My typical day at work starts with me catching up with my team in India and across the world and taking a stock of anything urgent or high priority which needs my immediate attention. Once that has been done, I spend time going over any new emails with training requests or queries. Post that I have my on-going calls for the transformation and transition projects that my team members support across all BT hubs and also the regular touch-bases with the regional teams and trainers.
There are days which are spent on planning and tracking training progress and also creating MI reports for the management. I enjoy days which are spent in content creation including research and reviewing and also on train-the -trainer programs. In my management role, I rarely get a chance to deliver face-2-face training , unless I am travelling, so I try an make the most of any training delivery session that I manage to fit into my weekly schedule and enjoy my interaction with new hires and also existing employees.
The hardest part of my job , I feel, is managing the demand from all the stakeholders and then prioritizing their needs basis the existing workload on the team and also managing the budget across all stakeholders. Also there are times when despite of all the planning and discussions & sign-offs , things change last minute due to operational requirements, which personally becomes a dis-appointment for me.
In terms of my learning.. as trainers we love to be in a classroom in front of
Prosflexible work arrangements
Consadhoc requests, lack of planning & forecasting, no career progression path
British Telecom is one of Top Telecom companies of world and give good opportunity of displaying once skills and play active role in Int. Bus.
The day normally starts with taking care of critical requirements first.
There are lot of weekly updates on many parameters which have to be submitted ontime for some senior level reporting.
Telecom is quite a dynamic business and it takes time to understand reach a quality level that is required at BT and hence delivering against the required quaity of work is always the enjoying part as it has its own challenges to be met.
The highest of all is normally SOSO call i.e. SignOn and SignOff presentation calls and with the level of spend I manage and as per DoA normally it falls into levels of CFO and MD on most of my calls and thus every presentation is very unique in itself for specific spend opportunity and attracts lot of tough questioning on many fronts before a case is cleared. This is one of the hardest part apart from that the tough negotiation strategic position suppliers adopt and some time throw a very tough challenge of walking out of a contract is price increase etc is not met or on some terms and condition which involve negotiation at senior most level of supplier to get a good deal for BT.
Other that above, its BAU interaction with colleague's all across to get products/services across the planet for various internal and external customer requirements.
Negotiation and SoSo are most njoyable to me and every successfull presnetation adds to confidence level of not only doing a great deal but also making it work for business in the way senior management wants to
ProsOwnership of role, Independence, Dynamic environment operationally
ConsRegional office, less action than in Centre which is London.
Day at work starts with a coffee and an hour is spent on some of the pending task if required and then the new pace comes with different tasks and customers. Breaks re-energize you for the newer tasks and indeed new tasks gives you the way out to learn newer things.
I have learned a lot of things form BT , how to solve the problems with a professional attitude , getting involved without to solve the problem, staying in touch till the matter gets solved and improving the level of conversation that makes you clear about the problem and there solutions.
However , the management is not so involved , there is a lack of understanding between the management and the employee but things workout if they are escalated to there managers.
The workplace is well organised , spacious and tidy and the people at at work are vibrant and energize you at work and are very helpful at work and as well as to the customers. Therefore it is a very nice place to work and you can learn from them how once you connect with them in context to work.
The hardest part of the job is every task is different and involves almost every team to get in touch as one process requires almost every team in the organisation which is very difficult to reach at the same time , that's why the customer's queries takes a little time to get solved.
Most enjoyable part of the work is that you tend to meet new people every moment and in my case customers , teams , there managers everyone as each task almost invol
ProsMeals are awesome and the cafeteria is wide enough you can eat in comfort.
* Learning phase from Other Client - Challenging in KT phase
* Learned the ORT Quality Gates process
Help improve the success of the ORT process
Commit to providing the necessary resources, in time
Deliver to commitments, in time
Make it easier for others to work with us
Improve Planning and highlight any risks/Issues upfront
Highlight Ops resource contention
Minimize execution overload
* Co-workers are friendly and enthusiastic
* Work life balance
* Interacting with Client, co-ordination with different people and stakeholders
1. Validate the processes and local procedures which have been developed and implemented, and that should operate effectively prior to starting using the proposition with end customers.
