July 17, 2017
BT is relocating 2,000 call centre jobs from India to the UK in a cost cutting measure that will slash half of its India-based customer service operations.
BT insisted the move is entirely cost-based and is “not about customer service”.
The decision was revealed during a shareholder question session at BT’s annual meeting.
One BT shareholder asked when the company would close its Indian call centres. Her question was met with an enthusiastic round of applause by other investors.
Chief executive Ian Livingston then disclosed the decision.
After the meeting a BT spokesperson said: “This is not about customer service, as the service in our operations around the globe is of very similar standards.
“It is about the effective deployment of our resources.”
BT currently has 11,000 customer-facing call centre staff in the UK.
Last year the telecoms giant axed 15,000 jobs, and plans to cut a further 15,000 posts this year after reporting a net loss of £83 million in the year to March.