BT brings call centres home to improve customer service
BT has scrapped its remaining overseas call centres in a move that will see all issues raised by British and Irish customers dealt with by local support services for the first time in nearly two decades.
The shift, which has seen just over 2,000 jobs created in the UK in the past three years, is part of efforts by the telecoms company to shake off its long-held reputation for poor customer service.
BT, whose broadband operations were ranked among worst in the industry last year, first turned to offshore call centres in locations such as India and the Philippines in 2003.
In a completely sane world, madness is the only freedom (J.G.Ballard).
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