COVENTRY, UK - Reversing the current outbound trend, UK energy firm Powergen is to close its Indian customer-service call centres and return the operations to bases in the UK.
German-owned Powergen began using call centres in India five years ago citing the financial benefits of switching to low-cost countries.
However, it believes the U-turn will reduce the number of customer complaints, saying it is "not prepared to achieve savings at the risk or expense of customer satisfaction".
Says Powergen managing director Nick Horler: "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."
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