2. Validate that service suppliers or third parties are operationally ready to provide the service to customers during the ORT trial phase.
3. Check that the delivered training meets the operational unit’s requirements to support the proposition and that there is a full training plan to support the deployment if required.
4. Ensure the customer experience is not adversely affected by the proposition.
5. Trial the processes involved in supporting the network and service management to include planned works and escalations.
6. Trial the readiness of any third party Supplier/Distributor required in supporting the proposition
BT is a great place to work, open culture, gives good work-life balance to the employees
BT is a great place to work, shares a very open culture and gives good work-life balance to the employees.
> A typical day at work for me is full of energy and enthusiasm. Interaction with customers and Internal stakeholders, working on customer reports and attending internal meetings and discussions.
> I have learnt a lot working with BT since past 2.5yrs. Continuous improvement is the code of the business here and learning about technological advancements, business prioritization and project management are the day today tutors for me.
>Management is very open and approachable here in BT. They welcome ideas and encourage to contribute in all fields be it operations, sports or CSR activities.
>I share very good repo with my co-workers. I have made many good friends within BT and some have become my family friends too.
>Hardest part of the job is to share bad news with customer and Manage procedural delays however these are manageable as I hold good professional relationship with the customers.
> Most enjoyable part of the job is to celebrate the project success with co-workers and the team. Moreover the fun activities organised within BT are also good refreshers and not to forget CI activities are fun and motivators too.
ProsMobile and Internet bills reimbursment
Consvariable working hours depending on the project
• Effective communicator with excellent relationship building and interpersonal skills
• Currently working at Infosys BPO limited as Broadband Customer service advisor for British Telecom Limited(BTW).
Jul 2015 to Present (0 year(s) - 8 month(s)) Joined Infosys BPO limited in the Month of the July 2015 as a Broadband Customer service advisor for British Telecom Limited (BTW).
As There are Two Process T2R(Trouble To report) and L2C(lead To cash).
As I am perfectly Trained and working for the First Process T2R (Trouble To report). In this Process we troubleshoot the Fault Logged by the Communication Provider (CPs) i:e By Performing Line test, checking and Building Domain and Profiles and if requires soft cease and re-provide the Particular Fiber or Copper Broadband Faults. And If the Manual intervention Is Required then we allocate an Engineer to Investigate the fault.
Also T2R involves an Data in Which fault cases are fetched and Located the Fault on the line and Passed to Contractors or Back to CPs.
And also has Monitor the L2C in the new Broadband order are Placed by the CPs, so we Monitor them and Passed to the Contractors and get Committed date of Completion of the Order for CPs.
In Both the Process the Interaction with the CPs and the Contractors takes Place by the Chat and Calls.
Prosthe Interaction with the CPs and the Contractors takes Place by the Chat and Calls.
Its a Work Place to learn a lot and team with good interaction
A typical day at work is..
One day some P1 issues has come and i have stayed at work place for a total of 2 days continuously to solve the defects, under the request from my higher management. Where in i have got many appreciation mails for clients. That's a highly stressed time for those 2 days, but even i am happy that i am highly recognized by management
What i learned..
I have learned both technical and management skills at my work place,Where we maintain the team relation healthy and when work is considered the efforts should be capable enough to tackle the work.
Convincing the client at peak point is appreciated because there can be human errors even though the work is monitored at Robot Level. Such times by handling clients made me to learn a lot, other than technical skills.
Management:
I have worked in a support project for 2 years where in i use to handle a team of 5 freshers. Knowledge transfer, guiding the domain of the project, managing the team for not only technical issues but team relation as well.
Co-Workers:
I have worked with 7 teams in the project, so i feel i got a wider chance to interact work-wise with my co-workers.
The Hardest Part of job:
As far my job role considered i enjoyed my Role
• Experience and knowledge in the Data Warehousing (ETL) tools like Informatca Power center for Data Extraction, Transformation and Loading (ETL) and analysing the data at both source and target database level for sending the accurate reports to the business users.
• 3+years of experience as a ETL Developer, designing and developing jobs using Power center Designer, Repository Manager and Work flow manager and scheduling jobs by CRON job.
