Call Centre???

Hi,
I have been asked to suggest an SAP solution to this:
Log calls/requests to HR from employee's (e.g. leavers, absence, Leave, transfers....normal HR processes).
Basically, the requirement is a call centre and the SAP Solution would be CRM but we are on 4.7, Portals, ESS, ITS and no plans for CRM.
The way we are leaning currently is BSP's and workflow with Internal Service Requests.
That looks (relatively) straight-forward but we do need a logging facility so that it would be easy for HR to retrieve the call history etc.... when the Employee request arrives. (I know....CRM....but not really an option)
So, does anyone know of a call logging/centre facility in SAP HR we could use as a starting point?
Thanks.

It could be Lincoln. (Off Ropewalk Lincoln)
BT People
BT’s apprenticeship scheme recruited more than 480
apprentices during 2012/13. In the East Midlands nearly 50 apprentices were in learning during this year on a variety of courses. Some 48 apprentices were recruited at the Lincoln call centre, integrated into the different lines of business where they supported customers with queries and reporting faults to suppliers
Part of this .pdf: http://www.btplc.com/thegroup/btukandworldwide/btregions/england/pdf/bt_in_east_midlands.pdf
[edit] Looks like they have pay troubles:
http://thelincolnite.co.uk/2013/01/protests-outside-lincoln-call-centre-over-agency-pay/
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Similar Messages

Useless call centre - how can I get an intelligent...

My broadband is dropping every couple of days, often for 5 to 10 minutes. Red lights on the modem and the BT Home Hub splash screen on the computer saying it can't connect to the internet.
I phoned the help number and spoke to a call centre presumably in India judging by the accent and odd use of the english language.
He checked the connection at his end and said it was fine. I repeated that it was OK now, but it had dropped an hour earlier, well as every couple of days.
"Now I have to explain something to you sir. Your hub can accumulate blockages. It is like static electricity they can make your light turn red and block your connection." WTF? He asked me to reset the hub to get rid of the static, despite the fact that I'd told him I pull the power on the hub every couple of days in the vain hope it'll speed up the reconnection (it doesn't).
Then he said again that his computer says there is no problem with the network so the fault must be in my house. So I repeat that the problem took place an hour ago, so the connection is fine now. I asked if the dropped connection an hour ago showed on his computer. "No sir. I can see your connection is fine". I asked about dropped connections in recent days, but he said there had been no dropepd connections.
He then started talking about wifi settings and that lots of devices on wifi can cause problems. So I repeated again that the box has a red light and all my devices can see the homehub interface, but we cannot get connected to the internet.
Then he started on about making sure we have the right wifi channel. So I said I wasn't going to talk about wifi anymore, the problem is with the network, and it happened an hour ago, and it happened on other days. "No sir, your connection is fine, I will email you some details about how to improve wifi in your house."
I then said I didn't want to talk about this anymore and I would end the conversation. I put the phone down.
Then my mobile rung "Sir, I have to tell you about your wifi." I reply "No thank you, I don't want to discuss this with you"
Then my moble rang again "Sir, there are some things I can tell you about fixing your wifi." I reply "No thank you, I don't want to discuss this with you"
arrrrggggghhhhhh !
Is there any way of speaking to a person who understands that a red light on the modem and a homehub that says it is dicsonnected from the broadband might actually be a problem with the broadband connection?
Also when I've had the same thing a few years ago I though the helpdesk operator could see how many dropped connections had taken place? The chap tonight was insistent there was no record of dropped connections.
edit to add: I'm on a Hub 5 type A plugged into the master socket. No other sockets in the house.

1. Product name:
BT Home Hub
2. Serial number:
+068343+NQ34940784
3. Firmware version:
Software version 4.7.5.1.83.8.204 (Type A) Last updated 22/01/15
4. Board version:
BT Hub 5A
5. DSL uptime:
0 days, 00:58:41
6. Data rate:
9995 / 39993
7. Maximum data rate:
11929 / 48683
8. Noise margin:
6.6 / 9.5
9. Line attenuation:
25.6 / 20.4
10. Signal attenuation:
25.4 / 20.0
11. Data sent/received:
8.6 MB / 61.5 MB
12. Broadband username:
[email protected]
13. BT Wi-fi:
Yes

