Member Service improvements

Member Service improvements

by robbie28 on ‎25-03-2011 10:04 - last edited on ‎29-10-2014 18:19 by handy giff-staffer zobia22


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 scott1984 on ‎25-03-2011 10:37

Well As Long As The Indian Call Centre Staff Don't Attempt To Lie/Pretend They Are From The Uk, When They Are Not & They Admit When They Can't Help, They Should Just Say So.

 

If GiffGaff.Com Ever Goes Customer Services By Phone & Remain Outside The Uk, Then I'd Probably Leave, As Indian Call Centres Often Lie Or Have No Understanding Or Power To Deal With Problems Or Enquiries :/

 

Lets Hope The Indian PAC Code Staff Can Do There Jobs & Deal With Both People Who Join From Other Mobile Companies Giving There PAC Codes To There Customers For GiffGaff.Com & PAC Codes For Those Choosing/Wishing To Possible Leave GiffGaff.Com.

by Gary Clarke(anon) on ‎25-03-2011 11:29

The decision to outsource to india is a flawed and erodes the spending power of your customers.

 

You should always buy labour in the market within which you trade.

 

An imperfect analagy is that of a bucket water with a leak. If you let water spill from the bucket eventually the bucket is dry and there is no water to drink. So it is for money spent on labour that can't be spent on your products, eventually there's no money left.

 

I'm not suggesting that Giff Gaff alone will bankrupt the economy but what goes around comes around. And Giffgaff likes to paint itself as an ethical enterprise.

by aandms ‎25-03-2011 12:01 - edited ‎25-03-2011 18:21
Harsh comment removed
by rhinosrich on ‎25-03-2011 13:04
Thats me leaving shortly then !!!!!! There is no excuse for work being sent outside UK. I dont want my details being dealt with in india. Think we'll see the end of Derry shortly. Companies have got to start realising if they outsource then who the hell is gonna have any jobs in this country and earnmoney to buy their products. Can we stop our details going abroad under the Data Protection Act? Not happy other this at all. Richard
by aandms on ‎25-03-2011 13:10
@rhino no because they are part of giffgaff, doesnt make a difference really though its already in the t&c's you give permission for them to pass your details to a 3rd party by using the service.
by rhinosrich on ‎25-03-2011 13:23
Thanks @aandms . I would rather they cut back on the payback and keep the jobs here. How soon will it be before they decide actually lets get rid of Derry completely and do what 3 do and have virtually everything in India as cost savings will behuge. The more people say NO to outsourcing the better. There are too many problems when companies do this and heard too many horror stories over bank andcard details being sold from outsourced call centres. Richard
by aandms on ‎25-03-2011 13:25
by rhinosrich on ‎25-03-2011 13:31
I left BT when had nightmare problems with there sri lankan call centre. Always ask to be transferred to UK call centre now when get the foreign centres at Sky or Virgin Media. Richard
by aandms on ‎25-03-2011 13:44
@vincent or robbie how many people will be based at giffgaff india?
by robbie28 on ‎25-03-2011 14:21

@aandms I like your idea of finding out more about Indian agents, we could maybe do a Q&A with them like we did with the Derry agents. There will be 5 of them, and there will be 12 Derry agents. The numbers reflect the proportion of ports to other queries.

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