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News : BT Completes 100% Onshoring of Customer Service Calls to the UK and Ireland to Deliver Personal and Local Customer Servi

#contactcenterworld, @BT

London, UK, Jan 28, 2020 -- BT has completed its commitment to answer 100% of customer service calls in the UK and Ireland a year ahead of schedule to deliver the most personal and local service to its customers.

All calls are answered in the most local contact centre to the customer as part of its move to regional call routing.

To mark this moment, BT reached out to the Nation to dive into the vast differences in local phrases and dialects that relates and connects people when talking on the phone.

From Scotland, Wales, England, and Northern Ireland, 80% of people say that ‘Hello’ is their preferred way to start a conversation on the phone, which may seem very formal living up to the Nation’s stereotype but as conversations progress we’re ending with ‘See Ya’ as our favourite way to end our chat.

Other popular phone phrases include ‘Wassup’ which was particularly popular in London and the South East of England, and in the north other favourites consist of ‘What’s the craic’ and ‘Alright?’.

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We aren’t just formal when it comes to phone calls either, with ‘Regards’ being Britain’s most popular email sign off (37%), followed by ‘Many Thanks’ (25%). Whereas, one in ten from London and Yorkshire prefer signing off emails with ‘Love From’.

Understanding why connecting regionally and locally with people through different phrases and endearing terms delivers a more positive customer experience. BT has partnered with social media comedy page, Very British Problems, by comically engaging Twitter users on picking their favourite phone sayings via a bingo meme.

Rob Temple, owner of the comical Twitter page, Very British Problems, says, "The Nation loves a good formal safe "Hello". We know where we are with a hello. It’s low risk. We shout all sorts of greetings to our friends and family to their faces, often becoming especially colourful when yelling across a pub, but stick a phone to our ear and suddenly we’re in Downton Abbey. Let’s hope it stays that way."

Our Nation’s famed politeness and etiquette is internationally known through the varied ways Brits address and thank each other. The research shows ‘thank you’ is the most popular way to show appreciation someone with ‘ta’ and ‘nice one’ being the next two favourites, particularly in Scotland and the North West of England.

Rob continues, "Britain is a nation of dialects, with unique lingo in every corner of the country. But something that we all share is our love of local small talk; the weather, footie and the telly, all make us feel comfortable and able to relate to someone on the other side of the phone."

Marc Allera, CEO of BT Consumer, said: "We know how important providing a personal, and local service is to our customers and today we’re celebrating delivering our commitment to answer all of our customer service calls in the UK and Ireland. We know our customers value speaking to someone on the other end of the phone who understands their issue, whether that’s about their products or the weather.

"BT is already back on the high street and within 20 minutes’ drive of 95% of the UK population, and now as part of our ambition to be the best for service we’re now answering 100% of our customers’ calls in the UK and Ireland."

#contactcenterworld, @BT

Posted by Veronica Silva Cusi, news correspondent
Source: https://newsroom.bt.com


About BT:
Company LogoBT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all UK customers, network services and solutions for communication companies, worldwide business solutions, internet services, and advanced research and technology.
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Today's Tip of the Day - Crazy But True!

Read today's tip or listen to it on podcast.

Published: Wednesday, January 29, 2020

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2021 Buyers Guide Automated Call Distributors

 
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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

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InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

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Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
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