• BT hints at more call centre jobs heading to Wales

    960 640 Stuart O'Brien

    The director of BT Wales has hinted that more customer service jobs could be returning from India to Wales, as the telecoms giant continues to review its customer service strategy.

    The news comes in the wake of 100 new call centre jobs created by the company in Swansea earlier in the year.

    Alwen Williams, director of BT Wales 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.

    “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 well used and it’s good for the organisation.

    “It’s not just about the call centre either.

    “The site that we have here in Swansea is much more strategically important for BT because it’s where we test our customer-based products.”

    The Welsh government has supported the move.

    Discussing the move after visiting the BT tower in Swansea, economy secretary Ke Skates 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.”

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

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    Stuart O'Brien

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