BT rings the changes
Firm to bring back shops and ditch overseas call centres
BT has engaged in a new bid to boost customer service – including returning to the high street.
The telecoms giant is opening BT zones in more than 650 EE stores – 16 years after closing the last of its British Telecom branded shops. It also vowed to bring back all call-centre work to the UK and Ireland by 2020. Currently, 20% of customer calls are answered abroad. The move is billed as BT’s biggest attempt yet to overhaul its customer service. Figures from industry watchdog Ofcom in April showed BT and budget offshoot Plusnet were the second and third most complained about broadband firms – behind TalkTalk – although its EE arm had the second lowest.
BT was also the most complained about pay TV and mobile provider, and was above average for the number of landline gripes.
Other initiatives announced yesterday include a new combined broadband and mobile package, allowing customers to switch between the two depending on reception. It has also pledged to provide ultrafast broadband speeds to more homes, be first to launch 5G mobile services, and add Amazon Prime Video to its BT TV set-top box.
Marc Allera, boss of BT’s consumer arm, said: “Our customers demand better connections and the best service no matter where they are.”
The investment comes a week after BT announced plans to axe 13,000 workers in other parts of its business.
It is taking on hundreds of staff in its consumer arm.
The first BT shop opened in 1985 in Southend, Essex, and grew into a nationwide chain.
The last closed in early 2002 after the sale of its mobile arm, which became O2.
BT has 31 call centres around the UK.
EE calls are already answered here.