Member Service improvements

Member Service improvements

by robbie28 on ‎25-03-2011 10:04 - last edited on ‎20-11-2012 21:40 by ayla_15


giffgaff is growing... very fast, which is fantastic news. I wish I could share with you exactly how well we're doing but as we've said before it's too commerically sensitive to reveal our exact numbers. Suffice to say we are well ahead of where we thought we'd be at this stage.

However success does bring with it its own set of problems. One of those is that in last 3 months we have seen a very large increase in the volume of account related queries, and port in requests - due to all those new members coming on board.

Port in requests in particular are very manual and time-consuming to process. This has put a lot of pressure on our valiant Member Service agents - who deal with both queries and ports.

In addition, new Ofcom regulations are about to come in (from April 11th) which require all mobile companies to process port in and port out requests twice as fast as they do currently. Again, this is great news for giffgaff (anything that makes it easier and faster for customers to leave mobile compnaies that are failing them is all right with us). But it does mean we have to make sure we can deliver against these timelines.

So to maintain service levels, and fulfil our obligations to Ofcom we are making some improvements to our Member Support operation.

1) Port in process improvements. From April 11th new Ofcom regulations  mean that port in requests must be completed within 1 working day (currently it is 2 working days).

In order to make sure we can do this we are bringing on a small team of new agents who will focus exclusively on ports.The new thing for us is that these agents will be based in India. Both the India and the Derry based agents are provided by the same supplier. So we have complete consistency in approach and management between the two sites. I have personally visited the team in India and can absolutely vouch for their commitment to customer service and professionalism, I look forward to having them join our extended team.

The main reason for locating these porting agents in India is cost. As a low cost business giffgaff needs to keep its operating costs low, and India is a cheaper location than Derry. However we also get a potential benefit from the time difference. India is 5 and a half hours ahead of the UK, so as a unified team it means we have the option of having a working day that starts at 4am UK time. This means we have greater flexibility to turn ports around in the required timeframe.

Having the Indian team focus exclusively on ports also means that the Derry team can focus on account queries - which are typically more complex individual cases which require a deeper understanding of giffgaff operations. To head off a question that I'm sure some will ask... this does not mean that we are looking to move the entire support operation to India in the future. We may expand their remit beyond ports by the end of this year, but we will always keep the Derry team as we recognise that service is not all about cost. There is a benefit for members in having agents who are closer to the core business, and that will not be compromised.

We are currently setting up and training the Indian team on the port process. The first day of porting being handled by the Indian team will be April 4th. Once they are all up and running I will introduce our extended team in the same kind of way we did last year.


2) More agents in Derry. Since we introduced the agent team to the communuity at the end of last year we have increased the Derry team by 30%. Given the recent continued increase in our customer numbers we are going to increase the team again by another 20%. Our new recruits will start in the first weeks of April, and I'll introduce them when they are on board.

3) Longer 'opening times' for agents. We have looked at the trends of when account queries are submitted and are changing our shift patterns for Derry agents, to better cover the periods of peak demand. This also means that we can be more efficient - which in turn means we can extend the overall the time the agents are online.

From Saturday 26th March Derry based agents will be available until 10pm seven days a week (currently they finish at 7 pm).

These changes will mean that we can keep giving members a brilliant personal service even as we grow rapidly as a business.

Thanks

Comments
by jamesdn on ‎27-03-2011 21:29

@aandms, napabloke is almost certainly something to do with the community software - seeing as it's hosted on napa.lithium.com or something to that effect.

by aandms on ‎27-03-2011 21:30
@davey or we could blame uzzyy for bringing all those people here that may need to port :smileyvery-happy:.
by aandms on ‎27-03-2011 21:34
@james i suspected they were something to do with giffgaff, love the company but not enough to log in to make the comment.
by daveysludge on ‎27-03-2011 21:35

Nah, Uzzy has set the standard!

 

I would like to bet theres not many 'ports' in his recruits!

by aandms on ‎27-03-2011 21:39
@davey he said they are all his friends family moving from asda, so should be a lot of ports and poor asda's profits will be severly dented :smileyvery-happy:
by 1hale ‎27-03-2011 23:51 - edited ‎27-03-2011 23:52

Finally managed to find the post, http://community.giffgaff.com/t5/Help-Ask-the-community-got-stuck/Site-problems/m-p/364535/message-u...

 

This states the community (at least anyway) is/was hosted in California and is soon to be or possibly is now hosted in Amsterdam. 

 

No one is complaining about this so I don't understand Robbie's point about using twitter etc...

 

 



Look at the following link it backs up James' post from earlier. It is only for the community forums.

 

http://geo.flagfox.net/?ip=208.74.205.39&host=community.giffgaff.com

by victor1990 on ‎28-03-2011 00:06

Good stuff giffgaff - if this leads to faster reaction times and better customer service it can only be a good thing.

by daveysludge on ‎28-03-2011 05:59

Thats what Uzzyy said originally, which made me think he must be an extremely popular guy from a big family, but since then he has disclosed that he has been putting the effort in and getting the activations from college.

 

As I say, GG should be hiring people like him on performance related pay...

 

British lads who can go out there and create new business instead of paying hourly rates to people on the other side of the planet to deal with something that in my mind is not a necessity.

 

Is porting such a big deal?

 

For the amount of custom GG lose because of lack of porting I'm sure they can make up in other areas!

by coolkeith on ‎28-03-2011 08:48

@napabloke- Yes some of use do! And I think your trying to mucky the waters, this is something that can be done here, we have the man power and ability. In fact we have more jobless than ever before. 

 

Yes we know that GiffGaffs profits go to Telephonica but if they had more UK staff more money would be going back into the UK economy. Plus iagree with others napabloke is somthing to do with lithium.

by rong42 on ‎28-03-2011 10:06

well this thread certainly gave me something to read when I got into work on Monday morning (I probably should actually be getting on with some of that work soon....but I haven't even got round to checking the rest of the forum yet!)

 

I'd just like to say that at least gg were honest and told us what was happening, and it has lead to this debate, which I hope has increased awareness of issues involved.

 

I'm honestly curious as to what other networks people would go to if they decided to leave gg over this? i haven't done any research on this, but what networks would people say are ethical and/or support uk economy?

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