Powergen have announced they’re to reverse the decision to outsource call centre jobs to India. I can’t say I’m surprised – offshoring has been one of the biggest follies of recent times and I fully expect the next 2-3 years to see the majority of companies follow Powergen’s example and bring the jobs back to the UK.
The press release issued by PG says the decision will “build on huge improvements to customer service that have already led to a 75% reduction in complaints to energywatch since July 2005”
It does rather sound as if the company has belatedly realised customers don’t like dealing with someone half a world away and it also seems clear that the outsourcing decision lies at the heart of many complaints.
One wonders how many customers companies have lost by sending jobs abroad and how much damage they’ve caused to their brands with the decision to lay off UK workers and employ foreign workers for a fraction of the cost…
