Questions and Answers about BT

Here's what people have said about working and interviewing at BT.

View all 49 questions about BT

What targets do customer service advisors have to meet?


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5 answers

As others here listed but adherence includes toilet breaks only during scheduled breaks but it’s usually not a problem because they don’t allow you time between calls to drink anything anyway.


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Personally, I contributed to an £11M annual target for Nortel products in my final year at BT

Answered - Pre Sales Technical Consultant (Former Employee) - Greater London

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Average talk time: How long it takes you to deal with a customer

Wrap: Time between calls

Repeats: The Main one, if a customer calls back within a week it looks bad on you

Adherence: If you was sticking to your shift pattern.

Answered - Technical Support Advisor | Plusnet (Former Employee) - Sheffield

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Adherence - ensuring you're there on time, go for your breaks when they are scheduled and leave on time. You have a daily scheduled rota to stick to.
Call handling time - how long your calls take. Not too short so that they have to ring again but not too long that it interrupts other customers.
And more.

Answered - Customer Service/Care Advisor (Former Employee) - Exeter

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It depends what campaign you are on it's nothing out of your reach though BT promote sales through service it's not about the hard sell.


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