Vodafone is attempting to repair its poor customer service reputation of its UK arm by creating thousands of call centre jobs in the UK, when they were previously overseas.
Vodafone will create over 3,000 new jobs across the UK, by looking to create call centres in Manchester, Newcastle and Scotland.
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The move follows a recent trend of onshoring in the telecoms industry, which is where a business will bring back operations from overseas. A number of telecoms companies have opted to do this in an attempt to improve their customer service, after the telecoms industry had a record number of complaints last year.
The issue is a particular concern for Vodafone UK, which has been losing market share to their competitors after a botched IT overhaul that caused huge billing errors and a huge increase in complaints. Ofcom, the industry regulator, hit Vodafone with a large fine of £4.6 million last October for ‘serious and sustained’ failings.
The new call centres will take on work that is currently carried out in India, Egypt and South Arfica. Vodafone have said that the move will enhance the quality of its customer service operation as part of an overall £2 billion investment on its home ground over three years. It is also injecting cash into its network to improve the coverage and capacity, after a slow upgrade to 4G relative to the company’s other European markets.
The new chief executive at Vodafone UK, Nick Jeffery, had this to say: “These new, skilled roles will make a real difference to our customers and a real difference to the communities that are the focus of our customer services investment.”
Vodafone stated that the move underlined its long-term commitment to the UK.
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