BT 2016 Annual Report Download - page 12

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Overview The Strategic Report Governance Financial statements Additional information
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At the heart
of family life
We play a central role in the lives of millions of
families, providing fast, safe internet, great TV,
and phones both in the home and on the go.
Will and Collette’s story
Will and Collette have two sons, Isaac and Jacob. Our services
are essential to their family life – at home and out and about.
Will works from home as a developer, using a virtual private
network. So superfast broadband is vital when it comes to
getting his job done. It also means the kids can play and learn
online, protected by BT Parental Controls. Unlimited Anytime
Calls let everyone stay in touch with family and friends. And
when it comes to TV, the kids love cartoons on BT TV, while the
family comes together for the exclusive football as well as rugby
and tennis on BT Sport.
Away from home, BT is just as important to the family. BT Wi-fi
hotspots mean that their tablet works at the allotment, letting
Collette stream music while she works – and dig up horticultural
tips online. If anyone’s forgotten to set a programme to record,
the BT TV app can fix the problem instantly. And if she does
need to make a call, Collette’s BT Mobile phone gives her great
value for money as well as great coverage.
For Will, it’s simple. “We love what we get from BT, and
we’re happy. I wouldn’t be able to work the way I do without
superfast broadband, and we feel secure as parents knowing
our kids are safe online. Wi-fi when we’re out and about is
incredibly useful, and things like BT Sport and the BT TV app
are the icing on the cake.”
See the Newmans’ story in full at
www.btplc.com/thenewmans
Samad Hussain is one of our customer care apprentices. We’ve invested
in broadening our contact centre agents’ skills, so they can address
more issues in a single call. That means they can get more things done
right first time, making our customers’ lives easier. For Samad, customer
relationships are about valuing people’s time.
“People don’t want to be on the phone for longer than they have to,
and being passed around is frustrating. That’s why it’s fantastic to be
able to answer more questions. I might start by helping someone with
their broadband and then explain what more they can do with their TV,
or something related to their bill.
For me, there’s no better feeling than knowing
you’ve solved a problem a customer had.”
Samad Hussain
Customer care
apprentice
Overview The Strategic Report Governance Financial statements Additional information
BT Group plc
Annual Report 2016
BT TV
including BT Sport with exclusive European football
Unlimited BT Innity 2 Broadband
upto 76Mbps
BT Parental Controls
for safe online browsing at home
Unlimited Anytime Calls
to stay in touch with family and friends