BT’s call centre rethink

A remarkable confession from BT who, in a cold call this week, admitted that many of its call centres were being relocated from India to Ireland. Finally, the company appears to have realised what its customers have known for some time. That using underpaid and undertrained staff thousands of miles from where the callers are based, and all for saving a few pounds, is not the way ahead.

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1 Comment

Filed under call centres

One response to “BT’s call centre rethink

  1. Dave (The Void)

    using underpaid and undertrained staff thousands of miles from where the callers are based, and all for saving a few pounds, is not the way ahead.
    No, but underpaid and undertrained staff dozens of miles from where the callers are based are of course a completely different kettle of fish! You’ve had no indication that training and wages will have improved, you just assume that Ireland is better than India. Isn’t that a bit racist?

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