BT to shut down India call centres

New Delhi

Telecom giant British Telecom has announced plans to shut down its call centres in India to bring them back to Britain following complaints of poor customer service.

The UK’s flagship telecom giant, which has used call centres in Delhi and Bengaluru, has said that more than 80 per cent of calls will be answered in the UK by the end of 2016, and that it will go further in years to come.

“When we launched BT Mobile earlier this year we located customer service in the UK and our customers have valued that. We think doing this for our other products is one way in which we can boost the service that we offer customers. Our offshore partners have provided a good level of service, however we believe that now is the right time to commit more investment to the UK,” he said John Petter, Chief Executive of BT Consumer.

Since 2003, the firm, which has more than 10 million customers in the UK, has used call centres in Bangalore and Delhi to supplement its UK operations, according to the ‘Guardian’ Currently half of BT’s customer calls are dealt with at centres in the UK.