A very happy Friday to everyone! I hope you’re all doing well and well, finding ways to keep yourself warm as it’s getting a little chillier outside.
Here is last month’s agent roundup.
The contact rate for October was 1.53%
For members reading the agent update for the first time, the contact rate is the proportion t of our members that had to reach out to an agent to have their issue resolved. For members that have been following our agent updates, you’ll have noticed that the contact rate for October mimics that of September.
This is also the 10th month running where the contact rate is consistently below 1.6%, which is great news.
As for our member satisfaction score - the score our members have given to our agents after having contacted them was 4.25 out of 5. Along with this, the agents were able to solve a whopping 83.5% of the cases with just a single response, which is 3% higher than that of last month. (Top job folks!).
Time to take a little peek into what our members have to say about our agents based on their experience.
One of our members reached out to our agents with the following issue:
Hi there, I am currently working remotely in Sweden as all my work went online during Corona. I’m not yet sure whether I will be here another few weeks or a few months, but would like to keep my UK number and keep using giffgaff for now, at least until I know when/if I am moving home. What are my options in terms of an international package if that’s available? Thanks
Mark (one of our agents) got back to the member and advised them about the RLAH rates and when their eligibility had expired along with the relevant roaming charges.
Member acknowledged the brilliant detailed helpful reply by saying….
I rarely fill in these things but my interaction with Mark was so incredibly kind helpful informative understanding and quick it was important to me that I left feedback. This is a very weird time as we all know and having moved countries to remote work for an uncertain period of time I was really confused about what that meant for my phone contract and was left feeling reassured and like a burden had been lifted. Thank you again for your help.
This has got to be one of my favourite stories as it really shows what a great job our agents and members are doing to support one another during this difficult time. Mark has helped the member but such lovely feedback would surely have boosted Mark’s morale too.
Hopefully, we can continue to do this as we’re going to need now more than ever.
Hope you all have a fantastic weekend.
Henna =] x