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Member Service improvements


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.





I think it depends on your ethics as a person. I am more worried about the enviroment, wildlife and human impact on the world. 




"Thirdly, although I was not intending on bringing this up, especially not in public, but now as you have dedicated an entire reply to insult me, I feel I must say you should certainly consider the tone in which you send PMs to your customers. I am quite thick skinned, but could have easily become insulted in the way you choose to respond to legitimate concerns."


I felt it cam through very aggressive to, I think it shows Robbie/GiffGaff backed into a corner!


coolkeith, that could get very complicated. Maybe the office in which the Indian staff will work is more environmentally friendly. Perhaps they generate more of their power from more environmentally friendly sources such as nuclear, solar, wind etc? Perhaps that more than cancels out the extra CO2 from the trip? I have no idea if any of this is the case, just pointing out it isn't as simple as the flight.



@coolkeith I wasn't even referring to the post on this thread Robbie just made, but yes, that was quite hot-headed too.




Agree but it would be nice of giffgaff to plant some trees to help the planet a bit. Since they are making it a bit worse with all the jet setting!

@gawright my point is yes they will do what other networks do, but dont complain when we treat them different, its what they claim to be. If i was making robbies response i wouldnt of gone into mentioning being treated different to other networks/companies id of worked around it.

@jamesdn I apologise if you felt insulted, that wasn't my intention. I'm just trying to keep up.


@aandms I still don't understand the point about me contracticting myself.


I'm off to have a beer before the sunshine disappears.

I quite fancy a Kingfisher.


@robbie thats why your an agent and not the gaffer Smiley Very Happy. Your complaining about being treated different, but claim to be different, Therefore saying your not different(by not wanting to be treated different) then saying you are different. I really hope you understand now i cant simplify it anymore. Enjoy your drink.

edit: in a line if your different you get treated diiferent.
That smiley was meant to be after the gaffer gag showing i was joking, not sure where it shows on full view but on mobile its at the end of the post Smiley Indifferent

I just want to draw somthing to GG attention this topic is very very hot! Look at the amount of posts! Its reached almost as much as the data prices! And look at the short period of time! It means your dealing with somthing very hot, and no amount of spin or freebies from GG can hide the fact people have alot of feeling over the subject!!!