Nationwide backs Powergen's decision to inshore.

Position:FIRST IN ... - Nationwide building society - Brief article

The Nationwide building society has supported energy provider Powergen's recent decision to return its call centres to the UK, although the move will almost certainly increase costs.

After Powergen announced plans to close down its Indian call centres, its managing director, Nick Horler, admitted that the decision could be costly in the short term. "But we're simply not prepared to achieve savings at the risk or expense of customer satisfaction," he said.

Stuart Bernau, Nationwide's executive director, welcomed the decision and said that research by his firm has revealed a consumer backlash against overseas call centres. Over 90 per cent of those surveyed said it was important that they spoke to UK-based operatives, while 84 per cent said they would be less...

To continue reading