Three UK is First Mobile Operator to Shut Most Call Centres UPDATE

Mobile operator Three UK has become the first of the major Mobile Network Operators (MNO) to shut most of their call centres due to the spread of COVID-19 (Coronavirus), which occurred shortly after they closed all of their retail stores. Instead customers are being redirected to online chat that is often unable to resolve key issues.

At present most of the major fixed line broadband ISPs and mobile operators are still keeping their call centres open, albeit often at reduced capacity due to the impact of COVID-19 on their workforce and the need for social distancing in the office. Part of this is because telecoms staff are considered key workers, although in fairness the Government’s advice about who should and should not work has been as clear as mud.

However, operators that rely on outsourcing for much of their customer support have been left more exposed to the impact of lockdowns in other countries, where different rules may apply. In some cases providers have eased such challenges by adopting remote working systems (i.e. answering support calls from home), although it doesn’t appear as if Three UK have been able to fully implement that.. yet.

We understand that the operator is currently putting a lot of effort toward getting their call centre staff to work remotely from home, in a secure fashion, and some are already doing this. We’re expecting another update on their progress with this in the very near future.

Three UK Statement

Following guidance from the government, our stores are now closed and contact centre staff won’t be able to get to the office as usual. Please use the Three app or our website 24/7. We are working hard to be able to provide support for customers. Thank you for your patience during these difficult times.

The situation has resulted in plenty of problems, not least since live chat services often aren’t as effective as telephone support. At this point we’ve probably all experienced, at one time or another, the “you need to phone our contact centre” reply when using such services for certain issues, but surprisingly this is still happening for some Three customers, even though most of their call centres are closed.

Hopefully Three can get on top of this by establishing a more effective way of tackling more complicated account or billing issues etc. Clearly some operators will need to review their “disaster strategies” after COVID-19 is over and come up with a more effective response.

The current situation is certainly unprecedented in modern times but, much like major solar flares from the sun, significant events do tend to happen at least once in a generation or so.

UPDATE 12:51pm

According to Three UK they haven’t shut all of their call centres, although they have shut almost all of them except one in Glasgow and are endeavouring to improve remote working.

A Three spokesperson said:

“Following guidance from the government, our contact centres across India, Ireland and Scotland have been impacted and our people won’t be able to get to the office as usual. This impacts our ability to manage calls and live chat from customers however we are doing everything we can to set up our staff to work from home and continue to serve our customers. Customers can use the Three app 24/7, use Three Store Now which is a new service at www.three.co.uk/three-store-now on which customers can ask general questions between 9AM and 6PM.

To help us to protect our most vulnerable customers, such as those currently without service, we would ask our customers where possible, to hold off on calling us or using Live Chat, and to use our digital tools as much as possible.

Please be assured that we are working hard to be able to provide support for customers and thank you for your patience during these difficult times.”