BT to bring back customer service to UK contact centres – BT Consumer has promised to answer more than 80 per cent of its customers’ calls in the UK by the end of 2016 and plans to go further in years to come.
Bt have created more than 1,000 new UK jobs in preparation to meet this commitment, and plans to create hundreds of other customer call centre positions in the UK over the next year.
BT are in the midst of overhauling the service we offer to customers, including providing dedicated relationship managers to support customers with complex issues, offering more online support with our My BT customer service app and creating jobs in the UK so that customers can speak to UK based agents.
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. 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.”
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At long last BT, together with some other notable blue chip companies, have finally realised that saving money on outsourcing overseas may be deemed as being a short term quick fix financially but can cost companies in the long term financially in terms of disgruntled customers – Ed
