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BT's customer focus wins external recognition
23 July 2007
BT Financial Group’s focus on ‘making investing easy’ has been recognised by the Customer Service Institute of Australia (CSIA) which has awarded BT Customer Solutions the winner of the 2007 Australian Service Excellence Awards in the medium business category.
“This award recognises excellence in customer service and reflects BT’s commitment to building a culture that places our customers at the heart of everything we do,” said Jason Yetton, General Manager of BT Customer Solutions.
The CSIA is Australia's peak customer service organisation. Founded in 1997, the CSIA is dedicated to the professional development of organisations and individuals in customer service.
“Delivering great customer service requires everyone in BT to understand what is really important to our customers when they invest their money with us.
“Our focus on the customer has been a three year journey - one which has seen BT transform the way we do things and the way we reward behaviour. “We instigated a major change program that reflects our commitment to making it easy to invest, getting it right first time and every time, and making our customers feel valued,” he said.
Part of BT’s customer focus transformation involved the introduction of new programs designed to improve service delivery by ‘bringing the customer to life’ for all staff in the business.
Yetton added that cultural programs such as ‘Service to the Max’ and ‘Whatever it Takes’ have encouraged our customer service delivery teams to do the right thing and take whatever action they feel is necessary to meet our customer’s expectations.
“Monthly customer satisfaction tracking across all areas in Customer Solutions ensures all teams understand how our customer’s rate our service and where they would like us to improve. Furthermore, our ‘Mr Easy’ continuous improvement program allows all of our people to raise ideas on how we can improve any aspect of our business.
“We recognise that all our customers have a choice for their financial needs and that their expectations continue to increase every year. That’s why we believe it is so important to listen to our investors, advisers and employers to ensure BT provides the value-added services and products they really want.
“Some of the enhancements soon to be introduced as a direct result of our customer’s feedback include improvements to insurance arrangements on wrap and corporate super, easier integration between wrap and financial planning software, and improved direct equities functionality on wrap.
“We will also be focusing on increasing straight through processing so that the speed and quality of transaction processing is even better in the future. And of course, we seek to deliver ever better value for money for investors by using our economies of scale to continue to lower the cost of investing,” he said.
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For more information please contact:
Allison Davis
BT Media Relations
02 8253 2735 / 0419 746 655
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