19 June 2006
Powergen's decision to move its call centres back to the UK has been welcomed by a building society championing the relocation of foreign call centres back to the UK.
As well as praising the decision, Nationwide Building Society also said that its research confirmed that the move was overwhelmingly supported by consumers.
It found that 91% of people now say that it is important that their call is dealt with by someone on the UK. That is up from the 2004 figure of 88%.
Powergen may also attract more business is a result of the change, as Nationwide's survey found that 84% of those asked said that they would be less likely to choose a deal with a company if they knew its call centre was located abroad.
Nationwide executive director Stuart Bernau, said: "Increasing numbers of companies are finding that overseas call centres are not the answer."
He said that while costs may be cut by overseas call centres, staff turnover and productivity may fall.
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