• Experience on developing the workflows based on the mapping documents and tunning the workflows for better performance.
• Through knowledge on Data warehouse concepts like Data warehouse architecture, Star schema, Snowflake schema, Data Marts, ODS, Dimension and Fact tables.
• Created jobs by using Power center tool to move data from Source to Staging Area and Staging Area to Target using parallel stages like, Filter, Sequential file, Transformer, Remove Duplicates, Joiner, Aggregator, Lookup, Column Generator, Row Generator.
• Used Power center Designer, workflow manager , mapplets , schedule(Cron job), execute and monitor the jobs that perform source to target data loads.
• Used Power center designer to export, import the Data Stage jobs.
• Good in analysing and correcting the unix scirpts if any issue is raised.
• Certified ITIL V3 foundation
Productive and fun workplace , however the working environment needs to be a bit more professional .
It was a great learning experience, an honour to be a part of BT ( Technical In-bound Customer Service ) . Though I worked there for a short period of time( Wipro , Kolkata Sec 5 ) and had to leave early due to personal reasons , but would expect a bit of more professional working environment and proper evaluation done by the management as per potential of a candidate rather than personal relationships , lack of ethics and work politics Having a UK based Customer Service and Sales Experience , and once upon a time being a BT customer myself ( diring my stay in London (UK) for 12 years ), it really did upset me. I am optimistic, I am sure situations will improve in near future .If given another opportunity to serve BT , as a customer service advisor ( BT Broadband ), not at Wipro, somewhere else in Kolkata, INDIA with a proper respectful salary I will be truely oblidged and give my BEST to prove my potential once again and assure customer satisfaction / retainment , and greater ROI (Return of Investment ) for the company.
ProsGreat Trainers
ConsLow salary, Work politics, un-professional working environment
The day used to start with a team hurdle headed by Team Lead with the purpose of daily updates and take aways from the previous day performance. And motivation for the day to perform excellently. I learned a lot of thing out of it like working in team to achieve an objective, convincing skills as used to deal with troubleshooting so I have to convince all the customers who come across with me by acknowledging and confirming the better service ahead, communicating effectively with right words and also to handle stress as we used to handle customers for 8 hrs. Management and co workers of the company was very supportive and always use to reward good performances. The hardest part of the job was back to back queries for long hours. the most enjoyable part of the job was dealing with different types of customers with different views and behaviors which helped me a lot in understanding them.
Customer Service Representative | Accrington | 2 Jul 2016
Good progression, Amazing pay, No work life home life balance
The beginning:
So to start, most likely you will begin as an agency worker. This is the hardest part as you are watched like a hawk and if you do bad constantly or don't hit stats you're instantly put on a plan.
Training:
Lasts for around 4 weeks for COT/Retentions where you get little to no training on the actual system and all about asking the right questions to pitch to the needs of the customer, it's at this point you will realise you've come into a sales based role as opposed to the so called retentions or service as advertised.
Grad bay:
This is around 8 weeks roughly and in this period you will usually have 1 - 2 floorwalkers and your manager helping you every step of the way. This will be where you put to use your knowledge and build on system knowledge overall. You get a lot of offline time and constant support with training to get you in the right position and where you will be polished up into a proper advisor. This is also where you will begin to love or hate your team depending on how they are (for the record I absolutely love working with mine and feel very motivated with them around) it's about teamwork and smashing your stats, making yourself, your manager and trainer look good.
Post grad:
Congratulations! If you made it this far you managed to put up with (and excuse my french) all the sh*tty customers you will get on a varied basis. Some days will be good, some days will be bad. You will have to accept that and some days you just won't want to
Working for BT customer retention was one of the worst decisions of my life, the whole place is corrupt and they tell you nothing but lies to get you through the door. You'll slowly see that that everything you've been told about bonus your pay increase and shift patterns is false, they then proceed to cover that up with more lies and false promises. The suits that run the place constantly find ways to design the job against you, while increasing their own revenue.
