BT has reaffirmed its commitment to improving customer service by announcing the hire of 1,000 new contact centre staff.
The telecommunications company has already recently taken on an extra 1,000 staff at its contact centres in the UK recently and now plans to recruit a further 1,000 people by April 2017.
It is hoped this will help it deliver on its aim to answer more than 80 per cent of customers' calls from within the UK by the end of this year.
Libby Barr, Managing Director of Customer Care at BT Consumer, said: "This demonstrates the commitment from everyone at BT to work together to improve customer service and to make things easy for our customers.
"We will have created 2,000 permanent UK jobs by the end of this process, including agency transfers, which is a fantastic boost for the UK economy and many regions where we are already a significant employer."
BT Consumer spends hundreds of millions of pounds a year on customer service but is increasing its budget in this area by £80 million over two years to improve performance.
As part of this effort, each adviser will receive an extra 100 hours of training, to ensure the onus is not solely placed upon increasing the quantity of calls answered but enhancing the quality of each interaction as well.
The call centre in Swansea will host the first wave of new employees, with 100 extra customer service personnel coming in to join the 50 additional advisers who were recently taken on at the site.
The remaining positions will be spread across other contact centres throughout the UK, although details of precisely where these will be located have not been confirmed.