BT Consumer Yearbook 2014 – 2015#BTConsumer

This yearbook is our chance to stop and look back at all the amazing things we did together last year. To see how far we’ve come. And to remind ourselves of the road ahead.

There’s been an impressive collection of highlights, from offering more and more sport to launching BT Mobile, running inspiring telethons to adding Netflix to BT TV.

At the start of the year, we said we wanted to grow our revenue – and our profits – and that’s just what we did. Q4 2014/15 was our sixth quarter of growth and our sixth quarter of being the fastest growing broadband company in the UK – even though competition in the market is getting more and more fierce. Thank you for the part you’ve played in this success. We’re proud of the fact that our engagement scores have gone up year on year: we really want everyone to love working here, because that’s when we do great work.

This year we have the clearest roadmap I’ve ever seen in the company. It’s bold, it’s inspiring and it’s ambitious. From changing our customer service to launching UEFA Champions League, everything we do needs to be outstanding. By getting the best products to market, being clear about what we’re offering and giving great customer service, we’ll make sure customers choose us over our rivals. We can really make an impact for our customers, shareholders and ourselves.

By the end of the year, if we do what we’re planning to do, we’ll have fundamentally transformed the business.

We’ve achieved so much already, but there’s much more to come. Enjoy reading about last year and get ready for another exciting ride.

John Petter CEO, BT Consumer June 2015

In pole position

We’re moving fast. So fast, things can go by in a blur.

We’re changing – and growing. In the last year alone we launched BT Mobile, added Netflix to BT TV and got to over 5 million wi-fi hotspots. Our superfast broadband covers more than three-quarters

of the UK and we’re working to extend it even further. And with the rights to UEFA Champions League for BT Sport, and our drive to increase sales through better customer service, we’re all set to accelerate.

We’re thinking big

Sarah Winward General Manager,

Mobile Launch Propositions

“I love working for Consumer because of its ambition.

“I’ve been involved with BT Mobile from the proposal right through to the first order being taken at its launch in March. All the way through we put customer insight at the heart of everything we did.

“On launch day it was amazing to see how excited the agents were about selling the new packages. And the press saw our deals as simple and exactly what customers want.

“We got 50,000 new customers in the first seven weeks: an early sign of success. I’m looking forward to seeing where we are this time next year.”

“I’m constantly challenged because the people I

work with are smart and dynamic. And the power

of the BT machine behind you is something that’s

quite extraordinary.”

“The TV Everywhere app is a great selling feature too. People commute a lot, work away, work around the country – it’s fantastic to be able to watch TV when you’ve only got your phone or tablet.

“And things will be even better this year when BT Sport has the UEFA Champions League. Last year 360 million people watched the final globally. And that’s ours now.“We’ve really taken on board what modern families want. These new offers show we’re serious about this market.”

We’re boosting our potentialNathan Eaton

Retention Advisor, Customer Care

“Adding Netflix has been a massive

boost for BT TV. It’s a great selling tool as it’s such a

well-known brand.”

We’re setting the bar high for customer service in the UK. We want to be recognised for offering flawless service, with simple processes and fast responses.

That’s why everything we do starts with our Customer First programme. In every new project we develop we’re looking for ways to make things better for customers, so they’re better for us. That’ll keep us ahead of the pack.

We’re learning more

Abby Thomas General Manager, Customer Journey

Transformation

“We’re doing a huge amount of work behind the scenes to get some detailed customer insight. We want to find out what customers actually value, what a really world-class online experience is, and how we can make things really simple.

“Part of that will be making things as smooth as possible for everyone speaking to customers every day. We’ll be re-engineering systems and the digital desktop for agents so it’s easier for them to do their jobs.

“But it’s actually best if customers can help themselves through the website – or through the app we’re developing. The changes we’re introducing will mean customers can do 95 per cent of their transactions online.

“These projects are big investments that will catapult us to the top of the pile when it comes to customer service, because we’ve spent so much time thinking about what customers really want.”

Transforming our website with consumer.com is going to make a big difference to our business.”

“

“One week I could be in Liverpool and the next week in Chennai. I might be talking about the same issue but the best way to handle it could be fundamentally different because people are different, with different backgrounds, different mindsets.”

“Customer complaints are down by more than 25 per cent compared to last year. And we’re now sorting out 62 per cent of customers’ questions after just one call.

