British Gas call centre goes face-to-face (From Hampshire Chronicle)

British Gas call centre in Southampton goes face-to-face

7:58am Friday 10th February 2012 in Hampshire Business By Matt Smith, Politics and business reporter

British Gas call centre goes face-to-face

BRITISH Gas call centre staff in Southampton will talk face-to-face with customers through a new video service, the company announced today.

The pilot scheme is being launched after research showed that most people wanted to see a customer service employee when they called with a query.

Ian Peters, managing director of British Gas Energy, said: “We’re testing the use of video chat with our customers, offering them new ways to talk to us about the energy they are buying, their energy use and help with energy efficiency to keep bills down.”

British Gas hopes the online pilot will make support and advice as transparent as possible, he added.

The pilot scheme will involve 20 British Gas staff in Southampton and Leeds.

Almost 800 staff work in the British call centre in St Mary’s Road.