Plusnet to axe overseas call centre

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.

Comments (2)

fan

21st November 2010

theres nothing Honest about PLUSNET. This was jus a Marketn ploy to get publicity and people 2 sign up.I dont believe the UK people are naive,dnt join a company who sacks people weeks before xmas,there are many good ISPs out there

durban agent

18th November 2010

I understand the business responsibility that plusnet has to its customers. The manner in which this was followed is appalling. operations stopped on tuesday and staff was told they no longer have jobs on tuesday. Farewell plusnet may your operation continue to grow.

Leave your comment

We will never share your email address and it will not be displayed.

Your name

E-mail (not displayed)

Post comment »

Notify me of replies by email