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Awards judges applaud BT centre
Thursday May 15th 2008. Posted: 09:00
The BT contact centre in Londonderry received a commendation in one of Northern Ireland’s biggest business awards schemes.
It was a runner-up in the business team of the year category in this year’s Northern Ireland Business Awards, which are run by The Belfast Telegraph in association with airline bmi. While County Londonderry company Tobermore Concrete Products took first place, the judges said the BT contact centre had pushed it close. The judges’ citation read: “In October 2006 BT service Ireland assumed full responsibility for all inbound service calls on the island of Ireland and was not without its teething problems with a high level of abandoned calls and a mediocre customer satisfaction rating. “However, that was about to change. Towards the end of 2006 BT set up the BT Derry office as the third all-island contact centre (alongside Belfast and Dublin). “Within a four-month period, the number of abandoned calls reduced from 60 per cent to ten per cent and, in February 2008, the number of abandoned calls stood at only four per cent.” The judges noted that since the BT Derry centre was set up, the number of customers satisfied with BT’s service has risen from 53 per cent to 73 per cent. They added: “In a 12-month period, BT vastly improved its customer care services - even shaving 13 days off the process of a customer moving house. “Such an improvement of quality service was reflected in the Derry contact centre being awarded the ISO 9001:2001 quality accreditation.” The panel said the right people were in the right place to deliver BT’s vision. The overall business of the year in Northern Ireland was Crumlin-based Randox Laboratories, which manufactures seven per cent of the world’s clinical chemistry products.
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