{"id":20892,"date":"2020-01-28T10:05:18","date_gmt":"2020-01-28T10:05:18","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=20892"},"modified":"2020-01-28T10:05:18","modified_gmt":"2020-01-28T10:05:18","slug":"bt-bring-100-of-customer-service-calls-back-to-uk-and-ireland","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2020\/01\/bt-bring-100-of-customer-service-calls-back-to-uk-and-ireland.html","title":{"rendered":"BT Bring 100% of Customer Service Calls Back to UK and Ireland"},"content":{"rendered":"<p>UK ISP <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/britishtelecom\" rel=\"nofollow\" target=\"_blank\">BT<\/a> has today confirmed the completion of their long-running strategy to end the outsourcing of customer support, which previously resulted in related calls being answered in India and the Philippines. Instead 100% of such calls will now be answered in the UK and Ireland, which has completed a year ahead of schedule.<!--more--><\/p>\n<p>The move has required <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/britishtelecom\" rel=\"nofollow\" target=\"_blank\">BT<\/a> to hire more than 2,000 new customer service agents. In addition, the broadband giant has also adopted <strong>Regional Call Routing<\/strong>, where they will answer customer calls in the customer service centre closest to them wherever possible. The operator can also now provide support for its products from inside of <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/eebroadband\" rel=\"nofollow\" target=\"_blank\">EE<\/a>&#8217;s existing high street retail stores.<\/p>\n<p>Originally <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/britishtelecom\" rel=\"nofollow\" target=\"_blank\">BT<\/a> expected to complete their onshoring work by the end of 2020, although they&#8217;ve now been able to do this almost a full year ahead of schedule.<\/p>\n<blockquote class=\"bq1\"><p><strong>Marc Allera, CEO of BT Consumer, said:<\/strong><\/p>\n<p>&#8220;We know how important providing a personal, and local service is to our customers and today we\u2019re 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\u2019s about their products or the weather.<\/p>\n<p>BT is already back on the high street and within 20 minutes\u2019 drive of 95% of the UK population, and now as part of our ambition to be the best for service we\u2019re now answering 100% of our customers\u2019 calls in the UK and Ireland.&#8221;<\/p><\/blockquote>\n<p>A quick look at BT&#8217;s history of consumer complaints to Q3 2019 (<a href=\"https:\/\/www.ispreview.co.uk\/index.php\/2020\/01\/vodafone-created-most-uk-complaints-in-q3-2019-ofcom-study.html\">Ofcom report<\/a>) appears to show a general pattern of improvement over the past two years, with the biggest benefits being highlighted in their fixed broadband and phone business. However the operator still appears to have a problem where Pay TV is concerned as consumer gripes have recently been moving upwards again.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>UK ISP BT has today confirmed the completion of their long-running strategy to end the outsourcing of customer support, which previously resulted in related calls being answered in India and the Philippines. Instead 100% of such calls will now be answered in the UK and Ireland, which has completed a year ahead of schedule.<\/p>\n","protected":false},"author":1,"featured_media":20894,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[474,405],"class_list":["post-20892","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-bt","tag-ee"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>BT Bring 100% of Customer Service Calls Back to UK and Ireland - ISPreview UK<\/title>\n<meta name=\"description\" content=\"UK ISP BT has today confirmed the completion of their long-running strategy to end the outsourcing of customer support, which previously resulted in\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2020\/01\/bt-bring-100-of-customer-service-calls-back-to-uk-and-ireland.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"BT Bring 100% of Customer Service Calls Back to UK and Ireland - ISPreview UK\" \/>\n<meta property=\"og:description\" content=\"UK ISP BT has today confirmed the completion of their long-running strategy to end the outsourcing of customer support, which previously resulted in\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ispreview.co.uk\/index.php\/2020\/01\/bt-bring-100-of-customer-service-calls-back-to-uk-and-ireland.html\" \/>\n<meta property=\"og:site_name\" content=\"ISPreview UK\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ispreview\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ispreview\" \/>\n<meta property=\"article:published_time\" content=\"2020-01-28T10:05:18+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ispreview.co.uk\/wp-content\/uploads\/2_bt_ee_shop_front.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"799\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Mark Jackson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ispreview\" \/>\n<meta name=\"twitter:site\" content=\"@ispreview\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Mark Jackson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2020\\\/01\\\/bt-bring-100-of-customer-service-calls-back-to-uk-and-ireland.html#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2020\\\/01\\\/bt-bring-100-of-customer-service-calls-back-to-uk-and-ireland.html\"},\"author\":{\"name\":\"Mark Jackson\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#\\\/schema\\\/person\\\/de66a8b4e937c21c80e443d1bf9c35d5\"},\"headline\":\"BT Bring 100% of Customer Service Calls Back to UK and Ireland\",\"datePublished\":\"2020-01-28T10:05:18+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2020\\\/01\\\/bt-bring-100-of-customer-service-calls-back-to-uk-and-ireland.html\"},\"wordCount\":328,\"commentCount\":9,\"publisher\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2020\\\/01\\\/bt-bring-100-of-customer-service-calls-back-to-uk-and-ireland.html#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.ispreview.co.uk\\\/wp-content\\\/uploads\\\/2_bt_ee_shop_front.jpg\",\"keywords\":[\"BT\",\"EE\"],\"articleSection\":[\"ISP News\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2020\\\/01\\\/bt-bring-100-of-customer-service-calls-back-to-uk-and-ireland.html#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2020\\\/01\\\/bt-bring-100-of-customer-service-calls-back-to-uk-and-ireland.html\",\"url\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2020\\\/01\\\/bt-bring-100-of-customer-service-calls-back-to-uk-and-ireland.html\",\"name\":\"BT Bring 100% of Customer Service Calls Back to UK and Ireland - 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