• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer

SEENIT

TV, Film, Broadband, Pay-TV, Games, Computing and Tech | News, Comment & Reviews

  • NEWS
  • FEATURES
  • ADVERTISE
  • Twitter

BT to scrap overseas call centres from January as group commits to boost service levels

October 9, 2019 - Martin Hoscik@seenituk

Marc Allera, head of BT’s consumer division, said calls will be answered as close to customers as possible.
BT has accelerated plans to axe its overseas call centres as part of a range of measures designed to finally shed its reputation for poor customer service.

The group’s retail arm has long performed badly in industry complaints reports, denting its customer retention and acquisition goals.

In a bid to tackle this managers had previously promised to answer 100% of calls in the UK and Ireland by the end of 2020, but today they revealed this would now be achieved by January.

At a press briefing BT consumer boss Marc Allera said households who’d signed up to the BT Plus scheme, which promises to handle all calls in the UK and Ireland, had become the ISP’s most satisfied customers.

Bringing forward the onshoring of all call centre jobs is hoped to achieve a similar boost among the entire customer base.

Allera also announced that in addition to answering calls in the UK and Ireland, all calls would be handled at the BT call centre closest to the customer to ensure that agents have the best possible understanding of their needs and any local factors.

The previously announced return of the BT brand to the high street is now underway through 600 co-branded EE / BT retail stores which will also be able to support the group’s SME clients.

Customers will also be able to get one to one help in their home through the hiring of 900 staff who can visit and assist customers with getting connected, installing the latest tech and fixing problems.

Also speaking at the event, Group CEO Philip Jansen said BT was aiming to put “fairness” at the heart of its offering, with Allera adding that all existing customers would in future pay the same or less than new sign-ups.

Jansen added that while he and his management team accepted service levels weren’t “perfect” there is a firm commitment to address this in the near term.

Share this:

  • Click to share on Twitter (Opens in new window)
  • Click to share on Facebook (Opens in new window)
  • Click to share on LinkedIn (Opens in new window)
  • Click to share on Reddit (Opens in new window)
  • Click to share on Tumblr (Opens in new window)
  • Click to share on Pinterest (Opens in new window)

Related

Blu-ray and Gaming Top Buys

Batman: Soul Of The Dragon comes to DVD and Blu-ray next month

Classic Doctor Who story The Web of Fear is coming to Blu-ray

Francis Ford Coppola’s re-edit of The Godfather: Part III gets official trailer

RECENT

The original Jim Henson Muppet Show is coming to Disney+ next month

Gerard Butler’s disaster flick Greenland is coming to Prime Video

Sky and Studiocanal announce new movie deal

Jeremy Brett’s definitive Sherlock Holmes arrives on BritBox this week

Popular

Sky bags first run rights to Entertainment One catalogue

Freesat adds BBC Sounds to app line-up

Coming To America sequel to get global release on Amazon Prime Video

Hitman developers announce new James Bond game

Featured

Ofcom calls for greater social and geographic diversity in TV and radio

BT Sport app now available on Now TV devices

StarzPlay is now available from Rakuten TV

Britbox – What does the new UK-centric streaming service offer?

Popular Topics

  • Amazon Prime Video
  • BritBox
  • Freeview Play
  • Set Top Box Reviews

ADVERTISE ON SEENIT

We’re pleased to offer a number of advertising opportunities to high quality brands including sponsored content, competitions and advertising placements.

Please contact us for details.

MORE FROM US

Copyright © 2021 · All Rights Reserved · Contact Us · Copyright · Terms of Use · Privacy Policy
MayorWatch Publications Limited · 20-22 Wenlock Road · London N1 7GU · Company Number 6291816