BT Consumer has pledged to answer more than 80 percent of customer calls in the UK by end-2016 as it brings customer service back to UK call centres from India. It has created more than 1,000 new UK jobs in preparation to meet this pledge, with hundreds of customer call centre positions to be created in the UK over the next year. BT will continue to outsource back office work and functions that do not involve taking customers' calls offshore. BT Consumer CEO John Petter said that customers had indicated that they would prefer to speak to a contact centre in the UK when they call the company.