The job itself is horrible dealing with angry customers who will go out of their way to bring you down, knowing that you cant say anything back. The aim of the job is to sell as many mobiles and TVs as physically possible to one customer, managers will not care if they have a mobile or another tv service in contract. If you do not sell those services they will see you as a failure and make you feel like it. You are constantly monitored by managers your calls are constantly listened to so that they can be used against you. They call it support and coaching but it's not its basically a lst of reasons why your bad at the job and then the threats start. You'll be put on a plan or your going to a disciplinary and their favourite you could lose your job. They like to make these threats at least once or twice a week. The managers job is push you to make hard sells they will even push you to break the laws you are trained on. If you cant sell a phone then you should miss sell the phone, managers will pretend they wont
ProsCollegues
ConsManagers, shifts and hours, pay, soul crushing
I would arrive at work minimum 15 minutes early in order for me to be calm prior to going online. For example I would get myself a coffee and cold drink, find a seat, ensure I had all of my notes in front of me. This was my preparation. I would then log on.
The calls would start flowing in with barely a 2 second gap between each call. Calls ranged from emergency service calls, directory enquiry calls, internal directory calls from BT staff and chairmans office calls. As my next call could be any of this type I had to give my full attention to the screen and listen to the recording/ alert type on my headset in order for me to say the correct speech or greeting.
Every day was different and was also a learning curve. Each customer was different, with different attitudes. Some customers for example on directory enquiries were very polite and patient. Others were the very opposite. I learned a lot about geography which was self taught. Also if a customer came through to Chairmans Office with a query I had never dealt with before, I would also learn how to deal with it efficiently and take notes for future reference.
My BT manager was fantastic at her job. She really took the time to get to know her team on both a professional and personal level, and constantly praised her team members that were doing well, thus meaning, we all worked to the best of our ability and continuously pushed and strived to do better.
My colleagues were also great. There was no divide if we were part
ProsFancy dress charity days, Christmas day games
ConsConstant pressure, rude customers, no proper canteen
Pályakezdőknek, friss diplomásoknak, illetve ha hírtelen nagyon nincs más, szigorúan csak ezen feltételek mellett ajánlott
Anno egy másik cégtől menekültem ide, annyi volt a különbség, hogy egy USA cég magyarországi fertő lerakata volt, szóval arra már a mínusz tartományban adnék pontot ha lehetne, erre meg nullát, de sajnos az 1 csillag a legkisebb amit enged.
Először Cash Collection, majd Service Request Management részen voltam. A CC az előző cég tortúrái után egy üde váltás volt, végül is jókor voltam jó helyen. Nagyon jó volt a Team Lead-ünk, jó volt a Team-is. Az igazi negatívumok viszont valójában akkor kezdenek előjönni amikor már kezded megismerni a (nem létező) process-eket, a teljesen tehetségtelen és a világról semmit nem tudó felsővezetést, a mindennapos bosszúságokat a kb. 1000 éves belső fejlesztésű, már akkoriban is elavult, BT rendszerek miatt (miközben már kb minden normális cég vagy SAP-t használ vagy valami egyéb Cloud megoldást). Érdemes visszanézni a negatív kommenteket, mert sajnos mind egytől-egyig igaz. Az elején, még az interjúkon hangoztatják, hogy mennyi lehetőség van itt, sima életpálya, előrelépési lehetőségek, nyelvkurzusok (ezen a ponton lehet rossz script-et olvastak mert egy darabbal nem találkozunk, hogy meghirdették volna), amit csak akarsz, nos ebből legalább ha a fele igaz lenne, de még annyi sem. Szerintem az ott töltött idők során olyan 20-30 pozit megpályáztam, és ezekből kb. kemény 2db offer lett, amiből az egyiket aztán elfogadtam (SRM). A többinél sokszor sajnos csak a szokásos előre megírt company bullshit-el elhessegetnek, és ha esetleg még össze is
Prosteam, tl, kocsmázás
ConsMinden más, fizetés, előrelépés, felsővezetés, amit csak el tudtok képzelni...
I have spent most of my working life at BT and seen many changes along the way
In October 2000 I was promoted to C2 computing grade at BT working in the company's own internal Service Desk which was responsible for dealing with employees computing problems,fixing them or passing to the skill center to further investigate. This was mainly answering the telephone and remote access to their machines for standard fixes.
In June 2005 I accepted a shift position dealing with business customers doing the same type of work with fixes to their different systems.
