BT Call Center team is on duty 24/7

With the traffic restrictions and the social distancing measure, for most of our customers the most handy thing to do is to contact the bank's Customer Care & Call Center team either by phone or email. As a safety measure it is better this way for everyone.

On the other hand, this now also means other aspects, which we present out of respect and transparency towards our customers, in order to better understand the load in the Call Center area, one of our "fronts" during this period:

• There are 3 times more phone calls and emails to the Customer Care & Call Center than in normal times. In other words, that's several thousand/day.
• The waiting time to get in touch with one of our Call Centre colleagues has increased because our calls with customers are taking longer, mainly related to BT's support measures during this period and more details are needed.
• Update [31.03.2020]: There are currently more than 18,000 requests from customers for deferment of instalments.
• Update [15.04.2020]: There are about 30,000 requests from customers for deferment of payments. We have increased the number of colleagues in the call centre. 

Our customer benefits

Our Customer Care & Call Center team is working at full capacity, 24/7 and is either on desk-based or self-assigned positions.

• Self-banking solutions and alternatives for customers (individuals and companies) are presented on the BT Help page. 
• Customers can also apply for deferment of instalments on the bank's website(here) or via the BT Visual Help application (0263 30 80 00).
• On Intreb BT there is information about BT products and services, as well as about the steps to be taken in certain contexts in relation to the bank. The platform includes a QAs section about banking during this period: Information - Real time.

Thanks to our customers for their patience, we are on the barricades to help them get through everything together. It's about Human Banking and our priority during this time. We are glad when we find understanding, our Call Center colleagues are part of the front line of the bank.