Annex 1-  Recruitment and training

Recruitment

We take recruitment of staff very seriously. As well as complying with current employment legislation, we check the following when recruiting new sales staff:

• behaviour and appearance;

• any criminal offences (through a basic disclosure certificate)

• photographic proof of identity; 

• qualifications (where necessary);

• proof of entitlement to work in the UK; 

• proof of National Insurance number; and

• proof of address and written references for the past 3 years.

Our salespeople's sales records (including all recordings and notes on sales) are retained for a  minimum period of six months, even if they leave BT. In addition, if any employee leaves us, we retrieve key items such as identification badges, and remove their access to operating systems

For sales-staff not based in the UK, we apply equivalent procedures, provided they do not breach any relevant local legislation. 

All remuneration systems are documented and are designed to encourage responsible and ethical sales practices.

Induction training

All of our employees and agents go through rigorous training to make them aware of our range of products and services and to ensure they know about their legal obligations.  Everyone dealing with sales and marketing goes through appropriate new entrant training. In our contact centres there are also regular briefings and refresher training to provide updates. Such training includes:

• arrangements for competition in the supply of telecommunications in the UK;

• the different telephone options provided by us and how these differ from other competitive telecoms products. Price comparisons with other providers services are done by a dedicated team who are fully trained 

• the process for ordering the telephone service;

• the relevant principles of consumer protection law;

• the prices charged by us and other relevant terms and conditions of service. This includes methods of payment, duration of contract and any termination fees;

• the nature, and cost, of any additional services on offer;

• the process for cancelling the contract both during the cooling-off period and at any time following commencement of the service; and

• the existence of the sales and marketing code of practice and the benefits provided

• the procedure for handling customer complaints.
  

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