India / TCS wins 1,000 offshore jobs from British energy firm NPower

India’s largest IT service provider Tata Consultancy Services Ltd (TCS) on Thursday won a major deal to handle nearly 1,000 offshore jobs for the British energy giant NPower as part of its restructuring.

Npower, the UK arm of Germany utility RWE, said it will outsource much of its customer service and back office functions to India. TCS will oversee around 1,000 back-office jobs in India. The roles being outsourced to TCS over the next eight months includes largely administrative activity, such as checking meter readings against customers’ bills.

British firm Capita is the front-runner to provide front office customer management and some back-office services from February 2014, for a contract worth around 120 million pounds over seven years. About 540 existing Npower staff will be transferred to the company.

Around 1,460 UK jobs will be cut as part of a major corporate restructuring and outsourcing is aimed at helping Npower cope with peak hour demands.

“Today we have set out our proposed vision of how we would improve customer service, calling on the support of leading retail outsourcing partners,” said NPower chief executive Paul Massara. “This restructure is necessary if we are to deliver the levels of service our customers deserve. All calls would still be answered in the UK. We would have the flexibility to keep call waiting times down during busy periods and continue to keep costs down so we can keep bills down,” he added.

Chosen excerpts by Job Market Monitor. Read the whole story at 

via TCS wins 1,000 offshore jobs from British energy firm NPower – Livemint.

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