Internet service provider BT has totally ended the outsourcing of its customer support to the Philippines and India. According to reports, BT has decided to bring customer support calls back to the UK and Ireland. The move has required the company to hire more than 2,000 new customer service agents.
Marc Allera, CEO of BT Consumer, said the company knows that customers value speaking to someone on the other end of the phone who understands their issue, whether that is about their products or the weather. He added that 100% of BT customers’ calls are now being answered by agents operating in the UK and Ireland.
The original plan was to complete the onshoring work by the end of 2020.