Answering a phone call. Not as easy as you think.

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Posted by Sam Calvert

Online trends writer

June 20th 2011 at 10:00

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BT customers

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Answering a phone call. Not as easy as you'd think

A few days ago I had a nerve-wracking experience. I got trained on the systems and processes that we train our sales call centre teams on, and actually took live calls from customers calling our call centre.

Firstly, let me apologise to anyone reading this blog who called me while I was in the hot seat. If you did you will remember my incessant blathering on about the weather while I tried to remember everything I was taught a few hours before. But hopefully I did ok!

Secondly, let me thank the very patient advisors, trainers, managers and coaches that held their head in their hands while I attempted to give our customers a great experience on the phone.

I left my training and day on the phone with a new admiration and respect for the people on our frontline, at the vast amount of differing queries, at the broad range of questions and the product knowledge they have and their customer focus and desire to create a great experience.

There’s a lot of hard work from our sales advisors that gets put into making sure our customers get a great experience, and that we can sell the right products and services for their specific needs.

But don’t take my word for it. I’m keen to know what you think.

Did you order your BT services in the call centre? Or do you stick to buying on BT.com if you are looking at a Broadband or TV package?

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