People | T echnology | Performance Business Challenge British Airways (IAG Group) saw a rapid increase in call volumes and with high staff turnover opened a new service centre in Newcastle-upon-Tyne. This large facility known as the Information Technology Centre (ITSC) is a 24×7 operation due to the nature of airport operations and is the single point of contact for all inbound IT issues from around the world. The ITSC team supports over 1

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