BT Group interviews
BT Group interviewsUnited Kingdom
What they assess
“If you’re great at building rapport and trust, showing empathy and resilience, and going out of your way for people, then you’ve probably already got what it takes to succeed here.”
BT Group CareersContact centres careers page
Rapport, empathy and resilience
Practise deciding what you may do for a customer, and what needs a specialist.
ExampleWhat the job asks
“It’ll be your job to calm the customer and fix the problem.”
BT Group CareersContact centres careers page
Calm the customer and fix the problem
Practise keeping a callback promise when the slot moves.
Example“We don’t just recognise that our advisors have their own style, we embrace it by encouraging you to handle calls in your own way, one that matches your personality.”
BT Group CareersContact centres careers page
What its leaders say
“This frees time for guides to help customers with more complex issues and deliver an even more personal experience.”
BT GroupBT Group newsroom
AI frees advisers for complex issues
Practise checking an AI reply before it reaches the customer.
ExampleLast reviewed