“Cutting unnecessary processes has helped drive down the number of calls we get. But we also spend lots of time coaching everyone answering the phones. It’s not just about getting people in a classroom, it’s about support and guidance.

It’s all about understanding what’s best for our customers. So we have to put ourselves in our customers’ shoes and make life easier for them.”

We’re making things simplerPaul Coulton

General Manager, Repair

“

“We wanted to bring the Plusnet website up to date with multimedia content and interactive features. So we set up a YouTube channel with step-by-step self-help videos. Since we launched them in September they’ve had over 90,000 views.

“And we created a live website chat which has had one of the best customer reactions we’ve seen. We’ve handled over 200,000 chats. Now we’re trialling business chats so our corporate customers can talk to us live online too.

“85 per cent of customers rate us four or five out of five for customer service. It’s all about making sure the service we give online matches our reputation for customer service on the phone. Our people drive that, so what we offer online has a lot to live up to.”

We’re creating new online features

Liam Dyson Business Improvement Consultant, Plusnet

Danny Hancock Business Team Leader, Plusnet

We want everyone who works with us to love their job. So we want to make BT Consumer a place where people can develop skills, foster their careers and learn from leaders who build and coach brilliant teams.

It’s about giving plenty of opportunities for training and development – and for trying new things. We’re also creating chances to make a difference in local communities or through international charities by volunteering. It’s a win-win.

“We’re now focusing on making it easier for everyone to take control of their development. Using our online tools, The Academy and Learning Home, you can find the training you need to improve your skills and help you achieve your career ambitions.”

“We’re in the early stages of a shift in leadership style. We’re looking to challenge people and support them at the same time. And we’re putting more emphasis on coaching and empowering people. Someone running a contact centre, for example, needs to be able to make decisions that work for that specific centre and their team.

“540 people attended leadership or line management courses last year – that’s 58 per cent of all line managers. We’re moving towards getting more leaders to run training sessions so they can share their experience and lead by example.

We’re investing in people Damon Fossey

Head of Leadership, Learning and Talent

“What’s fantastic is that people in BT

Consumer are always hungry to learn.”

We’re stretching ourselvesAnnique Appadoo

Production Support Specialist, BT Sport

“The great thing about working for BT is that there are lots of opportunities for volunteering. I’ve helped out with two telethons in the year since I joined. And I’ve been back to my old school to support students getting ready for work experience.

“It was good for my career development too. I got to practise interviewing skills. Up until then I’d always been on the other side!

“And although they’re exhausting, I’d recommend volunteering at a telethon. You might be on the phone for about ten hours, but there’s a real family feel, with everyone helping each other out. It’s a chance to network too. You can put faces to names, and find out what other people in the company do.”

It helps you remember we’re all in it together.”

“

“I found it so rewarding. We did mock job interviews. It’s great to be able to give something back.”

See how our year developed

from start to finish…

A PrIL M Ay

We start the year with a good report

Regulator Ofcom’s regular report on the main UK Internet Service Providers makes encouraging reading.

The Supporters Club sponsored teams win Street Child World Cup Finals in rio de Janeiro

In the boys’ tournament Tanzania beat Burundi, and girls from Brazil win their match against the Philippines. The teams are put together by charities helping young people influence others at risk of involvement in drugs and violence.

BT Sport continues to grow

BT Sport is free for a second season after signing up five million homes since our launch last August. More than 19,000 commercial properties sign up, including 24 per cent of all pubs. And we sign a deal with Scottish Rugby which will see us sponsor the League Cup, Scotland 7s and four new academies for young players.

Tennis legend Martina Navratilova visits contact centres in the North East

BT Sport’s tennis expert drops in and is impressed by how well everyone works together. She even finds time to handle a few customer calls.

M Ay JuNE JuNE

Launch of Smart Home Cam 100

Our wi-fi camera means people can keep an eye on their office or home by streaming videos remotely to a smart phone or tablet. So now when they’re on holiday or at work they can make sure everything’s okay.

We win Gold and Silver at the uK National Contact Centre Awards

Gemma Holden wins the gold award for Business Improvements Manager of the Year. Zara Cooke wins silver for Customer Relations Manager of the Year. And five more of our people are nominated for awards.

Soccer Aid raises over £6.5m for uNICEF’s work with children

Actor Michael Sheen’s Rest of the World team wins back the Soccer Aid trophy with a dramatic 4-2 win over England at Old Trafford. Our technology’s used for the telethon and more than 300 of our volunteers handle the donation calls.

