http://in.today.reuters.com/news/NewsArticle.aspx?type=technologyNews&storyID=2006-06-15T171610Z_01_NOOTR_RTRJONC_0_India-254866-1.xml
"LONDON (Reuters) - Britain's second-biggest energy supplier, Powergen, said on Thursday all customer calls to it are to be answered in Britain rather than India, leading to 980 UK jobs being created by the year-end. "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," Managing Director Nick Horler said in a statement. Powergen, owned by German utility E.ON, said it was raising the starting salary for new British-based call centre staff. They would not have call targets "so advisers are focused on fully resolving a query rather than answering a specific number of calls". It also said it was launching new, clearer bills for its six million customers." This isn't the first case of on-shoring. Note that Powergen don't say they're bringing the function in-house; just back to the UK. They've had terrible problems with call non-resolution. Their Level 2 call centre was retained in the UK and complained bitterly about its rocketing workload and the extreme difficulty of interacting with their Indian Level 1. I've heard one tape that you wouldn't believe - the answer to every technical question was "Yes". -- Phil Payne http://www.isham-research.co.uk +44 7833 654 800 ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to [EMAIL PROTECTED] with the message: GET IBM-MAIN INFO Search the archives at http://bama.ua.edu/archives/ibm-main.html
