Life, The Universe and The Agent Team

Life, The Universe and The Agent Team

by handy giff-staffer adele_s on ‎02-02-2012 15:31 - last edited on ‎18-03-2014 01:43 by handy giff-staffer zobia22

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Hi Everyone,

 

Let me introduce myself as some of you will have already been chatting to me or in contact with me before now! My name is Adele, and I have recently joined giffgaff as the Member Services Delivery Manager - although I have been helping out in giffgaff for quite some time. 

 

What do I do, I hear you say?  Well, my role is to manage and deliver customer services to you all, so my main task is managing and improving the Member Services team who deal with your cases raised via Ask an Agent.

 

As you are well aware, the Member Services team have had a lot of challenges over the last couple of months. As giffgaff has grown, so has the number of people needing help, and the number of and complexity of cases we work on. However they have worked really hard to bring the volume down and are now working well within service levels.

 

Over the next month we will be introducing the team to you again, as it has been a while since they have been on the forums so you will get a chance to say hi to them.   Along with a series of blogs to explain a bit more about what Agents do and what case they see, we will be asking for ideas and improvements (the same way we do for everything at giffgaff) on our overall customer services to help us provide you with customer service excellence.

 

Over the last month, we have worked hard to make improvements within the team. One of the first steps we took was to increase the number of members on the team. These new Agents have all completed their training and are now live working on your cases.  It will take a little while for them to settle down (everyone is new once!),  and they are doing really well currently and loving the giffgaff life J  Now that the team is bigger and giffgaff overall is bigger, we will be looking at areas like updating training and improving the overall quality of the team.

 

The first big launch and change for this year is the go-live of Blackberry services (very exciting!) which is now with you.  The team have completed their training and are ready to rock and roll!!  Another big change which will help the management of cases is a new Ask an Agent form which is currently being developed, and I will keep you updated with more information and when this will launch.  This new form will ask you more questions about your issue, and you will have to select some mandatory fields.  This is by no means to limit people asking questions in any way - these new fields in the form will help us identify the issue you are facing quicker.  As the new form is not launched as of yet and in order for us to identify Blackberry cases in the queues can you complete the following when raising an ask an agent case for Blackberry issues:

 

If you need to submit a case on Blackberry related issues:

 

Select the category – “Mobile services” and place in the subject line “Blackberry”.

 

Should you have an issue that could possibly be related to your Blackberry handset, make sure you check out the fab Blackberry simulators on the below link in the FAQ’s; they give a walk through on how to setup your handset and you can even check where to find your settings.

 

Blackberry Simulators: http://support.giffgaff.com/app/answers/detail/a_id/664

Blackberry FAQs in our Help Section: http://support.giffgaff.com/app/home/kw/blackberry

Ask The Community!: http://community.giffgaff.com/t5/Help-Ask-the-community-got-stuck/bd-p/QA1

 

As normal, the team will only be supporting sim/account based queries (things that require sim technical support on a network level, or that involve personal information to your account). If the simulator above hasn’t helped with your queries, we also have a great set of FAQS and of course the community on hand to help. Using these can often get you the answer you require very quickly if it’s a handset, settings or basic query that doesn’t require an answer from the Agent team.

 

In the future, the Member Services team will have monthly blogs so you can meet and catch up with all the team and help us with improving our service. It's great being on board and I look forward to getting to know and work with you all!

 

Adele

Comments
by syorksdeano on ‎02-02-2012 15:39

Sounds interesting.

by giffgaff; ergo sum bonusball on ‎02-02-2012 15:40

Hi Adele

 

Lots of good news above.

 

Bonusball

by samlowe on ‎02-02-2012 16:00

Hi Adele,

 

I think you're managing the team well - I don't have a bad word to say about the agents :smileyhappy:

I do have one question though, where are the agents based? In giffgaff HQ (Beconsfield) or offsite? And if the agents are based offsite, are you based at HQ or offsite also?

~ Sam 

by wowzaa on ‎02-02-2012 16:29

hi Adele :smileyhappy:

 

nice blog :smileyhappy:

by rong42 on ‎02-02-2012 16:38

hi Adele, I've been waiting for this for some time now (so have many other people I think). great to have this blog up, and I hope to see a lot more from you and the agents in the future.

 

also interesting news about the new ask an agent form. there a (very heated) idea about that recently I think

 

Can I ask you to comment on cases like these, where an agent has seeming not read/understood a question properly (or an automated reply has been used, which I thought giffgaff did not use except in emergencies, for example recently last December)

http://community.giffgaff.com/t5/Help-Ask-the-community-got-stuck/How-does-one-get-a-simcard-or-even...

I know this particular question can be answered by the community, but by giving what seems to be a 'cut-and-paste' reply, the agent doubled the workload for themselves, as the question was re-submitted! (and apparently still not properly answered!)

 

These kinds of posts about agents not reading/understanding questions properly seems to come up time and time again on the forum, and we (as a community) cant really say anything except go back to the case and update it. I would give more examples but I've got to log off im afraid (does anyone else have any links?)

 

Also, and I guess this probably isnt your area, but when are giffgaff going to fix the issue/bug where agent cases disappear at random? (I believe educators can get this fixed, but giffgaff hasnt put any statement on the forum about the issue as far as im aware).

 

Also do giffgaff have any idea if this issue/bug is driving up the agent workload (ie user submitting a case, receiving an email saying they have an answer from an agent, cases disappeared from users account, user then re-submitting the question again, as a new case....) I have asked this, and other questions regarding agents, before, but I didnt get an answer back

http://community.giffgaff.com/t5/Service-Updates-Notice-board/Agent-Delayed-Responses-12-01-12-Resol...

by khairul on ‎02-02-2012 16:38

Hi Adele,

 

Thanks for hatching up these are some much-needed and welcomed plans.

 

@bonusball - Northern Ireland and India.

by as7861 on ‎02-02-2012 17:02

@adele

 

Great news :smileywink: 

Will we see more of you in the community :smileytongue: 

 

As your the manager of "agent team" if i am not mistaken :smileyhappy: 

A request i had, agents have been accused of poor responses. What is going to be done to accompany this or fix this issue. 

As their is more agents i think this will stop but a confirmation on it would be great :smileyhappy: 

 

Thanks again for this lovely update from you 

 

Oh and how rude i Forgot to say "Hi" 

by bilalmukhtar1 on ‎02-02-2012 17:08

hey Adele thanks for this, now that blackberry is supported i can get my friends to finally get giffgaff without having the excuse of BBM ! :smileyvery-happy: :smileyvery-happy: 

by stealthybigboss on ‎02-02-2012 18:02
nice blog!
by pedromap on ‎02-02-2012 20:12

hello adele thank you those news are very reassuring

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