News : BT Hires 1,000 UK Call-centre Staff
London, UK, Jan 18, 2016 -- BT is bringing 1,000 call centre jobs back to Britain as part of a bid to improve its poorly-rated customer service operations.
The company, which has 72,000 employees, has used call centers in Bengaluru and Delhi since 2003, but is moving operations back to the UK after customers said they preferred speaking to British workers.
BT has previously promised that 80pc of phone calls made by its customers would be answered by a UK-based adviser by the end of the 2016, up from the current level of 50pc.
The news comes after BT's takeover of EE was given the go-ahead by the Competition and Markets Authority last week.
But BT's successful bid was clouded by fresh research revealing poor customer service ratings for both the companies.
Just two-thirds of EE customers said they were satisfied with the service they received, the worst rating in the mobile sector, Ofcom's poll showed. Rival network operator O2 was the best-performer with 80pc of its customers saying they were satisfied.
BT also fared worse-than-average in the fixed-line and broadband sectors, according to the regulator's annual "quality of service" report.
The new UK call centre jobs will be based in BT's existing existing call centres, including one in Swansea, where 100 jobs will be advertised in the coming week.
Libby Barr, head of customer care at BT, said more than 80pc of customers' calls in the UK would be handled by UK-based workers by the end of 2016. "This means we need more people in our UK contact centres," she added.
Staff will be re-trained, while call centres will operate a different working model to reduce waiting at peak times during evenings and weekends, Ms Barr added.
"This demonstrates the commitment from everyone at BT to work together to improve customer service and to make things easy for our customers," she said.
But despite BT's pledges to improve, complaints about its customer service to the regulator - including its pay-TV services and broadband business - rose sharply last year.
Customer complaints to the regulator about Plusnet, BT's budget broadband brand, nearly doubled in the July to September period, Ofcom said.
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, January 19, 2016