BT Business & Public Sector: Complaint Handling Team of the Year

February 28, 20183min

BT’s Business and Public Sector Complaints team has picked up one of the top honour at the 2018 UK Complaint Handling Awards.

They won the coveted Team of the Year award at the gala event, which was held at London’s Park Plaza Riverbank hotel.

Judges bestowed the title after a thorough presentation from the BT delegates on how major internal changes on dealing with customer dissatisfaction occurred following a review in 2016.

The team collected feedback from customers on how to make improvements, and following their implementation BT B&PS has seen their net promotor score rise by 46 points, and complaint resolution times drop by over 50 percent.

The effects are not just being felt by customers, as employee satisfaction has also risen by 17 percent.

Speaking of how the process was carried out, a BT B&PS spokesperson said:

“We listened to calls and we listened to our customers, asking them directly how we could make their experience better. We listened and we changed.

 They told us they wanted us to: take ownership of problems provide a speedy fix and they wanted us to care. We completed extensive analysis on complaint drivers and we worked with a company called Blue Sky to conduct a comprehensive diagnostic of the business. We looked at our top performers to develop nine key advisors’ skills, which were pulled together in a blueprint, so we could share what good looked like to improve performance across the estate.

Any transformation for customers requires investment and belief in our people. We left no stone unturned and have totally transformed our ways of working to exceed our customer needs by introducing a leader led solution and empowering our workforce.”


Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.




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