UK call centres to take BT customer calls

BT has pledged to handle more than 80% of calls from its broadband, landline, TV, and mobile customers via UK call centres by the end of next year.

The move follows a recent report by the consumer magazine Which? that found not being able to talk to a representative in the UK was the nation's biggest complaint about customer service. Almost half of respondents said non-UK based call centres irritated them.

More than a thousand new jobs have been created to meet the commitment, and hundreds of additional staff will be in place by the end of 2016 in addition to the jobs already filled. Dedicated relationship managers will also be introduced to help customers resolve difficult issues.

BT currently has 20 contact centres across the country plus a range of offshore partners. The company said it would continue to use overseas call centres to help to deliver various services and campaigns but admitted that it was the "right time" to "commit more investment to the UK".

Only half of the calls from BT's customers are currently handled in the UK.

BT Consumer chief executive, John Petter, 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."

Source: BT

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