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EE brings 1,000 jobs to UK & Ireland

 1024 582 Jack Wynn
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100% of EE customer service calls will now be answered within the UK and Ireland as the company has created over 1,000 jobs in the last year.

The announcement follows parent company BT’s announcement of introducing 500 more positions to tackle increased customer demand.

Unlike its parent company, EE is among the least complained about mobile companies in the UK according to OFCOM, having received just five complaints in every 100,000 last quarter compared to BT’s 36.

The mobile giant has made a lot of progress since 2014, when the operator was receiving 12 complaints per 100,000, although its second quarter 2016 was the lowest record according to OFCOM, with just four.

EE was beaten to the top spot by O2, Three and Tesco Mobile, with Tesco receiving on average just a single complaint in every 100,000.

“2016 was a landmark year in the service that we provided to our customers,” said EE CEO Marc Allera, “We’re passionate about making our service the best in the industry, so you can expect more to come soon.”

On the horizon for EE is expanding its 4G coverage. By 2020 the company is hoping to have covered 95% of the UK’s landmass.

 

Top tips for workplace recovery

 960 627 Jack Wynn
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Business continuity is critical for building resilience within your company by allowing you to work through a disruption and giving you time to recover.

Most understand the need for business continuity, but it’s often seen as too expensive or time consuming to address, but this doesn’t need to be the case.

IT and recovery specialist DSM has compiled its top tips to avoid disaster:

 

1. Carry out regular risk assessments

Taking steps to eliminate or minimise potential threats is a vital step in the operation of your business.

2. Consider possible scenarios

Planning and analysing threats to determine the impact on your business is a simple and straightforward way to protect yourself.

3. Compile an action plan

Maintaining business as usual makes a huge difference during a crisis, and putting formal contracts in place will enable fast recovery of essential operations

4. Document key business processes

In case of emergencies involving staff either being absence or busy, having basic processes on paper helps maintain the situation. Making sure no critical activities are operated by a single individual will also help.

5. Review supplier resillience

Are your suppliers capable of meeting your Service Level Agreements? A quick review and multiple sources help reduce reliance on any one single supplier.

6. Protect company information

Ensuring it can be accessed and rapidly restored will help during a disaster, but not at the risk of security, which should be a top priority.

7. Regular tests

Proving you can function should you lose a vital service, or even your entire business environment, will help prepare you for a future need for adapting.

8. Get employees involved

Encouraging all employee involvement with preparation and testing helps for staff to buy in to the importance of keeping your business ticking over, as well as providing lifelines if a senior employee is absent.

Contact Centres Need to ‘Communicate With Customers’

 840 299 Jack Wynn
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A survey has revealed that an overwhelming majority of Brits have a negative perception of call centres.

90% surveyed by Aquarium Software admitted they expect to be sold something when answering a call from a centre even though that makes up just one quarter of calls made in the industry.

“These results are worrying,” according to managing director of Aquarium Software, Ed Shropshire, who believes a large factor in positively changing public opinion is adapting to modern technology.

“Only the right software can allow contact centres to interact with customers in a way they find acceptable,” added Mr Shropshire, explaining that “if a customer is asking you a question via Twitter, a reply via phone call is unlikely to be appreciated.”

Making use of these ‘omnichannel systems’ lets consumers contact on their terms, giving companies a stronger reputation.

“There are always going to be a small minority who do engage in unsolicited selling,” but says that the future of the industry will be led by those who are willing to offer more ways to communicate, which will help “show the public that contact centres are a valuable and worthwhile resource.”