Littlewoods, Kays, Great Universal and LX Direct owner Shop Direct could close three of its call centres after increasing numbers of customers turn to online shopping.

The emerging trend has resulted in the decline of call volumes within the centres leaving them with excess capacity.

The home shopping retailer answered 19 million calls in the past year in comparison to the 33 million calls made through Shop Direct's call centres less than four years ago. Highlighting the magnitude of the shift towards customers choosing online retailing, the company is said to now expect more than 70 per cent of group sales to be made online by 2011.

"We recognise that this is a very difficult time for those teams affected by the proposed contact centre closures. We are working closely with the trade unions to help staff through the consultation process and support them in finding future employment," said Mark Newton-Jones, chief executive.