A lot of these reviews look shilled (it's the sort of thing BT management would do) - Customer Advisor BT Group Employee Review

This is going to be a long one. More or less everything else (endless bureaucracy, continuous calls with no time to do anything else, hopeless systems, self-serving management, absurdly inadequate training, constant fire-fighting for broken systems, self-defeating deference to management hierarchy from middle management, micro-management with little chance of change, ridiculous number of emails, advisors are treated like serfs). All this leads to a constant procession of people leaving after a few weeks or months costing tens of thousands to replace (each). This is no 2 day training programme. It takes a month just to get to the floor and then you find out the systems you use and the processes you need are almost completely unrelated to what you learned in training. You are given no time to read emails (many businesses in the US and Europe banned them 15-20 years ago because of the detrimental effect they have on productivity. BT (in this as in so many things) is still rooted in the '80's or '90's. ) and those that you need to read are hidden in a deluge of spam from junior and senior managers trying to occupy their time and look busy whilst advisors are inundated with calls. This leads to a vicious cycle of more advisors leaving and putting more pressure on those that are left. Morale is awful amongst advisors. People stay for the money and because there are so few alternatives (I'm in the North of England, I'll say no more than that) until they can finally take it no more. Of course, no-one in management ever talks about the empty desks and pretend that all is well in the best of all possible worlds. The systems are broken. Everyone knows this (including managers) but due to a sunk-cost fallacy on steroids, rather than bite the bullet and replace them with something that actually works and is scalable, they keep trying to modify systems that were unusable when implemented nearly 15 years ago and are still inadequate today despite untold millions spent on their updated iterations (which still crash routinely and, if anything, are even less reliable than the old unreliable systems they were built on). This is a nightmare for productivity, but ever-greater demands are made on advisors despite not having the tools to implement them. Complaints, alone, can take 30 minutes or more to process with the new systems being far less intuitive than the old (which is saying something). A rational complaints system would involve automatically filled templates, drop-down relevant options and few opportunities for error. BT, needless to say, goes for cut and paste templates, innumerable options and ample opportunities for error. Oh yes, and it takes forever and keeps customers on the phone far longer than necessary. Barely air-conditioned offices, 5-10 year old computers, the list goes on and on. Compulsory overtime (going over your shift on a call or Sundays) has to be claimed for in a (naturally) absurdly bureaucratic way which, purely incidentally, saves BT money. This especially applies to Sunday working. Different departments behave like jealous nation states, endlessly trying to pass off customers to other departments so they don't have to deal with the problems and having as little to do as possible with other centres. Splendid isolationism might have worked for 19th century empires, but not for latter-day ones. We even have to sit in the same queue as customers on the phone so we can't solve problems by getting through to the right people ASAP. This all creates a far worse customer experience as no-one takes responsibility for solving problems and customers fall through the cracks. Unrealistic pricing when compared to our competitors. "We may not be the cheapest, but we're the best" just doesn't cut it when people can go on-line and read comparative reviews and others' experience of problems with BT. The truth is, we're neither better nor worse than the competition, just more expensive. TLDR, BT wants us to run ever better times whilst covering the track in broken glass and rusty nails.