Going for Gold

BT

 

10,000 people are on our front line. The tip of the spear.  They’re spread across 29 contact centres.

Over three years, we’ve been transforming customer experience, but to truly improve our systems and change perceptions, we needed these 10,000 people on side.

We knew that if we inspired pride and raised standards, they could deliver truly exceptional customer services.

‘Going for Gold’ put customer experience at the heart of daily life for our people.

It empowered teams, creating an aspirational culture that was above and beyond customer expectations. Since launch, our Net Promoter Score has increased by 12 points.

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