Powergen Shifts Call Handling from India to UK
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[June 16, 2006]

Powergen Shifts Call Handling from India to UK

TMCnet Contributing Editor
 
Powergen, part of E.ON, announced Thursday that it will withdraw all inbound call handling from India. All calls to the company will now be answered by Powergen’s own advisers in the UK.



This relocation will require Powergen to recruit 980 Customer Service Advisers into its UK based call centres by the end of this year.

Nick Horler, managing director of Powergen, explained in a press release that the company wanted to resolve customer queries quickly, and that, although the cost of outsourcing services is low, the company is not willing to save money at the expense of customer satisfaction.



“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,” he said.

Powergen has reportedly made several changes to improve its customer service. The company claims to have reduced complaints by 75 percent since last July and believes this new step will help them to improve even faster.

For more information, visit Powergen and E.ON.

--------

Anuradha Shukla is a contributing writer for TMCnet covering call centers, CRM and information technology.

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