The Supporters Club First Birthday

BT Sport’s initiative to build a better world by bringing people together through sport marks its one-year anniversary – by announcing three new grants, a series of celebrations and a special TV documentary.

BT Sport wins at the uK Marketing Society Awards for Excellence

We scoop the top awards in the brand extension and brand revitalisation categories, and are shortlisted in the employee engagement category.

Gav Barang at the Chairmans Award Final

Gav Barang wins the Connected Society UK Innovation Award for leading a team in a project to handle Power of Attorney requests, an issue that affects some of our most vulnerable customers.

Launch of Extra box

Customers can have two YouView+ boxes in their home. So they can now watch a host of channels in HD, using our high-speed fibre, from any room in the house. Just like the first box, they have seven-day catch-up TV, and can pause, record and rewind.

AuGuS T SEP T EMBErJuLy

BT Sport signs some new faces

Paul Scholes is our new analyst for Barclays Premier League, José Mourinho signs a three-year deal to work on all things football and Brian O’Driscoll comes on board as our new rugby presenter.

Customers embrace BT Broadband after seeing Gareth Bale adverts

World-class footballer Gareth Bale appears in new print and TV adverts. He reminds customers: ‘Football’s all about making the right decisions’.

We sponsor the Tech4Good Awards 2014

These awards are given for digital projects that improve things for people who might otherwise miss out. BuffaloGrid win the BT Ingenious Award for creating a solar-powered phone charger for people in remote areas of the world. And the live audience vote SpecialEffect the ‘Winner of Winners’ for adapting computer gaming equipment so disabled people can play.

Another top marketing award for BT Sport

In the Marketing Week Engage awards, the BT Sport campaign tops the telecoms, IT and utilities category, beating Vodafone, Three, Intel and Samsung. The judges say our people handled the campaign really well – with a consistent message.

Happy Birthday to BT Sport

BT Sport celebrates its first birthday after a momentous year in which it took the broadcasting world by storm. A special film includes appearances by our presenters, highlighting the success of programmes featuring the stories behind sport and the work of the Supporters Club.

Q&A with BT Sport celebs

Rio Ferdinand, Michael Owen and Robbie Savage are just a few of the celebs taking your questions at BT Centre to kick off the new Barclays Premier League season.

And they even have time to help us take BT’s biggest selfie.

Faces of Customer First – the winning line-up

Angus Whitelaw, Kyle Ram, Madhu Mistry and Margaret Traynor post their videos and win your votes. Each of them represents one of our new customer types, with their attitude to technology ranging from Kyle’s, “I couldn’t live without it” to Angus’, “I need it more than I want it”.

BT8500 nuisance call blocker phone is number one in the market

After the launch of our BT8500 last September, we sold over 210,000 phones and were number one on the market. Our Call Guardian screens unknown numbers so customers’ free time isn’t interrupted.

NoVEMBEr DECEMBEroC ToBEr NoVEMBEr

Jake Humphrey goes on tour

In the run-up to BT Sport Season 2, Jake visits our contact centres in Warrington, Doncaster, Newcastle, South Shields and Middlesborough. He hosts business update meetings, poses for selfies and gives the teams a chance to ask questions. John Petter and Libby Barr are there too and football star Sue Smith, of the Doncaster Rover Belles, joins them for the Doncaster leg of the trip.

We help Cancer research uK raise over £8m… in one night

Stars from TV, music and film support Stand up to Cancer, a new event organised by Cancer Research UK and Channel 4. We take 32,000 calls on the night and handle the online payment service.

Launch of Netflix, Zapper box & TV Everywhere

BT TV grows in leaps and bounds with the launch of Netflix, Zapper Box and our TV Everywhere app, tempting one in four new Broadband customers to join us.

our Black Friday deals whip up the crowds

We offer discounts of around 50-60 per cent off some of our broadband and weekend packages for a whole year. And pull in over 62,000 new customers.

Launch of the BT Video Baby Monitor 7500 Lightshow

Parents and babysitters can see when baby is sleeping and even pan, tilt and zoom the camera remotely. With 19 built-in lullabies and a starry projected lightshow, this product keeps our reputation as the best selling digital audio baby monitor brand since 2010.

