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handy giff-staffer

Hi Everyone,

 

Let me introduce myself as some of you will have already been chatting to me or in contact with me before now! My name is Adele, and I have recently joined giffgaff as the Member Services Delivery Manager - although I have been helping out in giffgaff for quite some time. 

 

What do I do, I hear you say?  Well, my role is to manage and deliver customer services to you all, so my main task is managing and improving the Member Services team who deal with your cases raised via Ask an Agent.

 

As you are well aware, the Member Services team have had a lot of challenges over the last couple of months. As giffgaff has grown, so has the number of people needing help, and the number of and complexity of cases we work on. However they have worked really hard to bring the volume down and are now working well within service levels.

 

Over the next month we will be introducing the team to you again, as it has been a while since they have been on the forums so you will get a chance to say hi to them.   Along with a series of blogs to explain a bit more about what Agents do and what case they see, we will be asking for ideas and improvements (the same way we do for everything at giffgaff) on our overall customer services to help us provide you with customer service excellence.

 

Over the last month, we have worked hard to make improvements within the team. One of the first steps we took was to increase the number of members on the team. These new Agents have all completed their training and are now live working on your cases.  It will take a little while for them to settle down (everyone is new once!),  and they are doing really well currently and loving the giffgaff life J  Now that the team is bigger and giffgaff overall is bigger, we will be looking at areas like updating training and improving the overall quality of the team.

 

The first big launch and change for this year is the go-live of Blackberry services (very exciting!) which is now with you.  The team have completed their training and are ready to rock and roll!!  Another big change which will help the management of cases is a new Ask an Agent form which is currently being developed, and I will keep you updated with more information and when this will launch.  This new form will ask you more questions about your issue, and you will have to select some mandatory fields.  This is by no means to limit people asking questions in any way - these new fields in the form will help us identify the issue you are facing quicker.  As the new form is not launched as of yet and in order for us to identify Blackberry cases in the queues can you complete the following when raising an ask an agent case for Blackberry issues:

 

If you need to submit a case on Blackberry related issues:

 

Select the category – “Mobile services” and place in the subject line “Blackberry”.

 

Should you have an issue that could possibly be related to your Blackberry handset, make sure you check out the fab Blackberry simulators on the below link in the FAQ’s; they give a walk through on how to setup your handset and you can even check where to find your settings.

 

Blackberry Simulators: http://support.giffgaff.com/app/answers/detail/a_id/664

Blackberry FAQs in our Help Section: http://support.giffgaff.com/app/home/kw/blackberry

Ask The Community!: http://community.giffgaff.com/t5/Help-Ask-the-community-got-stuck/bd-p/QA1

 

As normal, the team will only be supporting sim/account based queries (things that require sim technical support on a network level, or that involve personal information to your account). If the simulator above hasn’t helped with your queries, we also have a great set of FAQS and of course the community on hand to help. Using these can often get you the answer you require very quickly if it’s a handset, settings or basic query that doesn’t require an answer from the Agent team.

 

In the future, the Member Services team will have monthly blogs so you can meet and catch up with all the team and help us with improving our service. It's great being on board and I look forward to getting to know and work with you all!

 

Adele

37 Comments
aspirant
Welcome. GG is amazing. just seems phone keeps dropping. unreceived calls. internet not activating. I moved from o2. will stick with you for bit - but a phone is basic and if no service then is bad. all my love and thanks for 'hello' good luck gg - exceptional idea.
I ate the FAQ

Hi Adele
 

Lots of good things in the pipeline then  ,It's good to see you posting , and It's good that we will be able to " interact " a bit more with the agents , keep up the god work  .... :smileyhappy:

handy giff-staffer

Thanks everyone for the lovely welcome and I will try to get on a bit more in the future.

 

@sam - the team are offsite based in Northern Ireland, I too am from Northern Ireland however I travel a lot and share my time between HQ and being with the team.  Dont forget about our lovely colleagues in India as well.  Everyone in HQ visit the team and are in continous contact with the team at all times :)

 

@rong42 - its not our policy to use standard or copy paste answers a lot however as there were a number of issues at the time your talking about we discussed and thought best to get a response out.  Its not easy to identify queries that need investigating or queries that are not account related so yes there is a chance that someone is getting the wrong response which is unfortunate.  But the good news is that we are doing a lot of work around the form and the new ask an agent form will help reduce this further :)  In regards to agents sending wrong responses I have taken all your feedback on board, although I am not on the forum a lot I do work closely with Craig and all the Educators and they pass all feedback to me, so the start of the improvements was to get more people into the team, get service level back which is not giving us time to work with the team and help improve their knowledge with more training and workshops.  That has all started now but it will take some time to settle all the new guys down and develop their knowledge till we start to see the benefits.  Keep the feedback coming it all helps :)  The bug you are talking about, dont worry its on my radar and working with the techies to get a fix and yes it does drive up volume not a lot but it still takes the team away from dealing with other issues.  Again we will work together to identify these issues and take feedback from the community,  between Craig and myself we will try to keep you all more updated on these fixes.  I have collated a list and we are starting to look at what can be done and get those all scheduled in but again these things do take time.

 

@as7861 - as I have said yes working really closely with the team to improve this issue :)

 

 

Nice to here from you, really good to understand what’s happening behind the curtains. Good to here the agents are improving on training. Look forward to see the future blogs
phenomenon

adele, cheers for such a good response. im glad its all been taken on board :smileyhappy:

marvel

Welcome Adele

 

Perhaps you could set out what people can do when their agent query seems to have run into a dead end, one or two other staff have tried to help, there's no feedback from a technical team, apparently nothing happening. 

 

Although rare, it is possible to read about cases like this on here from time to time, and some are embarrassing to other users trying to offer help and to the firm.

handy giff-staffer

@Andy0  I have received this feedback and I working with the technical teams etc and reviewing processes and timelines so we can reduce the number of times this happens.  Hopefully we can tighten this up and hopefully will help in these cases however sometimes we will get cases which is a new scenario and may take longer to investigate and troubleshoot to identify the cause but hopefully not too many but in these cases I will put in place that this is clearly explained to the member involved.

 

If a case does end up in this situation and information is not being fed back and other staff have been unable to help either address the case FAO Adele/Shaun and it will be highlighted to one or both of us and we can get it back on track but we will only intervene if the case has not been handled correctly or the team have gone off in the wrong direction.

 

The new forms will also hopefully help in these scenarios as well :)

 

Hope this answers your query Andy!

oracle

@adele_s

 

Are you going to use ? 

this type of form that was proposed by joshaw here -

http://community.giffgaff.com/t5/ideas/v2/ideapage/blog-id/ideas_01/article-id/64874 

 

 

marvel

By the sound of it they were probably working on changes to the form before that thread was posted.

oracle

@andy0 

 

Hehe if so. Joshaw idea should be considered as well ;) When making the form :P