BT fuels customer service pledge with £80m investment

BT fuels customer service pledge with £80m investment

BT will spend £80m over the next two years as part of major drive to improve customer service.

The telecoms giant explained the investment will be part of its bid to meet 80% of customer’s UK calls by the close of 2016.

A key focus will be on recruitment. BT announced that its multi million pound investment will create 1,000 UK contact centre jobs, with the company targeting new recruits, apprentices and graduates.

Libby Barr, MD of customer care at BT Consumer, said: ‘We announced in September 2015 that BT Consumer is going to answer more than 80 per cent of its customers’ calls in the UK by the end of 2016 and this means we need more people in our UK contact centres.

‘We will have created 2,000 permanent UK jobs by the end of this process, including agency transfers, which is a fantastic boost for the UK economy and many regions where we are already a significant employer.’

Takeover time

The announcement comes a few days after the telecoms giant’s £12bn takeover of EE was given unconditional regulatory approval. It was a decision that received mixed industry reaction as TalkTalk branded it ‘dangerous’ while Virgin Media’s CEO took the opportunity to urge the new BT/EE entity to give fair terms to rival operators.

All eyes are now on the upcoming takeover of O2 by Three owners Hutchison Whampoa, which is currently being investigated at by the European Commission. Recent reports suggest that the European body will state that the combined entity be forced to give up mobile spectrum.





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