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

Thursday, July 21st, 2016 (10:38 am) - Score 578

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.

Leave a Comment
1 Response
  1. Avatar Jazzy says:

    It may be cheaper to outsource this labour to India and Pakistan but to be honest it costs them more money in the long terms. Now I am not racist in any way shape or form but if I ring a company (like EE who I am a customer of) and I am put through to Bangalore some of the time or Longbenton call centre on other occasions I will simply hang up and ring back, even if I have to do it a few times during the course of a day. The overseas call centres have no grasp of our culture, none whatsoever and it’s rare I get anything resolved with someone in Bangalore.

    British Jobs and British Call Centres please when you are taking British Money

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