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Plusnet to axe overseas call centre

Posted on Nov 18 2010
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Plusnet is planning to move all of its customer service operations to its headquarters in Sheffield.
 
The broadband and home phone provider inherited a call centre in Durban, South Africa, from Madasafish after BT's acquisition of Brightview in 2007.
 
Although Plusnet picked up the consumer customer service gong at this year's Internet Service Providers' Association Awards, it is looking to improve further by moving all operations to the same site.
 
"The guys out in Durban ... [haven't got] the convenience of being able to 'nip up or down the stairs' to discuss particular problems or workflows with other departments," explained Plusnet's Bob Pullen.
 
He added the Yorkshire outfit is also keen to bring back its 0114 helpline number, which was changed for an 0845 non-geographic area code in order to help with the routing of calls to South Africa and the UK.
 
Mr Pullen pointed out customers dialling the 0845 number from a mobile phone are typically being charged for doing so, which he acknowledged is not ideal.
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