Cable operator NTL yesterday announced the appointment of a new executive charged with overseeing its drive to improve levels of customer service.
Neil Berkett will join as chief operating officer next month, putting him in charge of day-to-day operations such as the level of service at the group's call centres.
Mr Berkett, who arrives at the firm from banking group Lloyds TSB, was previously with insurer Prudential where he set up an operation in India.
NTL, based at Hook, Hampshire, and which has thousands of customers in Birmingham and the Black Country, said it had no current plans to outsource work abroad.
The group, which has 3.3 million UK residential customers, is in the middle of a drive to try to ensure users do not switch over to rival operators.
The company has been striving to improve customer satisfaction since a major restructuring that saw 1,500 call centre staff lose their jobs.
As part of the overhaul, it closed the bulk of its 12 call centres leaving it with centres in Manchester, Swansea and Bellshill in Scotland.
Meanwhile, Norwich Union has pulled the plug on two call centres as part of wider plans by the new owner of the RAC motoring group to cut 1,700 jobs.
The company will transfer the RAC insurance roles to Norwich and Bristol.