News : BT Promises to Bring Call Centres Back to the UK
London, UK, Sept 18, 2015 -- BT is to stop using Indian call centres for frontline customer services after its customers told the company they prefer to talk to UK-based workers.
Since 2003 the telecoms provider which has customers in the UK has used call centres in Bangalore and Delhi to supplement its UK operations.
Currently half of BT’s customer calls are dealt with at centres in the UK. But after "listening to its customers" the company has pledged that more than 80% of calls will be answered in the UK by the end of 2016, and that it will go further in years to come.
BT said it has already created more than 1,000 new UK jobs to meet this commitment, and plans to create "hundreds of other customer call centre positions in the UK over the next year". The company has 20 contact centres in the UK from Wales and Cornwall to the Midlands and Scotland.
BT said it will continue to outsource back-office work and functions that do not involve taking customers’ calls offshore. However, the move will be seen as an admission that the cost cutting measure has largely backfired.
Telecoms customers have long complained of poor customer service with staff unable to sort out basic problems.
John Petter, chief executive of BT Consumer, said: "Our customers have told us that they would prefer to speak to a contact centre in the UK when they call us.
"When we launched BT Mobile earlier this year we located customer service in the UK and our customers have valued that. We think doing this for our other products is one way in which we can boost the service that we offer customers. Our offshore partners have provided a good level of service, however we believe that now is the right time to commit more investment to the UK and that this is something customers will appreciate."
He said BT has also invested in new systems to assist its advisers and improve customer services.
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, September 22, 2015