This would be constant calls all day dealing with there problems.
My manager at the time had worked on the Service Desk for years and had a lot of experience. Any major incidents would involve call outs for engineers and senior management. There was about 100 people initially which gradually reduced and on the night shift there was only 3 people. I was held as the stand in supervisor as it was a customer requirement that it was to be a BT person. We all had a great working environment and got on well. The hardest part was to try and fix someones problem when we had problems connecting remotely and the customer wasn't very computer literate. I enjoyed speaking to the customers and made many friends along the way.
October 2010 Document Management.
A typical day in my previous job would be to sign on to 2 computers and work from the mailboxes. My work consisted of ensuring that the working practice documents held by BT on the DWP contract were ISO20000 compliant. The documents were referenced and reviewed f
Prosno restictions on how many drinks you have and coffee and tea provided free.
I worked at BT only for a short amount of time , i completed training and began taking calls in the call center. Our job title was 'Loyalty advisors'.
The job would involve mostly inbound calls to BT, most of the time people wanting to leave BT for a different supplier , moving , cost was too high. The only benefit i'd say to working at BT was the employee benefits, you'd get Free Broadband and TV and discounts on mobile but the impact it can have on your mental health truly doesn't balance out.
I say this for the following reasons;
- From day one of taking calls your 'team' become your competition, who can sell more? Who has the highest value held for BT? Who has a better rating from their customers?
- You're taking calls from your start time to the end of the day, fair enough you get a 15 minute break in the morning , 30 minutes for lunch and 15 minutes in the afternoon, this all seem well and good when they tell you this in training but as soon as you're in the call center , this goes out the window. For Example; You'd take a call starting at 10:15, your break is at 10:45 , on average some calls could be 30 minutes long, if not WAY longer, if your call runs into that 10:45 break , tough luck , you have to wait until lunch, The same happens at lunch , you've now missed 45 minutes of your 1 hour of total breaks throughout the day, I had this happen and wasn't even allowed to leave the call center to get some air.
- You have a daily schedule fixed by your manage
5.0
Call Center Representative | Accrington | 5 Jan 2019
Brilliant place to work
Having never worked in a sales role or a call centre roll previous to working for BT, I was very unsure of what to expect and have to say my expectations were completely wrong. There is a very friendly and lively atmosphere in the centre with a pleasant working environment and really good facilities, such as break out rooms with table tennis, comfy sofas and TV's as well as tea and coffee provided for staff. There is so much support for staff in terms of training, work development, coaching and guidance and even at a personal level. The employee benefits are huge, from discounted products to weekly incentives - even including opportunities to win holidays or event tickets (obviously if you put in the hard work!). The bonuses and rewards are fantastic, the bonuses are uncapped so there is a real potential for extra earning. From my experience the management (and particularly our team manager) are exceptionally caring and really push team members to succeed, even the higher management are very down to earth and approachable. I have found my manager to be very caring and I know I could approach him with any issue, be it work related or personal. I have honestly never worked for a company that makes you feel so valued as an employee. There is a lot of room for development and staff are actively encouraged to seek out opportunities to progress.
Of course there are a couple of downsides however, this is shift work so the hours are very sporadic with the centre being open from 8a
ProsGreat management, nice working environment, development opportunities, bonuses and incentives, employee benefits
ConsShift work, difficulty booking leave, work life balance, weekend working
Westminster video conference team laid off May 31 2020, and job moved back to UK only, instead of offices in UK and Colorado. This was going to happen anyway, the need for dedicated video locations decreases every day, as the technology changes. The difficulty with this company is the different silos of management. One silo for physical office space, one for sales and marketing, another for video technology, another for UK internet, another for UK telephone services. Now they are trying to expand to cloud technologies, but do not know which silo to place this, or to create a brand new company within the corporation. (And they haven't finished laying off all the people who worked with the phone directory!) Each silo has it's own set of VPs and Executives, and each silo has its own CEO and Managers and Directors....so the top heaviness for this corporation is outstanding. If you can find a niche, it's nice, stay there, but don't invest in tablets or pens of a specific color, as the next new CEO will want to rebrand everything. Redesigning logos is something this company excels at.
