Member Article

EE Action Plan for Improving Customer Service in 2016

The secret to a business’s success lies in its customers. To survive in this cut-throat competitive market, it is essential for the companies to consider customer satisfaction as their top priority. EE understands this aspect and therefore, ensures that it attains a high level of customer satisfaction in its services.

EE has been taking endeavors to ensure a happy clientele. This year, it plans to set-up a dedicated team in the UK and Ireland with around 500 new customer service roles to handle pay monthly EE customer service calls. This will be followed up with a 550 more new roles in Plymouth, Darlington, South Wales and North Tyneside.

EE plans to ensure that there are no flaws reported in its customer service. Therefore, it plans to recruit 130 new roles in North Tyneside, 130 in Darlington, 140 in Plymouth and 150 in Merthyr Tydfil.These new recruits will be responsible for handling all the queries received for EE Home Broadband and pay-as-you-go services in the UK and Ireland on EE customer service number.

EE’s commitment to delivering better customer service is well-reflected in the latest survey report shared by Ofcom. The complaints data report shared reveals a massive decline in the customer complaints received for the last three consecutive quarters, which is currently less than the industry average of less than six complaints per 100,000 customers.

EE CEO Marc Allera shared his plan of completely onshoring the customer service roles and surpassing the standards set for the customer satisfaction. “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,” as quoted by him.

This new plan to onshore EE’s entire customer service division was declared in April 2016 when the company also planned to launch its new 4G coverage plan. The 4G coverage plan aims at reaching the customer at every corner by 2020, thereby improving the services in the rural UK. Its4G coverage will soon expand from 60% of the UK landmass to 95%, which is beyond the furthest reaches of any 2G or 3G signal currently.

EE is certain that these steps will definitely improve its customer service. If you too would like to have any of your queries answered, contact EE customer care.

This was posted in Bdaily's Members' News section by Ashley Elizabeth .