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Last Updated: Thursday, 3 June, 2004, 17:52 GMT 18:52 UK
Email boom creates jobs boost
BT building
BT said the total project costs were 923,000
Almost 200 jobs have been created at a BT call centre in County Fermanagh.

The site in Enniskillen will be one of a new generation of centres handling emails from customers.

The job creation agency, Invest Northern Ireland, is supporting the project, which was announced on Thursday.

BT said it expected e-customer service to be a growth area.

Northern Ireland Enterprise Minister Barry Gardiner said the announcement was welcome news for an area which had suffered in recent years from unemployment.

"It will bring employment in the Enniskillen centre to 480 and inject a further 3m annually into the local economy in salary costs," he said.

"Any one of BT's Next Generation Contact Centres, both within the UK and offshore, could have been chosen for this new work.

Our objective with e-cs is to create a truly positive customer experience for those customers wishing to interact with us via the internet
Carol Borghesi

"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 current staff's high educational standard was a key factor in its decision to choose it as one of the first 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," she said.

"Our goal is operational excellence and the Enniskillen centre will play a key role in enabling us to achieve that."

BT has designated 33 sites as Next Generation Contact Centres.

However, it will now also become one of a small number of sites handling BT's "e-cs channel".

It will handle enquiries coming through the BT website and communications with customers via e-mail.

Invest Northern Ireland is supporting the project through an offer of "selective financial assistance" which will be a maximum of 407,400 provided anticipated employment targets are met.

BT said the total project costs were 923,000 and its investment would generate about 3m annually in salaries.

BBC NI's Will Leitch:
"BT has chosen the existing call centre to be a new e-customer service centre"

NI set for 100% broadband
29 Mar 04  |  Northern Ireland
High-speed net plans launched
22 Jul 03  |  Northern Ireland

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