As of now, 50% of BT's consumer calls are dealt with from within the UK. The rest of the calls are handled by call-centres in Bangalore and Delhi, in India, since 2003. But according to Ofcom, the independent regulator and competition authority for the UK communications industries, BT receives more complaints than compliments and its customer service ends up with bad ratings. Last September, BT has therefore committed to improving its customer service by treating 80% of consumer calls from within the UK, a goal to be achieved by the end of the year. This huge relocation plan implies financial investment (an extra £80m over two years) and the creation of 1,000 permanent jobs by April 2017.
"We announced in September 2015 that BT Consumer is going to answer more than 80 per cent of its customers’ calls in the UK by the end of 2016 and this means we need more people in our UK contact centres" says Libby Barr, Managing Director of Customer Care at BT Consumer, adding "We will have created 2,000 permanent UK jobs by the end of this process, including agency transfers, which is a fantastic boost for the UK economy and many regions where we are already a significant employer."
Libby Barr also mentioned that "every advisor will each receive an extra 100 hours of training". Recruitment procedures for 100 new jobs have already started to strengthen Swansea's call-centre team.
Photo: BT
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