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EE

North-East accent key factor in creating more EE jobs

 960 640 Stuart O'Brien
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EE is creating more than 250 jobs at its Darlington base next year, with the boss of BT putting the decision down to the North-East accent.

Gavin Patterson, chief executive of BT describes accents as one of the most important factors, along with the “good personalities, attitude and digital skills” that he’d found in the North-East area.

“People love speaking to North-East people,” he said.

“It’s why the company re-shored services from abroad, because that’s what customers want – even if it costs a wee bit more”, he added.

The jobs in Darlington will take the headcount at the contact centre to almost 3,000, with another 500 jobs earmarked for Wearside and Tyneside.

Discussing the jobs, an EE spokesperson said: “We’re committed to providing the best customer service in our industry and part of this is about answering all of our customers’ calls in the UK and Ireland.

“We’re continuing to invest in Darlington and our other sites in the North-East, and we’re continuing to hire great local talent so we can ensure our customers have the best possible experience.”

Kevin-Bacon-EE

EE creates 60 new jobs in Merthyr Tydfil

 960 640 Stuart O'Brien
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Mobile phone giant EE is recruiting 60 new jobs at its call centre in Merthyr Tydfil.

The UK’s biggest mobile operator, owned by BT, already employs more than 800 staff at its Rhyd-y-Car Business Park site with the majority of the staff travelling in from the surrounding local area.

EE created 1,000 new jobs across its sites in 2016 alone. The move comes as the firm looks to base all customer service calls in the UK and Ireland.

As well as Merthyr, the customer service advisors will fill positions in North Tyneside, Darlington, Greenock, Plymouth and Oxford.

The decision to bring its customer service calls back to the UK has been heralded as a success by the company, which claims that complaints are now well below the industry average.

More than a hundred of the roles offered will be part of EE’s apprenticeship scheme, offering people the chance to learn new skills and gain nationally recognised qualifications while building a longterm career at the company. The programme, launched in 2012, has already recruited 1,300 apprentices through the system.

Economy Secretary Ken Skate said: “I am delighted that EE will be recruiting an additional 60 new advisers to its contact centre in Merthyr. This is excellent news for the local economy, particularly given EE’s commitment to training and developing its staff and supporting them to progress and build long term careers.”

Chief executive of EE, Marc Allera, said: “Keeping connected continues to play an increasing role in peoples’ lives, and we’re working hard to invest in our staff and our network to keep Britain connected and ensure we create the best experience possible for new and existing customers.

“We’re also proud to be continuing to support the UK jobs market and providing the platform for our staff and incoming apprentices to gain skills and build long and successful careers with us.”

EE is also looking to make significant investments in Wales’ 4G network, taking coverage from 40% of its landmass January 2017 to 90%coverage by December 2017.

www.ee.co.uk

Vodafone Call Centre

Vodafone pledges £2bn customer service investment over next two years

 960 640 Stuart O'Brien
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UK-based communications giant Vodafone has pledged to invest over £2bn in its customer service over the next two years, starting with the announcement of over 2,100 new UK call-centre jobs.

The new roles will be on shored from South Africa, where the company currently uses an agency, and spread across existing Vodafone call centres in Scotland, Wales, Manchester and the Midlands.

The company will continue to use some of its customer service operations overseas, including technical staff in Egypt.

Locations include Stoke-on-Trent, Newark and Cardiff, with nearly half of the new roles sent to the company’s Manchester call centre.

A fine of £4.6m was imposed by Ofcom in October 2016 due to issues with Vodafone’s billing systems in 2015, with Ofcom accusing Vodafone of ‘mis-selling, inaccurate billing and poor complaints handling procedures.”

Cheaper overseas customer service roles have been used traditionally by telecommunications and technology industries, with countries such as India and South Africa benefiting from the work. However, recent wage inflations and the continued frustrations by customers at being routed overseas to discuss issues has motivated more and more companies to on shore customer service departments.

EE claimed to be the first operator to in-source all call centre rolls back in 2014, bringing over 1,000 customer service operator jobs to sites including North Tyneside, Darlington, Plymouth and Merthyr Tydfil.

Parent company, BT, which bought EE for £12.5bn, has also started the process of bringing back jobs from India, with 1,500 call-centre staff being hired across the UK and Ireland.

 www.vodafone.com 

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.

 

New UK call centres behind decrease in EE complaints…

 800 450 Jack Wynn
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After announcing its decision to move all customer service operations ‘on-shore’ earlier this year, EE has declared that customer complaints have dropped by a substantial 50 per cent.

Along with other big firms, its strategy to move customer operations abroad to cut costs ultimately backfired on the provider, as many consumers reported poor levels of service and, as a result, switched to competitors.

CEO of EE, Marc Allera, said in a statement: “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.”

He continued: “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.”