The Channel logo

News

By | Tim Richardson 16th June 2006 14:17

Powergen pulls plug on Indian call centres

Responds to customer complaints

Powergen is pulling the plug on its Indian call centres following complaints from customers. The energy giant announced yesterday that it plans to withdraw all inbound call handling from India and create 1,000 new jobs in the UK instead.

"Offshore call centres may have their place for certain industries," Powergen managing director Nick Horler said. "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. 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," he said.

Earlier this week, an Indian outsourcing company confirmed plans to create 1,000 jobs in Northern Ireland over the next two years.

ICICI OneSource, one of India's largest business process outsourcing (BPO) companies, said its decision to expand in Europe comes as a number of companies want to outsource their call centre operations but don't want that work migrated to India. ®

alert Send corrections

Opinion

Alexandre Mesguich

Change is order of day as tech giants shift strategy gears
Partnership

Frank Jennings

Confused? No problem, we have 5, no 6, no 7... lots of standards

Chris Mellor

VC sequence could end not with a bang, but a whimper

Features

Hacked US CENTCOM Twitter account
Roll up, roll up, get your exclusive market insights
Wile E. Coyote goes over the edge again
money trap conceptual illustration
Big boys snare the unwary with too-good-to-be-true deals