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BT moves call centre operations to UK in bid to improve customer service

Friday, September 18th 2015 by Phil Wilkinson-Jones

BT has promised to answer more than 80% of its customers’ calls in the UK by the end of 2016.

The telecoms giant is investing heavily in its UK call centre operations, creating more than 1,000 new jobs.

Its investment in customer services also involves the provision of dedicated relationship managers to support customers with complex issues and more online support through the My BT app.

John Petter, chief executive of BT Consumer, said: “Our customers have told us that they would prefer to speak to a contact centre in the UK when they call us.

“When we launched BT Mobile earlier this year we located customer service in the UK and our customers have valued that. We think doing this for our other products is one way in which we can boost the service that we offer customers.

“This move will secure thousands of existing UK jobs and create new UK jobs.”

BT’s investment has created more than 1,000 new customer service roles already, a figure that the company says will grow every year.

Back office work and functions that do not involve taking customers’ calls will continue to be outsourced abroad.

“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,” added Mr Petter.

'Not good enough'

“However, we believe that now is the right time to commit more investment to the UK and that this is something that customers will appreciate.”

BT’s announcement comes just days after EE – the subject of a £12.5bn takeover bid by BT – said it was carrying out a major overhaul of its broadband customer services.

Prompted by a high volume of complaints, EE has launched a ‘Broadband Service First’ programme which includes the creation of a new Broadband Operations Hub and up to 500 new customer service roles.

Chief customer service officer Francoise Clemes admitted that EE’s broadband service “continues to fall short of what our customers expect and deserve”.

“But I want to reassure them we’re addressing this as a priority,” she added.

“As well as opening a Broadband Operations Hub and bringing in a new team, crucially we are introducing integrated systems so that we can align processes between mobile and broadband.

“I’m not going to offer any excuses because broadband customer service has simply not been good enough.

“I promise all of our customers that service is our top priority and, through Broadband Service First, we will fix this.”

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