Integrate MS CRM with call centre avaya

Hi, all.
Prompt please how it is possible to integrate MS CRM with call centre avaya

Hi Elka,
Please check this link : http://www.avayausers.com/showthread.php?p=52698
Let me know, if this is not what you are looking for,
Regards,
Chinmay
http://metrix.blogspot.com

Call centre refuses to reset my password

I want to cancel my account. Now spent possibly up to ten hours trying to communicate with Bt over this matter but they at the call centre cant be flexible and wont assist.
I pay the account for phone + broadband monthly. But my father is on the bill as the account holder despite me trying over the years to alter this. He is now not only frail and has dementia but is also blind. There is no understanding here. I look after him, I live with him and I take care of his affairs. I pay the bills with my account diligently each month
BUT bt still wont let me access my account online to login and change my now unusable locked out password.
This is a living nightmare. I dont want to spend anymore of my precious time or money trying relentlessly to do this simple action.
I feel totally ripped off by Bt as the problem isnt sorted and I dont think this is probably offering a good service but actually taking my money for goods that arent recieved, can anyone advise on this.
I am so frustrated I feel the only way to be free of all this stress is to cancel the accoutn but I wont be able to do that as they want to speak to my father as Im not good enough apparently.
Madness, who made up these Draconian rules????????????
All I actually want to do is to be able to use the broadband connection vian btwifi when Im out and I need to reset the password. But as previously explained I cant as they wont let me carry on with the phone call as Im not my father, who cant communicate anymore.................

Shhhh wrote:
I want to cancel my account. Now spent possibly up to ten hours trying to communicate with Bt over this matter but they at the call centre cant be flexible and wont assist.
I pay the account for phone + broadband monthly. But my father is on the bill as the account holder despite me trying over the years to alter this. He is now not only frail and has dementia but is also blind. There is no understanding here. I look after him, I live with him and I take care of his affairs. I pay the bills with my account diligently each month
BUT bt still wont let me access my account online to login and change my now unusable locked out password.
This is a living nightmare. I dont want to spend anymore of my precious time or money trying relentlessly to do this simple action.
I feel totally ripped off by Bt as the problem isnt sorted and I dont think this is probably offering a good service but actually taking my money for goods that arent recieved, can anyone advise on this.
I am so frustrated I feel the only way to be free of all this stress is to cancel the accoutn but I wont be able to do that as they want to speak to my father as Im not good enough apparently.
Madness, who made up these Draconian rules????????????
All I actually want to do is to be able to use the broadband connection vian btwifi when Im out and I need to reset the password. But as previously explained I cant as they wont let me carry on with the phone call as Im not my father, who cant communicate anymore.................
Hi Welcome to the forums.
Sorry to hear about your situation.
If I may be frank initially, it makes sense thar the account holder with any security answers are used to ascertain the owner of the account. It's not really draconian as it could be abused by anyone knowing some (but not all) of the details.
However, you say you take control of his affairs - do you actually have Power of Attorney in this sad situation ? If you do then the appropriate document needs to be sent to the correct BT department in order for you to control the phone etc. Sorry I don't know where you would send this, but a moderator would be able to help here.
If you don't have PoA, then it might be worth considering, and needs to be discussed with any other family members. This will help in all sorts of areas, e.g. bank accounts, utilities etc. I don't expect they mind who actually pays the money, but the account holder needs to be validated.
It's a very sensitive topic of course, so I wish you well in this,
http://www.andyweb.co.uk/shortcuts
http://www.andyweb.co.uk/pictures

Amazingly bad service from call centre today - can...

Just spent 31 minutes on phone to the call centre in India. Must have explained a dozen times to different people that having been sent a brand new mark 3 router on Friday it doesn't work. No power from adaptor I'd suggest. BT's suggestions was to go to local market and buy a new adpator !!! Incorrectly palmed off to a BT vision help desk then back to broadband desk who started list of unplug it, wait for 2 minutes, plug it in... blah blah blah.
Please please if there is a BT moderator out there then send me a replacement router / adaptor. Your broadband is fine, works reliably and quick but your help desk is appaling if ever a customer needs help..
At least the old mark 1 router still works......
Solved!
Go to Solution.

you can contact the mods by completing the form http://bt.custhelp.com/app/contact_email/c/4951
you could try India again as it sounds like you got really bad help last time - they normally just replace the hub
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BT "customer service" and Call centre processes......

