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Call Centres: BT launches customer service tool

Posted on May 27 2009
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A telecoms giant has launched a new tool which could reduce the workload for call centre workers.

BT has implemented an instant messaging service on its websites which can handle queries which would traditionally be handled by a call centre operator.

The Live Chat system aims to allow customers to find answers to basic questions and purchase products over the net.

Warren Buckley, director of strategy and services for the telecoms firm, said that the scheme has been put in place to allow consumers to have an additional way of contacting BT, thereby ensuring that people are able to easily "manage their communications".

Dr Lorraine Gailey, chief executive officer for Hearing Concern Link, commented that this may be particularly useful for those with hearing difficulties, adding that her company supports the initiative.

In other news, US firm Sitel recently announced that it has renewed its contact centre deal with a leading US commercial bank.

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