"Powergen shuts India call centres
Powergen says overseas call centres still have a place - just not for them
Energy firm Powergen is to close its Indian call centres, with staff in the UK dealing with customers instead.
It said the move would create 450 new jobs by the end of the year and reduce the number of customer complaints.
Powergen began using call centres in India five years ago citing, like many other businesses, the financial benefits it brought.
But the firm said it was "not prepared to achieve savings at the risk or expense of customer satisfaction".
Customer confidence
"Offshore call centres may have their place for certain industries," said Powergen's managing director, Nick Horler.
"However, we believe that we can best achieve industry-leading customer service by operating solely in the UK.
"When customers contact us they need to be confident that their query will be fully resolved quickly."
The new jobs will be created at the centres in Bedford, Bolton, Leicester, Nottingham and Rayleigh in Essex.
Customers ringing Powergen will now be answered in the UK though calls to customers will continue to be made from India for the rest of 2006.
Powergen is owned by German utility group E.ON."
Might be switching my electricity / gas provider.....
Powergen says overseas call centres still have a place - just not for them
Energy firm Powergen is to close its Indian call centres, with staff in the UK dealing with customers instead.
It said the move would create 450 new jobs by the end of the year and reduce the number of customer complaints.
Powergen began using call centres in India five years ago citing, like many other businesses, the financial benefits it brought.
But the firm said it was "not prepared to achieve savings at the risk or expense of customer satisfaction".
Customer confidence
"Offshore call centres may have their place for certain industries," said Powergen's managing director, Nick Horler.
"However, we believe that we can best achieve industry-leading customer service by operating solely in the UK.
"When customers contact us they need to be confident that their query will be fully resolved quickly."
The new jobs will be created at the centres in Bedford, Bolton, Leicester, Nottingham and Rayleigh in Essex.
Customers ringing Powergen will now be answered in the UK though calls to customers will continue to be made from India for the rest of 2006.
Powergen is owned by German utility group E.ON."
Might be switching my electricity / gas provider.....
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