I have been having intermittent drop outs on my wifi network for about 2-3 weeks now. I have a laptop, desktop and two notebooks connected (not all the time). So i took my laptop to a friend to check if it were the PC that was causing the issue, not surprisingly it did not. As the remaining 3 networked PC's also had a common problem, it made sense that a common fault existed. Therefore either the line into the house or the router was at fault. so, I checked the helpful BT step by Step checklist in regards fault finding - all checked out - but then again why wouldn't it as the fault is intermittent.
As we have had no audible issues (checked with neighbours in case the telephone exchange was faulty), I phoned the "helpdesk. Got a nice guy called Abhay, who diligently went though his spiel. After 25 minutes of me trying to explain that the fault was intermittent and that all I wanted was a new reliable router sending out (the current one is 2 years old) we arrived at this conclusion (and confirmed by his supervisor).
1. I would need to be in front of my PC and home router to go through one of his technical colleagues checklists.
2. The fault was recorded on my Call Centre Notes as intermittent and that it may not repeat under test conditions
3. Upon completion of the checklist regardless of the outcome of the troubleshooting, I was to request a replacement router be sent out - a fact also recorded on my call centre notes.
4. It was confirmed that this was the case that the check list would need to be completed but regardless of the outcome a router would be despatched immediately upon conclusion, "as it probably was the router given the fault and age".
I asked then, why it was necessary to call back and waste my time and bt resource ticking a box if the act of ticking the box has not influence on the outcome. All I want is a new router (and a good reliable service) which will be forthcoming after the fruitless box ticking exercise. I asked if he would be able to just send me a router now, he said not. I asked if I could escalate to someone who could authorise a new router, he said not. So I have to phone back and waste more time to get what we all know will be the eventual outcome.
I know there are processes, but why are there not supervisors/managers in BT who can a) think about customer expectations, b) consider the impact on customer’s time and BT resource in regards rigidity, c) think beyond a checklist, d) satisfy the needs of their customers?
I bet that bloke out of "my family" never has this issue - and don't get me started on Infinity....Virgin media is beginning to look more and more appealing (never had a problem with Virgin customer services in the past - holidays, mobile and healthcare - there is a theme about brand evangelists and customer loyalty here. Virgin treat their customers as honoured guests where you (BT) seem to think you have a god given right to provide service and customers are loyally bound to the brand – I have been a BT customer as long as I’ve owned my house (25 years ish), and remained loyal but this is not the way customers should be treated.

These people don't give a hoot. It's not about "developing a customer relationship" or meeting basic expectations.
Customers are treated as problems -- to be palmed off with a line (I have heard multiple stories as to what my oustanding fault is (2 months now and I phone every few days)).
They don't appear to communicate at all with each other -- even if you have phoned up every few days for months they will act as if that is the first time you have phoned. You will be asked the same questions again and again -- what type is your line box I have answered probably a dozen times recently. What is your telephone number when you have already dialled it in. I even went through a month or so last year when they were denying I was a customer. They don't record anything. They are completely disorganised. They go through the motions of a line test again and again to seem to be effectual. The indians are apologetic and you can believe it -- but the British aren't.
I think you've hit it on the head that the culture of the state owned monopoly BT has perpetuated (at least in the UK). They think we owe them a living.

Insulted by Call Centre Staff

I wanted to post a copy of a complaint email which I have just sent to Warren Buckley. Still can't believe the customer service I received:
Hi,
I wanted to make a complaint about a call centre team member who was phoning from 2touch on behalf of BT. I recieved a cold call at approximately 8:20 to 8:40 last night (23rd Oct) and was in the process of working through a telephone / internet quote with a team member named James. When he asked me for my phone number to confirm my expected broadband speed I noted that surely he already had my number, after all he phoned me on it. He responded that they need to take personal details like phone numbers, addresses, etc. At this point I was concerned that this could actually be anybody phoning me and trying to steal my personal information, and I pointed this out to him.
Then, under is breath I heard him say to someone else, "This guy is a **bleep**" - clearly referring to me. I expect he thought that he had muted the call so that I wouldn't hear him.
I proceeded with the quote for a little while but was too shocked to carry on and eventually asked to speak to his manager. Adam came on the line and said that he would listen back to the call recording and take appropriate action. I received a call back from Adam at 12:40 today (24th Oct) and he offered his apology but refused to say what action had been taken. From what Adam said, I feel like this has just been swept under the carpet.
Please note that Adam did confirm that the original offensive sales call was recorded by 2touch and I would expect that you should be able to obtain a copy of the recording to confirm this.
I am very disappointed with the level of customer service I have received here. Both being insulted by one of your representatives and subsequently not even being told what the result of the follow up was - if there even was one.
It is most disappointing as I was considering switching to the package that James had been discussing with me - I was even thinking of spending more on BT Vision. But I can safely say that this is the most appalling level of service I have ever received. I can not understand why you would outsource these sales calls to a company which insults your customers.
Regards
Ryan McGuinness

