New generation call centres create jobs

New generation call centres create jobs

Almost 200 jobs have been created to handle customer e-mails at a new generation BT call centre in County Fermanagh, reports BBC Online.

Northern Ireland Enterprise Minister Barry Gardiner said the announcement was welcome news for an area that had suffered in recent years from unemployment.

The current staff's high educational standard was a key factor in its decision to choose it as one of the first e-cs operations, said BT customer contact centre director Carol Borghesi.

“Our objective with e-cs is to create a truly positive customer experience for those customers wishing to interact with us via the Internet and the Enniskillen centre will play a key role in enabling us to achieve that," she said.

BT has designated 33 sites as Next Generation Contact Centres.

However, it will now also become one of a small number of sites handling BT's "e-cs channel".

It will handle enquiries coming through the BT website and communications with customers via e-mail.

The job creation agency, Invest Northern Ireland, is supporting the project through an offer of "selective financial assistance" which will be a maximum of £407,400 provided anticipated employment targets are met.

BT said the total project costs were £923,000 and its investment would generate about £3m annually in salaries.

Sources: BBC Online

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