BT is creating 194 new jobs in Enniskillen by upgrading and expanding its Enniskillen call centre to create an e-customer services (e-cs) centre.
In announcing the new jobs, which are backed by Invest Northern Ireland, Enterprise, Trade and Investment Minister, Barry Gardiner, MP, said: “This investment is creating 194 quality jobs in an area which has suffered in recent years from unemployment. It will bring employment in the Enniskillen centre to 480 and inject a further £3 million annually into the local economy in salary costs.
“Any one of BT’s Next Generation Contact Centres, both within the UK and offshore, could have been chosen for this new work. The fact that Enniskillen was chosen is testimony to the workforce and a further reflection of Northern Ireland’s competitive edge for inward investment.”
BT Customer Contact Centre Director, Carol Borghesi, said: “The very high standard of education among the current staff in the Enniskillen centre was a key factor in our decision to choose it as one of the first BT e-cs operations.
“Our objective with e-cs is to create a truly positive customer experience for those customers wishing to interact with us via the internet. Our goal is operational excellence and the Enniskillen centre will play a key role in enabling us to achieve that.”
The Enniskillen call centre is one of 33 BT centres designated as ‘Next Generation Contact Centres’ but will now also become one of a small number of sites handling BT’s e-cs channel. For example, the centre will handle enquiries coming through the BT.com website and communications with customers via e-mail.
BT is forecasting that e-customer service will be a high growth area, displacing voice as the preferred means of customer support.