BT today revealed that its call center agents have answered 34.20 million calls in the last year alone as compared with 38 million during the previous year because it is better placed to help customers when they first call.
BT has also reduced the number of Ofcom complaints and has been below industry average for 4 consecutive quarters.
BT launched its Care Home Companion initiative, where colleagues volunteer to speak to care home residents isolated by the pandemic, 2000 calls have already been made and is being rolled out further across the country.
BT equipped 10,000 contact centre colleagues with the technology, security and equipment to work from home during the pandemic. Two thirds of the workforce continues to choose to work from home, said Marc Allera, CEO of BT’s Consumer brands, in a blog post.
Tania Caporaso, director of BT Customer Care, said: “We know how much our customers value speaking to someone locally, who understands not only how to help with their products and services, but who can engage on a personal level.”
Tania Caporaso has published a video to discuss the anniversary here.
BT is marking its one year anniversary of answering all of its customers calls in the UK and Ireland.
BT is the only major broadband provider equipped to manage all customer service calls on UK and Irish shores, which has led to huge improvements in the quality of service it provides to its customers.
BT delivers the best, personal, local service, with colleagues ready to help and even engage in local chatter be that about the weather or local sports teams – due to the ability to regionally route customers’ to their nearest contact centre.
Being back in the UK and Ireland has meant BT can focus on and expand its specialist teams, such as Welsh language speakers, home movers, and those managing some of our most vulnerable customers. Never more so has this been so important than during the pandemic.
On Christmas Day alone BT’s call centre teams assisted nearly 9,000 customers with their products and services, to keep connected and share the day with friends and family.
BT in November 2020 said its EE network saw 45 percent hike in traffic for communication apps and voice calls in the first three months of lockdown. Daytime usage on BT’s fixed network doubled. BT, however, built it to handle up 10 times the daily peak.