RESHORING CASE

BT Consumer

Company details
Code: 
BT
Company name: 
BT Consumer
Group name: 
BT Group
Company country: 
United Kingdom
Group home country: 
United Kingdom
Number of employees: 
1000
Sector: 
J - Information and communication
Sector detail: 
J61 - Telecommunications
Reshoring details
Reshoring announcement date: 
18/09/2015
Starting implementation date: 
March, 2016
End of Implementation : 
December, 2016
Reshored to: 
United Kingdom
Location of affected unit(s): 
Warrington
Location code: 
UKD61
Reshored business function: 
Customer services
Reshored services/activities: 
Partial or Total reshoring: 
Partial
Reshoring governance mode: 
In house (in own facilities)
Estimated job gains: 
90
Reasons for reshoring: 
Improve customer service
Loyalty to the home country
Poor quality of offshored production
Retailer/customer pressure (e.g., Wall-Mart)
Reshoring ERM database code: 
bt-6
Case narrative: 

BT aims at answering ' at least 80% customers' calls from the UK by the end of the 2016. Currently, there are 800 workers in Warrington and BT plans to hire 90 more. Overall, BT plans to hire 1000 new employees working in the UK customer contact centers by the end of this year. To date, BT's call centers have been primarily located in India, as managing customer calls such regions has allowed the company to minimize costs. Until 2015, centres in Bangalore and Delhi responded to the majority of the 10 million calls that BT receives from customers annually. However, during 2015, 50% of calls were answered by a call center in UK. Currently, there are 20 contact centers within the nation. BT's plans for the future include the creation of "hundreds of other customer call centers in UK".

Sources: 

The Guardian, 18/09/2015

The Business Desk, 25/02/2016

Offshoring details
Offshoring location: 
India
Offshored business function: 
Customer services
Reason for offshoring: 
Labour costs
Host country geographical area: 
Indian Subcontinent (eg. India, Pakistan, Bangladesh)