The Leading News & Information Service For The Facilities, Workplace & Built Environment Community

Are You Experienced?

12 April 2017 | Updated 01 January 1970
 

BT has launched its first 'Customer Experience Lab' (in Dundee) to test new ways of supporting its 1.1 million business customers across the UK.

Designed to reinvent the traditional contact centre, the Lab will trial different customer service solutions and feature concepts developed in collaboration with students at Dundee’s Abertay Business School. Those which prove successful will be extended to other BT centres and operations in the UK.

A team of 31 multi-skilled advisors has been drawn from BT’s existing city operations to staff the new Lab and provide expertise on a range of business enquiries - from new orders to billing and technical support. Business customers who call in will only need to speak to a single advisor, regardless of the reason for their call.

In the month since the Lab opened its doors, the newly-trained team has handled more than 3,000 calls from business customers across the UK.

 

Creative

The Lab was designed by Glasgow workplace architects Alpha Scotland to create a collaborative and creative space.

The Abertay students came up with several ideas to transform the traditional contact centre environment after being given a brief to rip up the rule book and redefine the role of the advisor. They applied fresh thinking to workplace layout and feel, use of technology to create new ways of working and how to improve productivity and engagement.

Among the student concepts to be incorporated into the final Lab design were a ‘product bench’ with working versions of BT’s products, which advisors can use during conversations with customers; wireless headsets to let people to move around while they are on the phone; and the use of ‘gamification’ to provide engaging training opportunities.

For example, during training sessions one team could create a fault on a piece of kit typically used by a customer – such as a computer – and the opposing team would score points for fixing these faults against the clock.

BT’s Trafford Wilson, MD for customer service, business and public sector, said: “Through innovation and trialling new processes, we’re addressing things that our customers tell us we can improve. We know our customers don’t like having their call transferred from one department to another, so we’ve created a team of experts that can handle most enquiries on the one call.

“We expect that some things we trial in the CX Lab may not work – but things that do will be rolled out across the rest of our organisation. We want to create a culture where people are encouraged to be creative and work together to help provide innovative new solutions for our customers.”

Picture: BT's new electric ladyland

Article written by Cathryn Ellis | Published 12 April 2017

Share



Related Articles

Overloaded and Under Engaged – Tech and Emails are Turnoffs

UK office workers are wasting 1.8 billion hours a year due to mediocre technology and employees are increasingly disengaged from their colleagues and employers as they...

 Read Full Article
Make Work Work - Team Working The Key To Business Success?

A new report from Nestlé Professional has revealed that nine in ten managers believe team working is the key to business success and can help boost employee...

 Read Full Article
1/4 Employees Throw Friday Sickies

Up to 27% of employees will plan to lie about illnesses to get the day off work - with the Friday before a summer bank holiday a big sickie day a survey has...

 Read Full Article
Employment Engagement is Now Top Priority

Employee engagement is now the top priority for global businesses and nearly two-thirds are investing in their offices, according to a new global survey by ISS. The...

 Read Full Article
Willmott Dixon and Wates Group Among Those Named Top Employers for Women

Three companies in the construction, property services and development sector have been recognised in The Times Top 50 Employers for Women 2022 guide. Willmott Dixon,...

 Read Full Article
Flexible Office Space to be Trialled in Tesco Supermarkets

IWG, whose brands include Regus and Basepoint, is to pilot flexible office space within a Tesco supermarket in New Malden. Excess retail space at the South London...

 Read Full Article
Five Ways to Review Your Real Estate for Flexible Working

For anyone still in doubt: flexible working is the future, not a fad, says Karl Breeze from Matrix Booking. In this opinion piece, Karl lays out his recommendations...

 Read Full Article
Industrial Design – Bratislava’s Heating Plant Turned Co-Working Space

The Jurkovič Heating Plant was a central part of Bratislava’s industrial centre and has been extensively renovated to preserve as many industrial design elements...

 Read Full Article
EMCOR UK Launches Parental Leave Policy

EMCOR UK has launched several parental leave policies with effect from January 2022.  Highlights of the new policy include 26 weeks’ full pay for mothers...

 Read Full Article
4 Day Working Week Trial Set for 2022

A four-day working week is to be trialled for six months in June 2022, and it’s not just for office workers. Six companies have signed up for the flexible...

 Read Full Article