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Shares in BT today fell to their lowest level since it floated 24 years ago after the telecoms group gave warning that profits would fall below expectations and the head of its global services division had resigned.
Although BT said that group revenue would be ahead of forecasts in the second quarter, it said that earnings would be "slightly below expectations".
BT's shares plunged 19.2 per cent to 114.8p, below the 130p price its shares were offered at when it floated on the London Stock Exchange in November 1984.
The company blamed the fall in profits on a "disappointing" performance from its global services arm, and announced that Francois Barrault, chief executive of the division for just 18 months, will resign to be replaced by Hanif Lalani, BT’s group finance director.
BT said that its other divisions will deliver results in line or ahead of expectations.
The company's global services division specialises in networked IT services.
A trading statement this morning said that, while revenue growth in the global services department would rise 15 per cent year on year, earnings before interest, tax, depreciation and amortisation would be significantly below expectations at £120 million.
Ian Livingston, chief executive of BT, said that the global services department had won major contracts and delivered much improved customer service, but said that Mr Lalani would "deliver improved profitability, margins and return on capital for the group and outstanding service for customers."
Mr Livingston replaced Ben Verwaayen as chief executive less than six months ago.
Mr Lalani has held several senior posts at BT, including chief executive of BT Northern Ireland, chief financial officer of BT Wholesale and group finance director.
BT said it would pay an interim dividend of 5.4 pence in line with last year, but analysts said it was likely that the full-year dividend would be cut.
Today's grim news on the global services division is the second such warning this year, after the first-quarter results showed that margins had fallen to 9.5 per cent, despite a pledge from the company that it could achieve a medium-term target of 15 per cent.
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I have been impressed with BT's customer service on a number of occasions. That is not an issue with today's news.
As for the share price it would seem that two large funds are in opposition here. Let us hope sanity prevails and the buyers win.
Harry H, London, UK
Final dvi will be going south,next they will be asking for a rights issue!
philip dunn, york, north yorkshire
What's been disclosed today should not be a massive shock for everyone, there is a global credit crunch, the banks are skint etc etc. The majority of the Global Services business come from 3rd party expensive consultants that are charged out at very expensive rates, hence there is slow down in GS
Harry, Gillingham , UK
I agree with the terrible customer service that other readers have talked about-they do not seem to have any idea how to treat customers and there replies (if yo get one) are beyond belief. If they treat their customers - including me - with contempt they will go as I will then the profits will go.
Paul Farmer, LONDON, uk
I don't like the fact that BT has it's call centre in India
It should be in the UK
Their Customer Service also needs a radical overhaul.
Stephen Holmes, Withington Manchester, M20 1DZ
I have to say that I remain with BT because I have found their provision for customers excellent. My recent Broadband problems were sorted courteously and efficiently. They even replaced my modem with a free one. I will stay with BT.
David Martin, Belfast, United Kingdom
I cannot say I am surprised. Due to the abysmal customer service, I and quite a few of my friends have all left BT for good. Customer service in the UK is generally appalling but BT take the biscuit
Mark Porterfield, Crewkerne,
BT has the worst customer service I have ever experienced. I think this will be something they will regret. Serve your customers as well as your shareholders BT!
Phil, Bristol, UK
BT are the only people that offer decent customer service. Of course there will be exceptions but try one of the other company call centres when something goes wrong and you'll be running back to BT.
Rahul, London,
We will never ever join BT again
All our friends have left BT
Dr Addy , Gillingham , KENT
And we watch the share price plummet again as share dealers look for any excuse to panic sell.
Adrian, Liverpool,