Hi Ryan,
Welcome to the forum, I am really sorry about this.
If you'd like me to look into this please feel free to send in your details to us. You can get our "Contact us" link by clicking on my username, under "About me".
Thanks,
Stephanie
Stephanie
BTCare Community Manager
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Re: Call centre frustrations.... grrrrrrr!!!!

Linton wood i can truly say i have had the same problems. I have had numerous run ins with them (bt overseas call centre), when you ask to be put through to some one in the uk they refuse. Its clear they read from a script, and today could even get my name right.
I only want my oline account sorting so that i can access my add ons its really not that difficult surely
SHAME ON BT,

Hi randersonjordan,
Thanks for your post.
I am sorry to hear that you are having problems accessing your online account and that you have not had any help over the phone.
Can you send me in your details using the "Contact The Mods" link found in my profile and I will be in touch to help.
Cheers,
OlgaC
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Failed Call Centre Support

Last month, I contacted BT asking if my exchange is getting an upgrade or not, and one of the guys at call centre said that my exchange will get fibre optic today (2nd February).
Today, I've been checking the BT Infinity availability and it says I only can get BT Total Broadband which is fed by the aging cobber cables, speedtesting and checking my exchange information on Sam Knows - nothing have altered. Obviously my exchange haven't been upgraded.
Now, why did the call centre give a customer such inaccurate information?

Because IMHO they tell you anything to get you off the line as quickly as possible..
When I recently joined BT I took a package BB,Vision & Calls, I had confirmation of everything apart from when the calls would be activated so I called the helpline and turns out due to an error the order had not been placed. Fair enough these things happen and a second order was placed and was given a date of 28/01/10 for activation.
This date passed and I was still being billed by Virgin so you guessed it called the helpline. I was told by the helpful advisor oh yes your calls are most certainly with BT now and we are billing you for calls. With this I contacted Virgin to see why they were charging me only to find BT had sent no request to cancel the CPS on the line and calls were indeed still with Virgin.
Another call to the BT helpline confirmed this was the case and a 3rd order had to be placed. So why was I told my calls were with BT by the previous advisor, mistake or lie you make your own mind up.
I have also had problems with broadband but that's on another thread, on one contact to the helpline discussing my IP profile it suddenly occurred to me the advisor had no clue what an IP profile was but was still quite happy to make things up as she went along. After asking if she knew what it was she put me on hold and come back saying there is a fault in my area and that is why I am being disconnected and losing internet access. Bizarre as I have not been getting disconnected or losing internet access at all.
I concluded she did not have the technical knowledge to answer my enquiry so just decided to make this up to get me off the line. How can this be helpful in any way?
I have worked in a call centre and not saying they are all the same but the management seem obsessed with call times, the quicker you get them off the phone the better as more calls are handled per hour/day ect. This pressure feeds down to the advisor and pressure is on to deal with your call as quickly as possible.
This only leads to one thing, poor customer service. The thing is the ones who lie or say anything to get you off the phone have good call times and management are happy. However if like me you actually wanted to help and spent a little time trying to resolve something your calls are longer and you are under performing.
I used to argue the case if you deal with it properly the first time yes the call is longer but it does mean the customer does not have to call several times with the same issue and it is better for the customer.
I think this is what is happening with BT technical helpline and they much prefer shorter call times to happy customers, even if that means telling you what you want to hear because it's so much easier and quicker that way and lets face it there is no chance you will get the same person again and when you do call back angry you will get someone else to speak to anyway.
When I come to BT I knew there were cheaper services out there and the BB is quite expensive compared to some but I assumed paying a premium price I would get a quality service and good support should I need it. Well I have needed it and it sucks!
Apart from the moderators on this forum they are great and will do anything they can to help, shame they can't go to the call centre and teach them some good old customer service skills.

