BT call centre jobs could return toWales from India

MORE call centre jobs could be returning to Wales from India, BT has revealed.

Earlier this year 100 new call centre jobs were created in the telecommunications giant’s base in Swansea as part of a decision to reverse changes that saw jobs transferred to India.

Now the director of BT Wales has hinted that more could be on the way.

Alwen Williams said: “Customer service is absolutely critical for BT and improving that customer service experience for our customers; so we are bringing all customer service calls back from India to the UK.

“As part of that, Swansea has benefited greatly in increased job creation and growth. We have created 100 new jobs to date in Swansea and we would like to see that growth continue into the future.

“We have the capacity here in Swansea to do that, so it’s something that we would very much like to do.”

She added: “Swansea is an extremely important site for us strategically; we have found that we can recruit really good people in Swansea who will stay with us. The training they get is wellused and it’s good for the organisation.”

Economy Secretary Ken Skates visited the BT tower in Swansea on Monday. He said: “It’s great to be able to draw back to Wales employment that in previous years was lost. There are 30,000 people employed in contact centres across Wales and it’s a highly valued part of the economy now.

“This particular BT facility is employing a lot of the brightest and best people in the area and it’s great to see them having superb career prospects.”

The minister also hinted at more jobs in the future.

He said: “BT are talking very positively about their future prospects here. I think we need to watch this space.”

A spokesman for BT said: “The contact centre, which has nearly quadrupled in size over the last three years, recently appointed 100 customer service advisors as BT looks to meet its commitment to answer more of its customers’ calls in the UK.”