See also http://www.aol.co.uk/news/2015/09/18/bt-in-pledge-to-bring-customer-call-services-back-to-uk/
There's an interesting line in the AOL version:
"Our offshore partners have provided a good level of service for our customers and we will still have offshore partners to help us to deliver various campaigns and services."
Actually, I think BT long ago realised that they provide a lousy level of service for customers, but they now think that they are losing too many customers because of the poor support.
It's a pure cost trade-off - how much money can you save on customer services before you start losing too many paying customers.