Asian Call Centre Problems

Anyone else had problems with this? Know of a campaign against them?
Having had 3 barely comprehensable conversations and an ongoing fault with my landline I'm refusing to speak to anyone from a BT Call Centre.
Reported the fault but didn't have time to unscrew and mess about with the box so BT agreed to ring back in the evening.
Two days later I rang back - after a lenghtly call on a terrible line I thought we had established that the fault was on the faceplate and someone would be in touch to arrange a engineer appointment.
I made a complaint on the website and received another call from someone who made even less sense than the others who wanted to go thru the whole process again. I tried to explain that this had already been done and I was exoected an engineer appointment. He told me this would cost £99 - at which point I lost it and told him I did not want to speak to him anymore. After I hung up he rang back twice!
The lesson is not to sign up with any company whose customer support is a few 1000 miles away at the end of a bad phone line - what a joke!
If you've had a problem please post - maybe we can get thru to BT.

I agree with sentiments, though I don't agree its the area where customer service is based, we could go about the wrongs. However what is for sure, generally the great British public want broadband as cheap as it comes, one way to keep these costs down is to outsource, to companies who are cheaper, where there is no minimum wage etc.
There are companies in the UK that are solely based on our fine soil, comparing similar BT option 3 product works out at £600 per month, strangely they are niche market! I'm sure if these companies started to make huge gains of customers, the likes of BT would consider such a move, to maintain market share, though expect a big rise in what we pay for broadband.
Mortgage Advisor 2000-2008
Green Energy Advisor 2008-2010
Charity Health Care Provider Advisor 2010-
I'm alright Jack....

Business One for call centre

Hi friends
One of my prospect is in call centre business
he makes outbound calls to close the deals (the item is service) he requires system generated reminders for telephone calls
there are no production or inventory related issues.could you pl suggest how to map this in business one..

You could also consider the addon for service call. here is a brief explanation about it :
Repetitive Invoicing and Service Call Management for SAP Business One
'Repetitve Invoicing and Service Call Management' is an addon module for SAP Business One. Developed inside the UI, it allows users to create and schedule repetitive service calls for their customers' sites. Users can also create customer equipment cards, based on agreed service contracts, as well as manage the recurring billing process associated with providing those services..
Check it in the service.sap.com/smb
Rgds,

Bring back a UK call centre

Bring back a UK call centre AND LET US TALK to a UK adviser. Custpmer service stinks at present !!!

ElizabethB wrote:
£130 that's appalling when they provide so little in the way of diagnostic tools/support We've plugged a basic phone into the master socket and still see the problem.
I know...
Depending on the master socket style, I presume you've removed the front lower cover and plugged the phone in to the test point, with a known to be good filter?
I've tried connecting to the livechat thanks, the wait is apparently 9mins (or 9hrs it didn't give the unit of time ) - any idea where they are based ?
To the best of my knowledge and experience, they're UK based
What does concern me is if the problem is at the exchange and is fixed as a result of ongoing work what proof would I have that the problem was a BT one. I think it's safe to assume they wouldn't release details of current jobs in the local exchange and network and faults seen in their OSSs to prove there wasn't a problem their end...?
Ongoing work? - Are BT Openreach working in your area?
From looking around these forums, if BT have discovered a fault, they're honest about it and will post enough relevant information for us to digest
-+-No longer a forum member-+-

Getting no where with call centre can anyone pleas...

