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Member Service improvements

aspirant


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.

Thanks

338 Comments
trainee

Its A Shame GiffGaff.Com Can't Allow Trusted GiffGaff.Com Members To Become Unpaid Uk Volunteers On GiffGaff.Com To Transfer PAC Codes & Allow & Switch New GiffGaff.Com Customers & Those Who May Possible Choose To Leave GiffGaff.Com,

 

As For Me Personally, I'd Volunteer For GiffGaff.Com Rather Than Them Going To India,China, Or Outside The Uk,

 

It Would Look Great For Me Personally To Have PAC Code Transfer Team Volunteer For GiffGaff.Com & As I Suffer From Mid Carpal Instability RSD/CRPS Left Hand/Wrist Disability & Pain, & Clinical Depression,

 

I'm Often Up At Odd Hours Of The Day & Night Because Of Chronic Pain & Disability, So I could Easily Work From 04:00 a.m. Uk Time & Would Be Great For My C.V. If I Volunteer'd For GiffGaff.Com Smiley Happy

 

Again Shame We Uk Member's Can't Volunteer For GiffGaff.Com Online With PAC Code Transfers To GiffGaff.Com, It May Confuss People That An India Call Centre Might Mean GiffGaff.Com Is Not Just An Uk Mobile Network At Present :/

trainee

Anyone Who Thinks Indian Call Centres Are Good, Have Never Really Used Many Or Come Across Many :/

 

What Happens When The Indian Call Centre Staff/Teams Get It Wrong Or We Wish To Complain About Them, Who Do We Complain To?.

former giff-staffer

The Derry team will still do some porting, but mostly when they are free on time or there is a back log of work. 

 

The guys in Derry, where we are expanding the team as well mind you, are very good at grasping complex issues, so we would rather they spend their time there, then using that time to process port ins which is time consuming but a relatively simple task.

phenomenon
@scott they arent having a call centre, YET. That will be the next move though. At present india will be dealing with pac codes. By the end of the year giffgaff will be looking to give them more tasks. Is their any network that is just uk based everything dealt with in the uk?
former giff-staffer

Should things go wrong, you would report that in to us. At which point the team in Derry would look into it for you. So certainly to start with all customer contact will go through the Derry team.

mentor

Their management, same as if they were English call centre staff, Scottish, American or any other nation (Irish, in the case of GG).

 

I am opposed to Indian call centre staff though, on the grounds that a UK organisation profitting from the UK market should be putting funds back into the UK economy, not syphoning them off in an attempt to save money.

 

I think that the way GG are heading means that it maybe time for me to start looking at a new provider.

 

mad scientist

This is great news for GiffGaff. If this is gonna help speed up the Port In/Port process and ease the pressure on the Agents in Derry,  plus keep GiffGaff running efficiently, you cant really go wrong. Thumbs up from me Smiley Happy

Gary Clarke
N/A

The decision to outsource to india is a flawed and erodes the spending power of your customers.

 

You should always buy labour in the market within which you trade.

 

An imperfect analagy is that of a bucket water with a leak. If you let water spill from the bucket eventually the bucket is dry and there is no water to drink. So it is for money spent on labour that can't be spent on your products, eventually there's no money left.

 

I'm not suggesting that Giff Gaff alone will bankrupt the economy but what goes around comes around. And Giffgaff likes to paint itself as an ethical enterprise.

trainee
Disappointed that you took the easy route of off-shoring before something more creative but I see you successfully managed to spin lower costs as a longer 'customer focussed' day. Oh dear...
mad scientist

As mentioned earlier, one minute people wanna keep GiffGaff running on a budget so that we can keep these excellent perks, so when GiffGaff do take a cost effective option some aint happy about this. Its only people helping with Ports, not taking over GiffGaff!  Having a few offshore Agents aint exactly gonna bust our economy is it. GiffGaff is still a small company running on small numbers of staff.