BT to create 1,000 UK call centre jobs and invest in innovative IT systems

The telecoms giant plans to invest £80m in bringing BT call centres back to the UK and invest in new systems to provide exceptional customer service.

A customer service satisfaction report indicated that BT customers preferred to speak with UK customer service speakers instead of overseas workers. BT has used call centres in Bangalore and Delhi since 2003 but after listening to its customer base the telecoms company pledges to have more than 80% of calls answered in the UK by the end of 2016. 

This move is expected to create 1,000 new UK jobs, with plans to create hundreds of other customer call centre positions in the UK over the next year. The news follows the announcement that the Competition and Markets Authority gave the go-ahead to BT's takeover of EE, which will cement BT's position as the largest telecoms company in Britain. BT already has 20 contact centres across the UK including London, Ipswich, Cheltenham, Belfast, Cardiff And Glasgow.

“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. Our offshore partners have provided a good level of service, however we believe that now is the right time to commit more investment to the UK and that this is something customers will appreciate.” Said John Petter, chief executive of BT consumer.

BT also announced that Howard Watson is to become the CEO of BT Technology, Service and Operations (BT TSO), who will be responsible for the core networks and IT systems across the globe. Howard also oversaw BT's IT presence in Bangalore, so this move could be to bring his experience and knowledge to UK's new call centre operations to ensure they can keep with the caller demand efficiently and effectively. BT has also invested in new IT Systems to assists it advisers and improve customer services too.

As a global innovator, BT is using the power of communication to make a better world and is driven by helping customers get more out of life, every day. BT has several graduate programmes in IT available across the UK and is looking to invest in people who share their drive, passion and ambition. Click the link below to learn more about BT's graduate programmes and IT opportunities they have available.