I hope you’re all doing well and had a great weekend.
You may have seen my post last month where I introduced the comeback of our Agent updates. As I said in my previous post, this is something we decided on taking on a monthly basis, so here is this month’s edition.
The contact rate for August was: 1.56%
What does this mean you ask?
Well, this means that 1.56% of our members had to contact an agent for support in resolving an issue. In the grand scheme of things, this is 0.03% points lower than what the contact rate was in the previous month, so fewer members had to contact the agents. This is also the 9th month running where the contact rate is below 1.6%.
As for our member satisfaction score - the score our members give our agents after having contacted them, this was 4.24%. It is a little lower than the previous month as a few of our members were experiencing some gremlins when using our website. However, the teams have been working on getting these fixed which means we should have this resolved soon.
As for a lovely agent story, here is one that the agents shared with us:
A member registered their giffgaff mobile number (UK address) when they were in London, and told us that for the next year they will be away working in Romania. They want to be able to continue to send and receive SMSs and make phone calls on their mobile giffgaff number for the next 12 months - just like they never left the UK and with no disruption to their connection/service.
They wanted to know … ‘Please tell me what exactly I need to set on my giffgaff account or phone to ensure this possibility.’
Our lovely agent, Ally, replied explaining what the member should expect in great detail including what will happen after the 60 days when the Roam Like At Home feature would switch off and the need to add airtime credit to continue using services on your SIM card whilst abroad.
The member came back with the following comment to our Agent, Ally.
Never have I received a more detailed response to an inquiry. Good job guys!
A great big thank you to our agents for doing such a cracking job and our helpers who try their absolute best to help resolve member queries themselves before pointing members towards the agents.
Have a great week everyone.
Henna =] x