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Standard User Spud2003
(fountain of knowledge) Sun 27-Nov-16 18:30:03
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Is BT customer service now mostly UK based?


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There were reports a while ago that BT was recruiting lots more staff in the UK and reducing foreign call centres - have things improved much? Is it now possible to avoid India most of the time?
Standard User PaulKirby
(fountain of knowledge) Sun 27-Nov-16 18:50:48
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Re: Is BT customer service now mostly UK based?


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In reply to a post by Spud2003:
There were reports a while ago that BT was recruiting lots more staff in the UK and reducing foreign call centres - have things improved much? Is it now possible to avoid India most of the time?

It depends on the department.
I have been told by BT's Chairman's Office that the FTTH team are all UK based, probably due to the over seas call centre not having the skills required.

I have also been told that 80 to 90% was to end up being back as UK based by the end of 2016.
But saying that, billing is still handled by over seas as well as UK based.

The sad thing is now its becoming UK based, get ready to have to wait to the next day, due to BT helpdesk closes around 9pm as I found out when our line went dead, I was in the queue for 40 mins to then be told "Sorry the helpdesk is now closed" and then hung up on me.

Also depending on when you phone, but I have noticed it taking longer to get through to the required department, you get through to the helpdesk pretty fast though.

Paul

BTBroadband - Infinity 4 - 310Mbps (down), 31Mbps (up)
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Standard User 23Prince
(committed) Sun 27-Nov-16 19:32:55
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Re: Is BT customer service now mostly UK based?


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When I left BT recently they were still all overseas. Well I never had to call them much but when I did - that's where I ended up


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Standard User BuckleZ
(fountain of knowledge) Mon 28-Nov-16 12:54:22
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Re: Is BT customer service now mostly UK based?


[re: Spud2003] [link to this post]
 
80% of all call will be picked up in the uk by the end of march 17

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Standard User _Resonance_
(member) Mon 28-Nov-16 15:45:17
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Re: Is BT customer service now mostly UK based?


[re: Spud2003] [link to this post]
 
Called them three times in the last week (hub not working and replaced). Two out of the three calls went through to the UK call centre.

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Standard User Spud2003
(fountain of knowledge) Mon 28-Nov-16 15:51:51
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Re: Is BT customer service now mostly UK based?


[re: _Resonance_] [link to this post]
 
What are call wait times like nowadays?
Standard User _Resonance_
(member) Mon 28-Nov-16 16:00:21
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Re: Is BT customer service now mostly UK based?


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Not too bad when I rang in the middle of the day. Two calls I was on hold for about 5 minutes and the third I was straight through.

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