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The Customer Service System (CSS) of the BT Group (previously British Telecommunications) is the core operational support system for BT, bringing in 70% of income for the company (figures from 1997). BT rolled out CSS nationally in 1989 and provided an integrated system for telephony—order handling, repair handling and billing.
In 2014, the 118500 service run by BT was fined £225,000 by PhonepayPlus (later renamed as the Phone-paid Services Authority) for over-charging customers and failing to clearly display call costs. BT was also ordered to refund affected customers. [citation needed] Later in 2014, a similar failure to clearly state call costs resulted in a fine ...
Businesses can rely on contact center telephony services to respond to their customers’ queries over phone, email, chat, fax, etc. Integrating it with their customer relationship management tools, entire contact details of customers and their interaction sessions with different customer service representatives can be found at one place.
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Enterprise is responsible for BT's 999 call handling operation, which handles more than 90,000 calls per day from seven of its call centres. It answers 999 calls from Northern Ireland, Scotland, Wales and England, passing the calls to the relevant emergency service.
Until the mid-1980s freephone numbers could be accessed only by ringing the operator on 100 and asking to be connected, e.g. Freephone 8963 for BT customer service. From 1985, the 0800 code came into use for freephone services. [19] These numbers usually had 10 digits, but a few exceptions had only 8 digits, e.g. 0800 1111 for ChildLine.