London: British energy giant Npower today defended its decision to outsource hundreds of UK jobs to India, saying it will lead to “better service” for clients.

“We have made the decision to go to India for part of the off-shoring for the back-end office; the front-end office when people call will still get a UK voice that’s still on shore,” said Paul Massara, chief executive of Npower.

The firm has been facing a backlash over its recent announcement of off-shoring and closure of offices in Stoke-on-Trent with the loss of around 550 jobs by next June.

“But the fact is we can do it cheaper and with better service and the reality is if you think of the likes of M&S, you think of the likes of Scottish Power, you think of the likes of John Lewis, other people, they have already done this and they already get world class service.”

“We’ve had to make tough decisions but these tough decisions are the right decision so that we improve customer service and keep costs down because everybody is worrying about the cost of their energy right now,” Massara added.

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