News : BT Reveals Plans to Move Call Centre Jobs Back to Wales from India
Swansea, Wales, Oct 23, 2017 -- More call centre jobs could be returning to Wales from India, BT has revealed.
Earlier this year 100 new call centre jobs were created in the telecommunications provider’s base in Swansea as part of a conscious decision to reverse changes that saw jobs transferred to India.
And the director of BT Wales has hinted that more could be on the way.
Alwen Williams said: "Customer service is absolutely critical for BT and improving that customer service experience for our customers; so we are bringing all customer service calls back from India to the UK.
"As part of that Swansea has benefited greatly in increased job creation and growth.
"We have created 100 new jobs to date in Swansea and we would like to see that growth continue into the future.
2018 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BERLIN - ORLANDO - MACAOFIND OUT MORE!
"We have the capacity here in Swansea to do that, so it’s something that we would very much like to do."
She added: "Swansea is an extremely important site for us strategically; we have found that we can recruit really good people in Swansea who will stay with us.
"The training they get is well used and it’s good for the organisation.
"It’s not just about the call centre either.
"The site that we have here in Swansea is much more strategically important for BT because it’s where we test our customer-based products."
The move has been supported by the Welsh Government.
Economy Secretary Ken Skates visited the BT tower in Swansea.
He said: "It’s great to be able to draw back to Wales employment that in previous years was lost.
"There are 30,000 people employed in contact centres across Wales and it’s a highly valued part of the economy now.
"This particular BT facility is employing a lot of the brightest and best people in the area and it’s great to see them having superb career prospects."
The minster also hinted at more jobs in the future.
He said: "I think that there could be more jobs in the future.
"BT are talking very positively about their future prospects here. I think we need to watch this space."
Endorsing the city’s importance to BT he added: " Swansea has worked out perfectly for BT people here are full of enthusiasm and there’s a lot of talent and experience in the area, people have come here from Virgin, from Admiral centres and from outside of the centre, they are attracting a lot of people with ambition."
A spokesman for BT said: "The contact centre, which has nearly quadrupled in size over the last three years, recently appointed 100 customer service advisors as BT looks to meet its commitment to answer more of its customers’ calls in the UK.
"The Swansea centre has made a significant contribution to this ambition with nearly 85 per cent of all calls now being handled in the UK."
Of the new employees 21-year-old sales advisor in the contact centre, Natasha Cook from Neath, said: "I absolutely love it here, there are loads of different opportunities, everyone is so friendly, it’s a great place to work."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Patronising Agents
More Editorial From BT
BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all UK customers, network services and solutions for communication companies, worldwide business solutions, internet services, and advanced research and technology.
Published: Tuesday, October 24, 2017
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
IT Outsourcing services ranging from staffing to applications to Infrastructure support
At Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone and through social media. From acquisition and sales to custom...
As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With 30 years of industry exper...