EE Returns 100% of Pay Monthly Support Calls to the UK and Ireland

Telecoms operator EE has today announced that 100% of its Pay Monthly Mobile customer service calls are now being handled in the UK and Ireland, which marks a major milestone in its on-going “onshoring” effort to answer 100% of all service calls in the local market.

The move, which was only announced in April 2016 (here), is part of a wider effort to improve the operator’s sometimes flaky customer support quality and has already resulted in 500 new customers service roles being created in the UK and Ireland. EE also intends to recruit a further 550 new staff for its Plymouth (140), Darlington (130), South Wales (150) and North Tyneside (130) sites.

The remaining Pay-as-you-go and Home Broadband customer service calls are set to be handled in the UK and Ireland by the end 2016.

Marc Allera, EE CEO, said:

“Earlier this year, we set out ambitions to transform the experience and service we provide our customers, including returning all customer service roles to the UK and Ireland. We’ve had fantastic feedback from our customers about the changes we’ve made so far and the number of complaints has plummeted – but we’re not stopping there. There’s still more we want to achieve and we’re creating over 550 additional service jobs here in the UK to fully onshore all customer service roles, and provide the best possible experience for our customers.”

The effort appears to be having an impact because Ofcom’s latest complaints data is showing a clear improvement (here), although it’s too early to say for sure whether this is directly because of the onshoring work.