I nearly 68 years old and this is my first computer and internet package, i am on the BT upto 8mb package but only get around 1.5 mb speed, my son has looked into this for me and told me i have "a stuck at 2000kbps ip profile" he has called the help centre that many times for me i have lost count, they have told me that my IP profile should rise after they changed the wirless chanel for me, that was two months ago and i still count myself lucky if i get 1.6 mb download speed. I was finaly told that the reason i only get this speed is because i live so far away from the bt equipment, can some one let me know if this is true please or is this a case of the indian call centre trying to fob off someone who is new and unused to this technology. I understand you will need the details below to see. The connection time is low as i had to reset the hub to get into the settings as i have lost my password but before that i have not crashed in months.
Thank you
ADSL line status
<script type="text/javascript">// var trClass = ["odd", "even"]; var td1 = ["w3", "Line state", "Connection time", "Downstream", "Upstream"]; var td3 = ["w3", "VPI/VCI", "Type", "Modulation", "Latency type", "Noise margin (Down/Up)", "Line attenuation (Down/Up)", "Output power (Down/Up)", "Loss of Framing (Local)", "Loss of Signal (Local)", "Loss of Power (Local)", "FEC Errors (Down/Up)", "CRC Errors (Down/Up)", "HEC Errors (Down/Up)", "Error Seconds (Local)"]; var td2 = ["", "Connected", "0 days, 0:03:07", "2,272 Kbps", "912 Kbps"]; var td4 = ["", "0/38", "PPPoA", "ITU-T G.992.5", "Interleaved", "17.0 dB / 7.1 dB", "36.0 dB / 19.4 dB", "18.6 dBm / 12.3 dBm", "0", "0", "0", "0 / 0", "0 / 2147480000", "nil / 74311", "0"]; // </script>
Connection information<script type="text/javascript">// createTable("normal", trClass, td1, td2); // </script>
Line state
Connected
Connection time
0 days, 0:03:07
Downstream
2,272 Kbps
Upstream
912 Kbps
ADSL settings<script type="text/javascript">// createTable("normal", trClass, td3, td4); // </script>
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
17.0 dB / 7.1 dB
Line attenuation (Down/Up)
36.0 dB / 19.4 dB
Output power (Down/Up)
18.6 dBm / 12.3 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
0 / 0
CRC Errors (Down/Up)
0 / 2147480000
HEC Errors (Down/Up)
nil / 74311
Error Seconds (Local)
0
<script type="text/javascript">// var showButton = new Button("show","","Hide Details", function(){GoAndRemember('bb_dsl.lp','');}); // // ]]></script>

welcome to the forum
you currently are on 21CN up to 20mb but only getting 2mb. If you could not access the hub manager before I think your connection may have been resetting and you probaly just saw the blue lights and assumed connection was stable. your noise margin in high at 17 as normal about again suggesting disconnections.
have you tried the quiet line test dial 17070 option 2 should be quiet and best done with a corded phone if cordless might get a dull hum which is normal.
are you connected to the master or test socket?
At present I would suggest that you leave your hub connected 24/7 for the next 3+days as I think you may well be in a banded profile (nothing to do with ip profile) and it should release your line in 3+days connected.
if after 3+ days connected there is no improvement then I would contact the mods for assistance http://bt.custhelp.com/app/contact_email/c/4951
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HT1267 HAVE SET UP AN INCORRECT EMAIL ADDRESS. The call centre set up a new email address as the Username. I am unable to access the new account because the default on my phone is the email that is incorrect. How do I get the correct email as default

I HAVE SET UP AN INCORRECT EMAIL ADDRESS. The call centre set up a new email address as the Username. I am unable to access the new account because the default on my phone is the email that is incorrect. How do I get the correct email as default??

