Company detailsCode: BTCompany name: BT ConsumerGroup name: BT GroupCompany country: United KingdomGroup home country: United KingdomNumber of employees: 1000Sector: J - Information and communicationSector detail: J61 - Telecommunications Reshoring detailsReshoring announcement date: 18/09/2015Starting implementation date: March, 2016End of Implementation : December, 2016Reshored to: United KingdomLocation of affected unit(s): WarringtonLocation code: UKD61Reshored business function: Customer servicesReshored services/activities: Call centerPartial or Total reshoring: PartialReshoring governance mode: In house (in own facilities)Estimated job gains: 90Reasons for reshoring: Improve customer serviceLoyalty to the home countryPoor quality of offshored productionRetailer/customer pressure (e.g., Wall-Mart)Reshoring ERM database code: bt-6Case 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 Sources link: http://www.theguardian.com/money/2015/sep/18/bt-promises-to-bring-call-c... http://www.thebusinessdesk.com/northwest/news/731680-telecoms-giant-look... Offshoring detailsOffshoring location: IndiaOffshored business function: Customer servicesReason for offshoring: Labour costsHost country geographical area: Indian Subcontinent (eg. India, Pakistan, Bangladesh)
