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Agent Weekly Update - 27th Oct 2015

Started by: aggy_agate
On: 27/10/2015 | 15:54
Replies: 12
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by: aggy_agate
community giff-staffer

on: 27/10/2015 | 15:54 edited: 27/10/2015 | 16:01
2.00%


Proportion of our members who needed to contact the Agents in September

As mentioned before, the percentage has gone up a bit, due to the fact that during September's service issues we had to advise members to contact the Agents. Although that was really helpful in speeding up the resolution, it did increase the overall number of members who contacted the Agents. We will be aiming to get this as low as possible again.


Agent satisfaction, as rated by members who’ve had their problems resolved

4.31star2.png
(average rating out of 5 stars)

 


 

image (8).pngOur Agent satisfaction score has been jumping up and down lately due to the same reason the proportion of members who needed to contact the Agents has increased the previous month. We have been working on couple of service issues during the past 2 weeks but now we're just waiting for the last updates to get them resolved. We hope that the next week this score will go up again.  However, it's not only service issues that have impacted this - September and October are both really important months for us as many new members are joining giffgaff. This means more new members will be contacting Agents regarding different issues that sometimes can be very simple and resolvable on the Help forum but also more tricky ones that can take a bit more time. That's not bad news though as we're gaining many new Community members who, I'm sure, will be enjoying their time here. Smiley Happy

 

As usual our lovely Agents have prepared a story for us to share and this one is about a member who accidentally bought £12 4G goodybag without knowing their phone doesn't support 4G. As an existing member who joined prior to 2nd September they were still able to use 3G goodybag option but decided to change to 4G. Unfortunately, their phone wasn't 4G ready so they payed for 4G goodybag but only received 3G signal. Our Agent Cathal picked up the case and removed the 4G goodybag applying the £12 as credit and allowed the member to purchase the goodybag they meant to buy. The member signed off with this:

"thank you Cathal you are a star!!
I am so grateful for your time and help"

 

Have a wonderful week everyone,

A

 

 

 

 



 

Message 1 of 13
by: bobrobinson
on: 27/10/2015 | 16:04 edited: 27/10/2015 | 16:07

Thanks for the update.aggy. Smiley Happy And its great to see members wrighting to say thanks. See another happy gaffer.

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Message 2 of 13
by: milanchande
on: 27/10/2015 | 16:17
That's some very impressive statistics! thanks for the information.
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Message 3 of 13
by: lausilein
on: 27/10/2015 | 16:44

It's really good to see that people here actually get help the help they need and that giffgaff do allow their agents a little bit of leeway towards customer satisfaction, rather than complete and utter company profits.

Message 4 of 13
by: bharvichande
on: 27/10/2015 | 17:11
These figures are great news to show giffgaff are great!
Message 5 of 13
by: weelesleymc
on: 28/10/2015 | 10:57

thanks for the information.

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Message 7 of 13
by: mark1101b
on: 28/10/2015 | 11:04
Thanks for the update A ..... :-)
Message 8 of 13
by: mcilwraith
on: 28/10/2015 | 17:41

could be worse Smiley Happy lets hope it picks up again

Message 9 of 13
by: pearlbailey
on: 28/10/2015 | 17:47
Glad people are getting the help they need
Message 10 of 13