Outsourcing to one call centre in India, I cant see it being as expensive as O2 operating, Manchester, Leeds, Bury, Glasgow.
Three in Mumbai operate at a cost which is more than 50% less if performed in the U.S or U.K
When you see the amount of mistakes an outsourced company makes, then you realise its not in a persons best interests.
But O2 already outsource their Customer Service - the people you speak to when you call don't work for O2 they work for a service provider in the UK called Ventura - but it would be more cost effective if O2 gave the business to a service provider in India - then we could have 24 hour coverage
Ventura in Dearne Valley is only one of 4 call centres in the UK who will answer your call if you're an o2 pay monthly customer.
You may also get Glasgow, Bury or Preston Brooke. Although Dearne Valley are outsourced they've been working with o2 for several years and now assist several departments including upgrades, retentions, debt assist and billing system support.
Returns and repairs in in Preston Brooke and Glasgow.
Iphone, Palm Pre and smartphone 2nd line (i.e. Blackberry, htc etc technical) is in Glasgow too (most technical stuff is in Glasgow).
Bury and Preston Brooke are home to most of o2's support teams such as cash management, service operations, central migrations.
A big UK based family
Outsourcing to India would be an awful idea. The majority of people in the UK hate overseas call centres. I often hear customers say "before we start are you in the UK?" or "It's great to speak to somebody in the same country as you".
