Ex BT employee
As an ex Bt employee in the broadband call centre, its all bull shit, there is no fitness areas in call centres, possibly in the Hq's. Most of the staff employed are contract workers on the lowest wage, with the call centre in the middle of a business park, we have to use the staff canteen (Outside source from motorways) which is not subsidised, and the cheapest is the fat crap, quality is available but costs more, we did have a van outside selling but BT managament had it moved after as complaint from the canteen management, (too many staff used it it was half the price).
When the NHS came looking for blood donors it was in our lunch time only.
Cannot comment on the quality of the calls as there are some shite staff, and shite managers who insisted that the staff follow the call-flow (it was wrong but managers were not interested as it would upset the STATS linked to bonuses).
Senior managers were normally recruited via sales, therefore do not have clue about diagnosis etc, only the stats have to be correct or else your out of a job.