Thank you for your help, much appreciated
Regards
Geoff

Poor Customer Service - BT Call Centres

I have been having problems with my phone line and broadband for over a month now. The Call Centre in India (whilst staffed by very nice people) is completely inadequte. There is no follow through, they do not appear to make notes when there is an ongoing issue (unless of course they are getting me to repeat myself for the fun of it!), conversations get lost in translation, they promise to call back and then don't, and then you have to start fresh with another member of staff. They work to a scripted conversation, any deviation from this and they can't cope.
I am not a complainer, quite the opposite but I have been driven to distraction by the process of contacting a Call Centre in India when you have a technical problem however, when there is a sale to be made you can speak to someone in a Call Centre in the UK. The carving up of BT services has not been done for the benefit of the consumer. The disjointedness has, in my view, led to a complete inability to provide good customer service. As a result, I am considering putting in a formal complaint and sending a copy of a letter to OFCOM or the likes.
Can anyone on the forum help in terms of a name to direct a letter to and whether OFCOM is the appropriate body? I have tried emailing BT Complaints but no response and don't want to send a letter off without someone to contact to follow through. Below is a not so brief timeline of events to date! Many thanks in advance!
w/c 25 June
Started contacting BT as problem arose with quality of my land line (e.g. crackling) and broadband loosing connection.
A number of calls ensued taking me through a scripted conversation and many line tests. Each time I was told I do not have a problem. Eventually insisted (after being patched through to a level 2 supervisor) that an engineer visited my property.
4 July
An appointment was made with an engineer between 8am – 1pm. As no one had showed, I contacted the Call Centre and was informed that an engineer was working on a problem with the main junction box. Engineer arrived at 4pm, did not examine my phone line but said problem is now resolved It was not.
5 July onwards
Many calls to the Call Centre, all operatives assuring me that there is not a problem with a line and they can fix the problem I am having within 24 hours. After many line tests, rebooting, resetting of broadband etc. I eventually persuaded them to send another engineer.
12 July
Young apprentice visited (lovely young man and we wrote a very nice email to his line manager as we were impressed with his attitude).
He did not however resolve the issue, he completely renewed all of my broadband equipment and left.
W/c 16 July
Started phone calls again to Call Centre. They kept running line tests and telling me there is no problem. Had to explain the term intermittent and there was indeed a problem.
Eventually got through to a level 2 Technician who ran a special test that only he could do and he could see that there was indeed a problem but that he could fix it within 24 hours. He could not.
A few more phone calls, and I eventually got them to agree to send out another engineer.
31 July
Wrote a complaint regarding service on BT website. Incident number 120731-003877. No reply received however did get an email about how to improve my broadband speed! I live in a rural area, anything about 1mb would be a miracle.
Early August
Received a phone call from a nice young lady based in London working as part of the BT sales team offering me a discount on my broadband package if I agreed to sign a 12 month contract. She did not know anything about the issues I have been having. In the hope that the conversation was indeed being recorded I explained everything!
No follow up. As a gesture it would have been nice if someone from sales had phoned me back, offered sympathy and perhaps the discounted package with immediate effect (without a contract requirement) seeing as I have effectively had no internet for a month and possibly the lowest connection speed in the country.
9 August
Another engineer arrived with 35 years experience and excellent member of staff. Conducted a full line test and low and behold, problem found with line 83 meters from my property (exact location where we had an issue the previous year and that I had been trying to tell the Call Centre staff about).
On examination, the engineer confirmed it needed replacing. Also that the space between the telegraph poles was 75 meters and should actually only be a maximum of 63 meters hence, tension on line which has caused the problem.
He called for assistance and both he and a colleague were about to replace the line when he was called off the job by his line manager. Something to do with Health and Safety. hmmmm..... he did have a colleague, a Hiab and all specialist equipment. I did wonder whether cost was a factor as we are the last house on the line.
10 August
Further phone calls to Call Centre, told again that they needed to run a line test and that they could get my phone working in 24 hours. Informed them that it was very improbable.
11 August
Level 2 supervisor finally returned my call as promised and confirmed that a new line was needed. She gave me the telephone number of the telephone line faults department to phone to enquire when this would be done.
13 August
Phoned the telephone faults department to ask for a date when the line would be replaced. Level 1 technician wanted to run line test and assured me that he will be able to solve my problem with a few simple steps and that it would be fixed within 24 hours. I informed him that it would be impossible. I asked to speak to a level 2 supervisor. He put me on hold for 10 minutes and then informed me that a level 2 supervisor could not help me. He agreed to book an engineer to come out and repair the fault (he had never done this for any other customer before but as I was a special case he agreed to do so!). I had to provided him with exact details of the fault. I requested that he refer to the report given by the last engineer that visited but no, he wanted the details from me, slowly, so he could type it out.
I have an appointment for Thursday 16 August between 8am and 6pm. Not hopeful.
I requested the number of a telephone complaints department or any member of staff I could speak with in the UK. He could not find a number for me.

Hi,
Your line and exchange is maintained by Openreach and not BT Retail (your communication provider). BT Retail do not get priority over other communication provider as Openreach treat all communication providers/ISP's equally.
If you would like to contact the BT Care Team they will be able to look into your account notes and to help you get it resolved. BT Care Team are a UK Based BT Specialist Team.
Click here to contact BT Care Team
They wil contact you by email or phone within 3 working days. You will be given a automated reference number please make note of this.
cheers
jac_95 | BT.com Help Site | BT Service Status
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