Gas call centres go face-to-face (From Croydon Guardian)

Gas call centres go face-to-face

12:05am Friday 10th February 2012 in National News © Press Association 2011

British Gas customers will be able to talk face-to-face with staff when they telephone call centres through a new video service, the company has announced.

A 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."

Hew continued: "We hope that our online face-to-face pilot will not only make our support and advice as transparent as possible, but will also allow us to add an even more personal touch to the service we offer our customers."

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