BT Consumer to answer 80 per cent of calls in UK by end of 2016
BT Consumer which is the arm of BT that looks after the retail operations in the BT Group and thus are the people responsible for providing the key support role to millions of UK telephone and broadband customers.
The goal as announced today is that by the end of 2016 over 80% of calls received will be answered in the UK and with further recruitment to push past this figure.
Off-shoring of call centres was driven by cost originally but as salaries overseas have continued to increase the balance is changing hence why firms like BT have already added 1,000 extra service roles in the UK. Irrespective of any language or accent barriers one big advantage has to be that with agents based in the UK, they might have experience of UK broadband at home.
"When we launched BT Mobile earlier this year we located customer service in the UK and our customers have valued that. We think doing this for our other products is one way in which we can boost the service that we offer customers.
This move will secure thousands of existing UK jobs and create new UK jobs.
Our offshore partners have provided a good level of service for our customers and we will still have offshore partners to help us to deliver various campaigns and services.
However, we believe that now is the right time to commit more investment to the UK and that this is something that customers will appreciate."John Petter, chief executive of BT Consumer
Of course whether the service will be better depends a lot on what tools are available to service agents, if they continue to be totally script driven then customer service levels may not see much of an improvement.