the WBCC Call-Center Price: 1.35 billion €.
March 20, 2023, the European Commission authorizes the acquisition of VOO and rude by Orange, but lays conditions. Consequently, The main one: open these two fixed networks to the competitor Telenet, for a minimum duration of ten years.
June 2, 2023, Orange Belgium completed the acquisition of 75 % of the capital less a share of VOO SA.
-5.18 % of end -time equivalents at the end of 2022 at the end of 2024 – Use free fall call-center voo
Orange Belgium. Nevertheless, has been officially in charge of WBCC since June 2023. Therefore, With what objective and verifiable consequences on employment?
According to the annual accounts deposited at the National Bank of the Belgian National Bank Center. Meanwhile, the number of full -time equivalent (ETP) of employees fell by 5.18 % between the end of 2022 and end of 2024, from 422.2 FTE to 400.3 FTE.
- 2024. However, 400.3 ETP workers (full -time equivalent). Consequently, Entrances: 37 andp. However, Outings: 44.6 FTEs including 24 dismissals andp. In addition, 92.4 temporary workers andp.
- 2023. However, 407.8 ETP workers (full -time equivalent). Therefore, Entrances: 46 andp. Nevertheless, Outings: 57.8 FTEs including 25.9 dismissals andp. Consequently, 78.7 temporary workers andp.
- 2022. 422.2 ETP workers (full -time equivalent). Entrances: 118.6 FT. Outings: 55 FTEs including 14 dismissals andp. 80.9 temporary workers andp.
- 2021. 360.9 ETP workers use free fall call-center voo (full -time equivalent). Entrances: 106 andp. Outings: 46.1 FTEs including 9.5 dismissals andp. 134.3 ETP temporary workers andp.
- 2020. 300.2 ETP workers (full -time equivalent). Entrances: 96 andp. Outings: 40.5 FTEs including 13.2 dismissals andp. 157.2 ETP temporary workers.
- 2019. 245.7 ETP workers (full -time equivalent). Entrances: 37 andp. Outings: 53.9 FTEs including 3.5 dismissals andp. 151.6 temporary workers andp.
Two new trends observed in 2023. 2024
When analyzing the figures compiled above, it is clear that two trends mark their imprint in the 1920s and 2024:
- A certain increase in layoffs, 25.9 FTE in 2023, 24 andp in 2024.
- An inversion of the input/output balance, for the benefit of outings. Additionally, 46 FTEs in entry against 57.8 FTEs in outings in 2023, 37 FTEs in entry against 44.6 FTEs in outings in 2024.
To formulate it differently: since 2023, WBCC use free fall call-center voo has been receiving more, has recorded more departures than arrivals. This results in particular from an orange desire not to systematically replace departures.
50 employees who have changed their contracts. “Payroll”
If the data on December 31, 2024 are known and indisputable, we enter the war of figures concerning the employment of WBCC in July 2025.
It is only 300 employees for the Call-Center, denounces the Setca Liège. It is “much more than 300 employees”, replies the spokesperson for Orange Belgium, Sven Adams, without giving more precision.
Between the 400.3 FTEs at the end of 2024. the figure of July 2025 which is debated, there is a major element to take into account. Basically, 50 employees have changed contracts and went from the WBCC “payroll) to that of Orange Belgium. In this case, the drop in the number of ETPs is artificial.
In the real, concrete causes, there are voluntary departures, inseparable from the context of uncertainty that reigns in the company. We are talking about a dozen resignations since the beginning of 2025. The “turnover” is also a recurring syndrome of call centers in general.
We can also add long -term patients intermediate of 2025, two to three layoffs, retirement.
Increased training. specialization of employees by the end of 2026
If the current situation is not as black as described by some, the continuation of WBCC’s reorganization will still hurt in the next 18 months.
In its strategic plan presented in the works council. Orange Belgium plans to operate the call center with a workforce of 250 to 280 full-time equivalents (ETP) by the end of 2026.
In this vision, simple, first-line calls (“I lost my PIN code, what should I use free fall call-center voo do?”), Must be taken care of by call centers located abroad and this logic is already being implemented. Chatbots, conversational agents, are also called to play a role in this mechanism.
Less numerous but better trained. in particular for software and orange products, as well as in the Dutchman, the employees of Herstal and Seraing will have more mission more than ever to answer more sharp questions, to resolve more complex cases.
The situation of temporary workers also at the center of attentions
In this context. temporary workers will also act as an adjustment variable. While they still represented 92.4 FTEs in 2024. Orange wishes to reduce their presence and it would have already been halved over the first six months of 2025.
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