Ofcom begins investigation in 999 call dispruption
Ofcom has formally launched an investigation into BT following a UK-wide disruption to emergency call services last month. Its rules require BT and other providers to take all necessary measures to ensure uninterrupted access to emergency organisations as part of any call services offered. They also require providers to take all necessary measures to ensure […]
BT commits long-term future to Plymouth contact centre
The EE contact centre in Plymouth is set for a multi-million refurbishment as BT commits its long-term future to the city as part of plans to invest in a complete refit of its facility there. The centre – located in Langage Business Park, Plympton, and one of the largest employers in the area – will […]
North-East accent key factor in creating more EE jobs
EE is creating more than 250 jobs at its Darlington base next year, with the boss of BT putting the decision down to the North-East accent. Gavin Patterson, chief executive of BT describes accents as one of the most important factors, along with the “good personalities, attitude and digital skills” that he’d found in the […]
BT hints at more call centre jobs heading to Wales
The director of BT Wales has hinted that more customer service jobs could be returning from India to Wales, as the telecoms giant continues to review its customer service strategy. The news comes in the wake of 100 new call centre jobs created by the company in Swansea earlier in the year. Alwen Williams, director […]
NICE move by BT
Telecoms giant BT Group has chosen NICE software to replace its previous recording and workforce management (WFM) solutions, implementing NICE WFM, Nice Engage and Nexidia Analytics across the group within the next three years. Working towards improved customer services experience, ensured regulatory compliance and optimised total cost of ownership, BT undertook a selection process that […]
EE creates 60 new jobs in Merthyr Tydfil
Mobile phone giant EE is recruiting 60 new jobs at its call centre in Merthyr Tydfil. The UK’s biggest mobile operator, owned by BT, already employs more than 800 staff at its Rhyd-y-Car Business Park site with the majority of the staff travelling in from the surrounding local area. EE created 1,000 new jobs across its […]
Vodafone pledges £2bn customer service investment over next two years
UK-based communications giant Vodafone has pledged to invest over £2bn in its customer service over the next two years, starting with the announcement of over 2,100 new UK call-centre jobs. The new roles will be on shored from South Africa, where the company currently uses an agency, and spread across existing Vodafone call centres in Scotland, […]
BT and T-Systems announce new networks partnership
BT and T-Systems have announced a partnership agreement, enabling T-Systems to offer its customers the option of using a range of network services from BT to connect their operations across the globe. The new deal comes after both parties announced that BT customers would be able to connect to T-Systems’ data centres to access SAP cloud […]
BT to add 500 jobs to meet customer service targets…
British Telecom (BT) has declared it will add a further 500 frontline customer service positions to its bases across the UK and Ireland. Due to the continuing growth of the company’s BT Consumer division, contact centres in Doncaster, Accrington, Swansea and Warrington are expected to benefit the most, and the new roles are in addition […]