Ironic- the Westminster Colorado video conference team shared an office with the Help Desk Technicians, and also a software/engineer team. The software/engineering team works mostly remotely. The video team, and help desk teams, all laid off. BT then determines they will redecorate the Westminster Colorado office. Yes, all new carpet, lights, desks, for all those empty offices. (One si
Poor management, the only good thing about working here was the wage
First, just as a start, the wages here were amazing for a "no skill" job. I worked as a Tier 1 Technical Agent, and my wage was £1,600 per month. You had to do a lot for that wage, though. Sales would constantly be selling products to old and vulerable customers, and then after the customer paid would stop contacting them. Because we were the technical team, the majority of those customers ended up coming through to us, as we could alter and fix the product they'd bought, but the majority of the time they would be coming through demanding to speak to their sales rep, who 9 times out of 10 you could never get ahold of, so the customer would take our their anger on you. Sales were usually based in London too, so it wasn't a case of you could just go and find them in the building.
The management is awful, and usually managers are floating around the building rather than managing their team. There were a few "Team Leaders" who also just refused to take calls off you, so I genuinely didn't know what the point of the being there was. If a manager suddenly quits, you're usually assigned somebody who has just been there a long time, not somebody who actually has any experience in managing a team.
Progression, like most call centres, goes to people who managers like. If you're not a favourite, you'll never progress, and you'll be stuck on calls for the foreseeable future.
Is your mental health poor? Do you have problems going on in your personal life? Is your relationship with yo
ProsDecent wage
ConsPoor management, poor work-life balance, expected to learn systems you didn't sign up for
I have worked for the company longer than most. The phones are like a battleground, expect the unexpected and take it a day at a time.
There has been no progression in the role whatsoever from when I began. Centres and roles are restructured every year. New products are released without full testing which leads to a poor customer experience.
The systems in the last 2 years have been horrendous and a major incident seems to happen at least once a week that impacts our calls and bonus. Support has gotten better during the pandemic with teams pages set up, however, this has become incredibly confusing as there's 3 points of contact depending on what you need doing for a customer's account. Things I used to be able to do in an old system is not made possible in new ones, causing confusion especially when no one has been made aware that the system has changed.
The customers calling 70% are very entitled and hard to talk to, they do not want to help themselves and expect us to do everything for them. Wait times for customers to speak to us have increased drastically due to some support centres closing. The last 2 months has had no breaks in between calls and they have been instant from 8am through to 9pm.
Management are helpful to myself, however some of my colleagues who are not as confident sometimes have a hard time if they don't remember every single scrap of information. I avoid calling managers as much as possible as roughly 40% of the time, the info they provide is incor
ProsDiscounted services, lovely people, decent manager support
ConsDreadful systems, horrible entitled customers, no progression, unpaid breaks and lunches leading to long days, new products often faulty, new systems added for no reason
Questions And Answers about BT
How are the working hours at BT?
Asked 15 Apr 2017
12 hours in shift
Answered 22 May 2021
I was worked with BT in ABB India Limited at Maneja vadodara Gujarat. This company's employee work 24x7 days work and they depend on Ticket.
Answered 12 Aug 2018
What are the perks offered by BT?
Asked 18 Mar 2017
30 days in a year
Answered 22 May 2021
Love to join bt as i checked the this is the best place to work
Answered 15 Jul 2018
Does BT require background check? What kind of background check does BT do and how long does BT take to complete a background check?
Asked 7 Apr 2017
Yes, Bt has third party verification. They check all previous experiences & qualification documents. It tajes around 20-30 days.
Answered 24 Sept 2017
Yes.
BT is a good place to work .Good work life balance and salary compensation is also good .Management listen to Employees and drive their objective accordingly.
Answered 12 Sept 2017
What questions did they ask during your interview at BT?
Asked 18 Mar 2017
Commons questions
Answered 20 Oct 2017
Nothing related to work
Answered 27 Jun 2017
How did you feel about telling people you worked at BT?
Asked 9 Apr 2017
Work life balance
Growth Opportunities
Fair and logical management
Answered 22 Jun 2017
While joining the Job description they shared were very demanding, so I accepted it as a challenge.
