BT hire more staff to deal with their crappy customer service
BT are hiring a load of staff - around a thousand - for their call centres, as they aim to improve their lousy customer service. Time and time again, the company are poorly rated for their customer service operations, and they've decided, after listening to their customers, to bring things back to the UK.
Customers had told BT that they preferred hearing British voices, and what with BT using call centres in Delhi and Bengaluru since 2003, this was making some people unhappy. They've been moving their operations back to the UK, and have promised that 80% of calls made by customers would be answered by an advisor based in the UK by the end of 2016.
Of course, BT have just taken over EE, who themselves, have a poor record when it comes to customer service ratings.
Libby Barr, head of customer care at BT, said that, should the company want to pick up 80% of calls in the UK, "this means we need more people in our UK contact centres." Existing staff will be re-trained, and all manner of changes will be afoot to try and sort the mess out: "This demonstrates the commitment from everyone at BT to work together to improve customer service and to make things easy for our customers," added Barr.
Can BT pull their fingers out? We'll have to wait and see... just don't hold your breath.