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 […]
BA to ‘outsource more than 1,000 UK call centre jobs’…
A spokesman for British Airways (BA) has confirmed that the airline is considering outsourcing its UK contact centre operations in a bid to reduce costs at its Manchester and Newcastle sites. Branded “a slap in the face” to its employees by the trade union, Unite, BA – owned by International Airlines Group – has reportedly already asked outsourcing firms to assess the two call centre sites […]
Banking and financial services top UK customer satisfaction league…
The banking and financial services sectors have the best levels of customer service satisfaction in the UK, according to statistics from Bright’s first ever ‘Industry Satisfaction Survey’ as part of its latest Customer Experience Report. Based on insights gathered from more than 1.5 million post-transaction surveys in 2016, the fourth annual report considered key elements […]
Are industry professionals missing out on key cloud opportunities?
While the majority of contact centres are using cloud technology to some extent, adoption for many is ‘relatively superficial’, according to recent conducted by Aspect Software. Surveying 100 UK-based senior contact centre professionals, data indicates that even though the industry is ‘moving in the right direction’, Aspect believes the benefits of the delivery model for […]
6 ‘major pain points’ identified in ContactBabel’s annual report…
The 14th edition of ContactBabel‘s annual ‘UK Contact Centre Decision-Makers’ Guide’ has been released by the industry analyst firm, which focuses on the operations, performance, technology and HR aspects of UK contact centre operations. Based on a random sample of the industry, a detailed questionnaire was presented to 216 contact centre directors and managers to complete between June and August 2016, and analysis of all collected responses was conducted in […]
Guest Blog, Steven Robertson: Using omnichannel as a direct route to customer engagement success…
It’s no secret that smart use of the right contact channel and judicious use of customer data is the foundation of the sort of responsive customer service today’s digital consumer demands. Let’s look at the best ways of getting to that destination and how you can ensure you are rightly supporting your customer base… Being […]
New UK call centres behind decrease in EE complaints…
After announcing its decision to move all customer service operations ‘on-shore’ earlier this year, EE has declared that customer complaints have dropped by a substantial 50 per cent. Along with other big firms, its strategy to move customer operations abroad to cut costs ultimately backfired on the provider, as many consumers reported poor levels of […]
