Offshoring trend to India reversed - Powergen, Britain's second-biggest energy supplier, is bringing back its call centre operations from India, leading to 980 British jobs being created by the end of the year
Media Release
Jun. 17, 2006

Powergen, Britain's second-biggest energy supplier, is bringing back its call centre operations from India, leading to 980 British jobs being created by the end of the year.

The move, announced yesterday, forms part of a nascent trend of companies moving jobs back to Britain: Abbey was forced to shut its call centres in India last year after customers'' reported unhappiness with the bank's 1000 call centre staff in Bangalore.

Calls to Powergen, owned by Germany's E.ON, will now be answered by an adviser in Britain.

The managing director, Nick Horler, said, ''''Offshore call centres may have their place for certain industries. However, we believe that we can best achieve industry-leading customer service by operating solely in the UK.'''' He added, ''''Although the cost of overseas outsourcing can be low, we''re simply not prepared to achieve savings at the risk or expense of customer satisfaction.'''' The company has also decided to run the call centres itself.

It will raise the starting salary for all new British-based call centre staff, who will not have call targets, '''so advisers are focused on fully resolving a query rather than answering a specific number of calls''''. The group also said it was launching new, clearer bills for its six million customers.

Offshoring trend to India reversed - Powergen, Britain's second-biggest energy supplier, is bringing back its call centre operations from India, leading to 980 British jobs being created by the end of the year
Media Release
The move, announced yesterday, forms part of a nascent trend of companies moving jobs back to Britain: Abbey was forced to shut its call centres in India last year after customers' reported unhappiness with the bank's 1000 call centre staff in Bangalore.
READ MORE>>

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