BT has promised to connect more customers to UK-based contact centres as part of its efforts to overhaul its customer services.
The operator has committed to connecting over 80 percent of customer calls to UK call centres by the end of 2016 so that more customers can speak to UK-based agents.
In order to achieve this, BT has created over 1,000 new jobs in the UK and said it plans to create “hundreds” of additional call centre positions in the country over the next year.
The multi-million pound investment will also see the operator offering more support via its My BT customer service app so that it can provide better assistance to customers with “complex” issues.
The announcement follows last week’s news that acquisition target EE is planning a major overhaul of its broadband customer services.
John Petter, CEO 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.
Petter added that BT would continue to outsource certain back-office functions that did not involve taking customer calls outside of the UK.
“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.
“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.”
Sales from BT’s Consumer business rose three percent to £1.1 billion in the three months to June and continues to be the operator’s stand-out performer.
Source: http://www.eurocomms.com/industry-news/11001-bt-commits-to-answering-more-customer-calls-in-uk