EE completes 100% onshoring of customer service for pay monthly customers
- 100% of pay monthly EE customer service calls now handled in the UK and Ireland, hitting a major milestone in EE’s commitment to being the number one mobile operator for customer service
- 500 new customers service roles already created in the UK and Ireland this year, with further 550 new roles to be recruited in Plymouth, Darlington, South Wales and North Tyneside
- EE’s strategy and investments to improve service have seen complaints drop by 50% year on year, with complaints to Ofcom falling further below the industry average
- Pay-as-you-go and Home Broadband customer service calls to be handled in the UK and Ireland by the end of the year
EE, the UK’s biggest mobile operator and part of BT Group, has completed the first stage of its pledge to onshore 100% of customer service calls, with all EE pay monthly customer calls now answered in the UK and Ireland. As part of EE’s drive to become number one for customer service, it has already created 500 jobs in the UK this year, and is creating a further 550 customer service roles before the end of 2016.
The next phase of onshoring includes recruitment drives for 130 new roles in North Tyneside, 130 in Darlington, 140 in Plymouth and 150 in Merthyr Tydfil to provide the staff to handle all EE Home Broadband and pay-as-you-go customer services calls in the UK and Ireland.
EE’s commitment to improving customer experience has already been reflected in Ofcom’s latest complaints data report. The report shows EE mobile complaints have continued to decline for three consecutive quarters. Mobile complaints to Ofcom have dropped 50% year on year and now fall well below the industry average with fewer than six complaints per 100,000 customers.
EE CEO Marc Allera 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 plan to onshore 100% of EE customer service was announced in April 2016, along with EE’s new 4G coverage plan focussed on eradicating ‘not-spots’, with the ambition to cover customers wherever they go by 2020. This will boost coverage for rural UK, with an ambition to grow 4G coverage from 60% of UK landmass to 95% - further than any mobile operator has ever gone, and significantly beyond the furthest reaches of any 2G or 3G signal today.
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EE, part of BT Group, is the largest and most advanced mobile communications company in the UK, delivering mobile and fixed communications services to consumers.
EE runs the UK's biggest and fastest mobile network, having pioneered the UK's first superfast 4G mobile service in October 2012. EE was the first European operator to achieve 14 million 4G customers in December 2015. EE has around 550 shops across the UK. EE's 4G coverage today reaches more than 96% of the UK population, equal to more than 60% of the UK geography. EE plans to extend 4G to 95% geographic coverage by 2020.
EE has received extensive independent recognition, including being ranked the UK's best overall network by RootMetrics®; Best Network at the 2014 and 2015 Mobile News Awards; Best Consumer Network at the 2015 & 2016 Mobile Industry Awards; as well as Fastest Network at the 2014 and 2016 uSwitch Mobile Awards.
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