BT Dundee in bid to reinvent call centres

BT is using its Dundee base to test new ways of supporting its 1.1 million business customers across the UK.

A new Customer Experience Lab has been added at its Bell Street centre to trial innovative customer service solutions.

The concept was developed in collaboration with students at Abertay Business School.

A team of 31 multi-skilled advisers has been drawn from BT’s existing city operations to staff the new lab and provide expertise on a range of business inquiries – from new orders to billing and technical support.

Customers will only need to speak to a single adviser, regardless of the reason for their call.

In the month since the lab opened its doors, the newlytrained team has handled more than 3,000 calls from small and medium-sized business customers across the UK.

The lab was designed by Glasgow workplace architects Alpha Scotland.

Dundee-based Alison MacKenzie, general manager for BT customer service, said: “We felt we had a great talent pool in Dundee to draw on for the launch, not only among our own employees to staff the lab, but with Abertay Business School students providing some exciting new ideas which now move from concept to reality.

“This latest BT investment in Dundee is another endorsement of the city’s strategic importance to our UK customer service operations.”

BT recently announced plans to recruit 50 new advisers and around 40 apprentices into its Dundee customer service operations this year.

Last year, BT made a Gross Value Added contribution of around £110 million to the Dundee economy.