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Introduction Tim O'Sullivan

Better service


Customer service is an area of focus for BT, and we have announced a series of new initiatives to better meet the evolving needs of our customers.

The internet has become increasingly central to people’s lives and BT said it would respond with further investment in customer service across the company. A range of new initiatives have been unveiled, with BT Consumer set to reduce the standard time to fix line faults by 24 hours as well as pledging to handle 90 per cent of its customers’ calls in the UK by March 2017. These new commitments follow the recent announcement that EE will handle 100 per cent of its customers’ calls in the UK by the end of this year.

Openreach also gave new service commitments, with CEO Clive Selley telling communication provider customers that Openreach will deliver ‘better service, broader coverage and faster speeds’. The business will hire 1,000 new engineers this year and provide further multi-skill training for engineers so there is more flexibility in the work they can do for customers.

Improving service is our number one priority, and we are already making progress: Openreach’s engineers now fix 84 per cent of faults within two working days, compared to just 67 per cent when reporting began two years ago. The business installs 93 per cent of new lines on time, and it has cut the average time to get an appointment from 11 to seven days. Openreach has also reduced the number of appointments its engineers miss by more than a third in just three months and is on track to halve missed appointments this year. 

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