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Client: BT Op: Steve Date: 26/11/14

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0800 XXX XXXX bt.com/sale£30 activation for Infinity. Up to speed dependent on time of day, line and location. Infinity: 68% coverage. Check bt.com/infinity for availability. There’s a £6.95 delivery charge for the Hub.Offer ends 1.12.14. New BT Broadband customers only that sign up for 12 months and pay BT line rental. Includes Unlimited UK Weekend calls and a BT Home Hub (unless BT has already provided you with one). Calls of up to an hour to 01, 02, 03 , 0845 and 0870 numbers, excluding the Channel Islands, indirect access numbers and dial-up internet access. Other exclusions apply. You’ll need to pay by Direct Debit. Subject to availability. Terms apply. Unlimited BT Infinity 1: You’ll pay £23 a month from month 13. Non-offer price £10 a month for 3 months, then £23 a month for 15 months on an 18 month minimum term. Minimum line speed and computer specification. Unlimited BT Broadband: You’ll pay £18 a month from month 13. Non-offer price: £8 a month for 6 months, then £16 a month for 12 months. Sainsbury’s Gift Card: £50 Sainsbury’s Gift Card Offer (BT Broadband)/£100 Sainsbury’s Gift Card Offer (BT Infinity) ends 3rd December and are available online to new to BT Broadband customers ordering a Broadband package (£50 gift card) or an Infinity package (£100 gift card) on bt.com. You must claim your Sainsbury’s Gift Card once your broadband has been installed by entering your details on www.bt.com/claimvoucher. Following a successful claim, your voucher will be sent to the broadband installation address. Sainsbury’s and BT’s terms and conditions apply. Visit www.bt.com/claimvoucher for full offer terms and conditions. Prices may change during the contract period.

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BT TV launches Sky Sports on youView

We enhance our sports channel line-up on YouView boxes, adding Sky Sports 1 and Sky Sports 2, where customers can already watch BT Sport, ESPN and the Eurosport channels. And we give viewers the option to add more Barclays Premier League football matches.

our biggest ever broadband sale

Just in time for Christmas, we launch new broadband package deals with bigger savings than ever before. We sell 66,000 BB and over 35,000 Infinity sales in the first two and a half weeks.

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£30 for BT Infinity / £49 activation for BT TV Starter pack & BT Infinity. £6.95 delivery for Hub. Up to speed dependent on time of day, line and location. BT Infinity: 68% coverage across the UK. Check bt.com/join for availability. Netflix is available from £5.99 a month and is separately cancellable at any time.Offer ends 25.02.2015. New BT Broadband customers only. Requires 12 month term and payment by Direct Debit. BT line rental: £16.99 a month. Hub included unless BT has already given you one. If you leave in the first year, we’ll charge you up to £65 towards the cost of your new Hub. Further terms apply. Unlimited UK Calls of up to an hour to 01, 02, 03 , 0845 and 0870 numbers, excluding the Channel Islands, indirect access numbers and dial-up internet access. Other exclusions apply. Broadband & Unlimited UK Weekend Calls: £13 monthly from month 13. 10GB usage limit. BT Infinity 1 & Unlimited UK Weekend Calls: £18 monthly from month 13. 20GB usage limit. BT Infinity 1 & Unlimited UK Weekend Calls plus TV Starter pack with Netflix: £28.99 a month from month 13. 12 month term. Netflix terms and conditions apply, visit Netflix.com/termsofuse. BT TV Starter pack. £35 charge for an engineer install or Broadband extenders, if necessary. If you stop your service in the first year we’ll charge you up to £99. £0 a month for 12 months on a 12 month contract then £5 a month. Availability of channels and quality of content depends on local transmitter and suitable rooftop aerial (www.freeview.co.uk/availability). HDMI connection required. Terms apply. 99.99% Reliable Core Network: measured July – Oct 2014. BT’s core network delivers 99.99% average uptime to your local exchange. BT’s network is part of your overall connection and & other factors affect your overall reliability. Fastest Wi-Fi Technology in the UK: BT Infinity Hub (Hub 5) provides the fastest wireless speeds when used with “ac” compatible devices. Your fixed-line broadband speed will not change. Up to 5 x faster: Speeds based on UK average standard (ADSL) speed from Ofcom broadband performance report Oct 2014 vs BT Infinity 1 max speed (38Mbps).

