The BT has hired 1,000 people and pledged to handle 80 per cent of all calls in Britain by the end of next year and eventually stop using Indian centres altogether. According to BT it has brought back more jobs from India where the price of hiring good agents has skyrocketed, reducing the cost benefit of handling the work offshore.
BT moved much of its call centre work to the sub-continent more than a decade ago, but since then many customers have complained that calls about broadband or billing problems have been dealt with by an operative 7,000 miles away in Bangalore.
The company has argued that its Indian bases mainly dealt with high-level complaints but a statement revealed that half of all customer service calls were still handled in India. It is buying EE, the mobile company, which has moved work back from countries including the Philippines after adding jobs in Belfast and the northeast.
