BT to bring customer call centres home

[maureenho]

BT in pledge to bring customer call services back to UK
By PA, Sep 19th 2015 12:08 AM

Telecoms giant BT has pledged to answer more than 80% of customer calls in the UK by the end of 2016 under plans to bring back services from overseas.

The move will create hundreds of new jobs over the next year, as well as securing existing posts at call centres across the country.

The company said its customers preferred to speak to a UK call centre rather than one based overseas.

BT opened contact centres in India in 2003 and will retain sites there for back office functions that do not involve taking customers' calls.

The firm has more than 20 UK contact centres in areas including Wales, Cornwall, Scotland and the Midlands.

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.

http://www.aol.co.uk/news/2015/09/18/bt ... d%3D384315

[wendy]

why does it take them so long to realize what the customer wants.

[annie]

Not before time, the service they provide is abysmal.