Commenting on the news that BT is to create 1,000 permanent UK jobs, Ewan Taylor-Gibson, telecoms expert at Uswitch.com, says: “BT’s jobs pledge shows its serious about improving customer service, while its promise to hire grads and apprentices should boost its image as a responsible employer, too.
“BT sits somewhere in the middle when it comes to frontline customer care – it’s by no means the worst culprit, but there’s definitely room to improve.
“Ofcom’s latest Quality of Customer Service report shows BT fields a higher percentage of calls for landline billing issues than the sector average, while only 43% of landline billing complaints are resolved in just one call – the average is 47%. But, when it comes to resolving broadband issues in less than one hour, BT outshines the competition.
“Bolstering its frontline customer care team is a clever move in an increasingly competitive market. Service is almost as important to bill payers as reliable broadband connections and fast speeds – it can be the difference between keeping and losing a customer.”
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