BT call centres

Around 20 per cent of BT calls are answered in India and Philippines

All customer service roles will be handled in the UK or Ireland by the end of 2020 after a similar move by its mobile EE business led to vastly improved levels of customer satisfaction.

It is unclear how many jobs might be added to its 13,000 domestic customer service workforce.

The BT brand will reappear this year in more than 620 EE stores, providing BT products and advice for customers who had shown a preference for face-to-face service.

The moves, which come less than a week after BT announced 13,000 job losses over the next three years to help save £1.5billion, were announced alongside the launch of packages combining mobile, broadband and pay-TV.

BT said ground-breaking converged products and services would bring together the best of mobile, broadband and content and include new streaming partnerships and services.

Marc Allera, chief executive of BT’s consumer business, said: “BT runs the UK’s most advanced mobile and broadband networks but our customers demand better connections and the best service no matter where they are.

“We’re investing across BT, EE and Plusnet so that we can provide our customers with the widest choice of products and services, on the best networks, and with the best service in the UK.

“We’re beginning our journey to create one converged, smart network built on our world-leading fixed and mobile networks – 4G, 5G, wi-fi and ultrafast broadband – to seamlessly connect our customers wherever they are to the things that matter most to them.”

BT will aim to drive growth in its pay-TV business with a deal to distribute Amazon’s streaming service as part of subscriptions.

A new business unit will be launched “dedicated to partnering with the most innovative companies in the world”, to introduce new content, the latest smartphones and smart home technology.

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