It is not all down to BT ... OFCOM have a lot to answer for.
I had a specific issue and a few years back if nothing was happening the Customer Service Adviser would have called the Clerical Assistant working for the local Manager of the team responsible for resolving it.
Now, the CSA has to gain approval from their manager/supervisor to escalate the issue to the local interface Point of Contact (withing BT Business), that PoC calls their opposite number in OR and also documents it. The OR POC then calls the OR faults to find out what has happened. Then a call will be made to teh Team Manager ...
So, it was 2 people and now anywhere from 4 to 6 because of OFCOM demands. And who suffers? The customer. Who pays? The customer. Who benefits? The extra two staff that have jobs/ Who profits? OFCOM maybe?
M H C
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