17 January 2008
BT's computer help service has marked its ten millionth minute of customer support time since its launch eighteen months ago, the firm said yesterday.
Included in this total is 33,000 calls received for help with wireless broadband connections, 22,000 calls about computer viruses and 16,000 calls regarding email.
According to BT, the firm logs 1,400 hours of customer support time each week.
Emma Sanderson, a Director at BT Retail, said: "The number of calls our advisors have dealt with coupled with 95% of callers stating that they are highly satisfied with the service, speaks volumes about how popular the service has proven with our customers."
Last year, BT upgraded its broadband-based customer service by signing a five-year contract with software company RightNow.
Under the terms of the deal, a new knowledge database for call centre staff would be built, allowing quicker responses to customer queries.
BT is currently the UK's biggest broadband provider, retaining over four million customers.
© 2008 Adfero Ltd
Content for the uSwitch.com market news service is provided by a third party, Adfero Ltd. Whilst uSwitch.com makes reasonable efforts to check the reliability of this content, uSwitch.com does not guarantee the accuracy thereof or endorse the views or opinions given by Adfero Ltd, unless expressly stated otherwise.