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We help BBC Children in Need raise £32.6mA host of celebrities perform: from One Direction to the EastEnders cast. And S Club 7 get back together. Four hundred of us handle donations online and over the phone to raise even more than the year before.

JA NuA ry FEBruA ryDECEMBEr JA NuA ry

BT Sport wins Best Brand Campaign at World Communications Awards

These awards recognise companies and individuals responsible for the innovations, achievements and new services that are helping to build tomorrow’s industry. The judges recognise our cross-channel marketing campaign, using both blanket coverage in national newspapers and targeted advertising.

The Academy goes live

It’s your go-to place online for tools and connections with colleagues to help you get the career you want with BT. Everyone is a member of a ‘profession’ and there’ll be specific information, news and events relating to each of them.

Consumer success in the Customer First Challenge Cup

One Consumer team and two Consumer people in other teams make it to the grand finals in Monaco. (Eight Consumer teams were in the semis.) Projects range from a social media feed giving us instant customer feedback to cutting out unnecessary steps in consumer journeys.

#mycustomertoday

Winning the footie

BT Sport wins the rights to show live Premier League football matches for the next three years on top of our live rights to the FA Cup and prime European leagues. So we’re now the only channel who can boast showing four key football tournaments at the moment they’re happening.

Finding out how we all make a difference for customers

We launch #mycustomertoday to share stories about how we’re putting customers first. It doesn’t matter if we’re dealing with them face-to-face or not, what we do affects them: from somebody running their business to a football fan watching a crunch match.

Plusnet scores a hat-trick with three uSwitch awards

Plusnet takes away awards for Best Customer Service, Best Value Home Broadband and Best Broadband and Homephone. They overcome stiff competition from providers like TalkTalk and Sky.

M A rCHFEBruA ry M A rCH

We have the most volunteers

We can all give ourselves a well-earned pat on the back at Consumer for having the highest number of charity volunteers in BT. Whether it’s running telethons or packing rugby kits, 65 per cent of you give up your free time.

Plusnet’s on the money as Broadband Supers winners

MoneySuperMarket says we ‘stole the show’ at its annual awards event. Plusnet wins Best Value Broadband, Best for Quality and Reliability, and Best for Customer Service. And BT Sport bags the award for Best Value Sports Provider.

BT Mobile launch

BT Mobile gets off to a flying start, with 50,000 new customers signing up in the first seven weeks. Reactions to the launch are enthusiastic on all sides – from our agents taking the calls, from customers getting in touch and from the press.

MyDonate passes £50 million

We reach a milestone. Charities have raised £51.6 million through our fund-raising platform.

Plusnet wins Which? recommended Provider award

To finish the year, Plusnet adds this to their hoard of awards for broadband, winning for their ‘attractive combination of affordable prices and great customer service’.

The biggest red Nose Day ever

Comic Relief raises a record-breaking £78m to help people in the UK and Africa. Our technology makes it possible – and our people do their bit, answering almost 10,000 calls on the night.

Not one but two uK Employee Experience Awards

These awards are for projects that help people do their jobs – and mean better service for customers. Our Customer Resolution Advisor Board win gold for Best Employee Experience in the contact centre category and silver for Insight and Feedback.

Home Hub 5 wins Grand Prix Design Effectiveness Award

Our Home Hub is recognised for the millions of pounds it’s saved us in installation fees, not to mention the 147 tonnes of CO2 carbon emissions we’ve cut and the 53,000 new subscribers we’ve gained.

Don’t just take our word for it

“BT’s latest results confirm that the resurgence enjoyed by the

company in recent years remains in full swing.”

“BT moves up the league.”

“BT is turning into a formidable beast

these days.”

“BT…has been getting stronger and more confident and

arguably has timed a return to mobile to perfection…”

Thank youWhat a fantastic year. Now we’re out in front for the next stage. Let’s take

advantage of that and make next year even more amazing.

John Petter CEO, BT Consumer

Libby Barr Managing Director,

Customer Care

Pete oliver Managing Director, Commercial

Marketing & Digital

Matt Davies Chief Financial Officer

Delia Bushell Managing Director, BT TV & BT Sport

russell Strevens Chief Information Officer

Sarah Jane Henly HR Director

Andy Baker CEO, Plusnet

russell Johnstone General Counsel,

LGC & Regulatory

Andy Haworth Strategy Director

Zaid Al-Qassab Chief Brand Officer

Our Leadership

Team