• BT Consumer flagged completion of the onshoring of all its customer service contact centres, which it claimed was ahead of a previously declared deadline of 31 December 2020.

BT Consumer completes customer service onshoring

BT Consumer completes customer service onshoring

Source: Alexander Andrews / Unsplash

BT Consumer flagged completion of the onshoring of all its customer service contact centres, which it claimed was ahead of a previously declared deadline of 31 December 2020. Since the introduction of a new strategy for the division under Chief Executive Marc Allera in 2018 (BTwatch, #296), Consumer has consistently made a virtue of introducing more localised support as it seeks a commercial advantage. The telco noted that it was currently the only major broadband provider in the country to answer all customer service calls in the UK and Ireland, and highlighted that it also routes callers to their nearest regional contact centre where possible.