What the papers say: Powergen brings call centres home

Powergen gained positive coverage out of a politically charged issue last week, as it announced it was to pull the plug on its Indian call centres. 'Energy giant brings calls back to UK' (Glasgow Evening Times, 15 June).

It was neither castigated for its previous ‘frankly appalling’ customer service (Daily Mirror, 16 June), nor hounded for its ‘embarrassing U-turn’ (Sunday Herald, 18 June).

Indeed, Powergen showed it had learnt from its mistakes, and intended to put customers, and its call centre advisers, at the forefront of its reorganisation strategy.

Further, rather than a policy volte-face, Powergen’s decision was viewed as part of ‘a nascent trend of companies moving jobs back to Britain’ (The Independent, 16 June).

The move also attracted positive feedback from third-party sources, particularly in relation to forthcoming job creation at UK call centres.

Amicus boss David Fleming said the announcement proved ‘a welcome vote of confidence for UK call centre operations’, and hoped that ‘other companies contemplating moving their operations abroad [would now] balance the potential impact on their services and brand’ (Finextra, 16 June).

Analysis conducted by Echo Research from data supplied to PRWeek from NewsNow.

www.echoresearch.com www.newsnow.co.uk

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