Surely the answer to every question was "Goodness gracious me, yes"
Chris Mason ----- Original Message ----- From: "Phil Payne" <[EMAIL PROTECTED]> Newsgroups: bit.listserv.ibm-main To: <[email protected]> Sent: Thursday, 15 June, 2006 4:17 PM Subject: An off-shoring failure > 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
