Property repairs group plans to outsource call centre work

Date: 14/12/2011

New revenue share numbers may be needed by property repairs group Homeserve after it announced plans to outsource its call centre work.

The company is hoping to improve its handling of customer queries by moving its complaints operation to a new firm, which could lead to the public having to phone new numbers.

Homeserve's announcement comes after it was revealed in October nearly 500 staff would undergo training following accusations of possible mis-selling of household emergency policies.

All telephone sales were halted in October, while inbound calls have been steadily increasing, prompting the company to consider outsourcing while it focuses on rebuilding its reputation.

In a statement, Homeserve said: "The UK business continues to make good progress in recommencing its sales and marketing activities."

Elsewhere, insurance firm BGL recently announced plans to expand its employee base by recruiting 80 new members of staff at its Fusion call centre, the Coventry Telegraph reported.