Efforts made to improve customer service as Orange returns its call centres to the UK

In an attempt to improve customer service levels to its 15 million customers the mobile phone operator, Orange has confirmed that its will be returning its call centres that are currently based in India back into the UK.

Commenting recently the chief executive of Orange, Tony alexander said that all the call centres for its customers would soon be based back in the UK. Darlington, Plymouth and North Tyneside are locations where Orange currently employ 12 000 UK, with 1 200 staff working in its smallest centre. The same numbers of staff currently work in the Indian call centres that are due to be relocated. The first service to return to Britain will be that covering services for monthly contract payment.

With poor results recently coming in from everyone from uSwitch to Which? placing them consistently near the bottom of surveys, especially with its broadband customers, Mr Alexander said he has appointed Jackie O’Leary, who recently moved across from Carphone Warehouse, as head of customer service for mobile and broadband, and has her working hard to improve the level of customer service at Orange.
“My aim is for Orange to be renowned for offering the best customer service – not just in mobile but across any industry. To do that we need in-house teams who can react quickly to the market and understand the changing needs of our customers. That’s why we are bringing back services from overseas.” Said Mr Alexander.

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On the basis that sales are good even in light of the downturn in the economy Mr Alexander advised that 60 new branches would be opened by Orange creating 400 new jobs. This is in addition to the 35 stores that Orange already has in the UK with the revamping of 100 of these current branches in an attempt to update them.