Telecom giant, BT announces that the company will bring back its offshore centers back to the UK to manage more than 80 per cent of its customers’ calls in the UK by the end of 2016. BT has created more than 1,000 new UK jobs in preparation to meet this commitment, and plans to create hundreds of other customer call centre positions in the UK over the next year. At present, just under half of calls to BT are answered outside the UK, including in call centres in Bangalore and Delhi.
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...This move will secure thousands of existing UK jobs and create new UK jobs".
The company is in the midst of overhauling the service it offers to customers including providing dedicated relationship managers to support customers with complex issues, offering more online support with its My BT customer service app and creating jobs in the UK so that customers can speak to UK based agents.