@DaveDrizen wrote:
Reopening UK call centres that have previously been closed would result in much higher prices Sky would have to charge for its services.
Also, I'd expect in a couple of years a lot of call centres in general , wherever they are based, to disappear as more and more companies switch to AI bots to resolve the majority of customer issues.
A few year ago BT outsourced there call centre to India and they such a bad reputation about them they changed there mind and brought them back to uk and made a selling point that they had done so. Not sure if Sky will eventually do the same. I think if you are asking to cancel your service you are pasted to retention department which I believe was uk based. A couple of months ago I had a problem when I phoned to cancel somthing on my contract and spoke to someone in India. Yes he did the cancellation but also without my knowledge gave me new 24 month minimum term, and when I asked if we as giving me new contract he lied and said no and not only that he had put a £20 " offer fee" on my bill also without my knowledge. Only after I got off the phone and received a email informing me of the new contract and looking at my bill did I realised what he had done. So got back on the phone again contacted with India, however when I explaned why I was calling this time I was passed a department located in the uk that undone all what the other guy done and when I explained that he actually lied to me about he made a full report for the matter to taken further internally.
Fundementally its comes down to a consumer's preference over the price they want to pay vs the level of service they want, and with the cost of everything over the last few years most people are choosing cost over service.
However in the current climate, the location of call centres is becomming irrelvant as investment in AI increases, with customer service one of the main areas this is happening in. AI investment and roll-out isn't exaclty cheap either so typically a company would want to end up with the majority of basic customer service calls ending up resolved through AI ( and being able to offer a 24/7 service for that) rather than it requiring an actually customer services rep. What I suspect will end up happening is that companies will retain a small human customer service presence for more specialised cases/situations that is out of the scope they have designed for their AI.
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