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BT has reaffirmed its commitment to delivering a great customer experience.

The company revealed that between January and March, it added around 1,100 new UK and Ireland customer service roles.

Furthermore, it noted that 86 per cent of customers' calls are now being answered in the UK and Ireland, up from 55 per cent at the beginning of the year.

BT said it is also speaking to customers more quickly, with its average call waiting times in both Consumer and EE coming down by more than half over the last six months.

The company stated that it will continue focusing on further improving the time it takes people to get through to contact centres, as well as get a response on social media.

BT went on to confirm that Openreach more than halved the number of missed engineer appointments between January and March, when compared with the first quarter of 2016.

The infrastructure division also achieved its goal of 95 per cent on-time installations and improved its on-time repair performance across all Ofcom's Minimum Service Levels by six per cent.

Openreach now plans to recruit 1,500 trainee engineers by the end of October this year in order to drive further service improvements.

Gavin Patterson, Chief Executive of BT, commented: "We’ve made significant progress in improving customer experience across the group. 

"We aspire to be the UK’s digital champion. To achieve this, we’re ready to invest in the UK’s digital infrastructure, in continued improvements in our customer service, and in new technologies to further enhance customer experience."

BT added that it has also brought a "period of uncertainty" to a close after reaching agreement with Ofcom on the future governance of Openreach.

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