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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
enigma

I can't help but wonder, how much would it really cost to hire people in the UK rather than India.

 

If you were to hire people whose full time job was to sit and process port requests. It would take a team of, I'm guessing, 2, 3, possibly 4 people? Pay them each around £16K or £17K a year.  Is it really too costly to house them in the UK facilities giffgaff already use then to hire a team in a new facility?

 

Never mind the inconvenience of having to communicate across the world, as well as taking money out of our already struggling economy and sending it India who have plenty already.

phenomenon
@james people would do it for minimum wage, less than 10k a year. But im guessing giffgaff are only paying 1-2k a year for an indian based agent

I'd rather have call centres in India that have to be used once (unless you port numbers in repeatedly) and lower prices, than call centres in the UK that cost more, because that extra money has to come from somewhere. And it probably will be the end-user's pocket.

mad scientist

An average call centre salary is about £1500pa in India. So im assuming the guys and gals helping out will be paid no more than this.

phenomenon
Harsh comment removed
former giff-staffer

There's a bit of a difference between slave labour and using a cheaper market here aandms. I know you enjoy pocking and prodding giffgaff at every opportunity, but that goes well past slander.

 

So please keep it constructive.

 

Many thanks,

 

Vincent

mad scientist

Slave labour is when someone is working their arse off for very little money, not enough to feed their families. £1500 in India is a hell of a lot of money! If you change £1500 to rupees that is probably the equivalent to someone working in the UK for about £16K. Not exactly slave labour. 

aspirant

Thanks for the comments.

 

A few things here about 'giffgaff should be helping the UK economy instead of offshoring'. In addition to increasing the Derry team, we are also bringing on  more UK staff to help with the community - which has also grown astronomically in the last year, and there are plans to recruit more UK staff in other areas of the business.

 

We have also directly hired akisoft from the community to come and work for us on the development front.

 

So giffgaff's growth is resulting in a lot of benefit to the UK economy, and UK customers - not least in the £128,000 we gave back to members in December.

 

And not forgetting that I and VIncent and the rest of the giffgaff team only have jobs because giffgaff exists. So my view is that giffgaff existing and succeeding has got to be better for the UK econony than us not being here, or not succeeding.

 

It's also worth mentioning that over 99% of member queries are solved on site here at giffgafff - either through our knowledgebase, or by the community. So the agent team is a relatively small, but very necessary part of our business. And this is very different to any other mobile company - where the team of agents would be many times bigger, and would be handling all the queries.

 

So while I can see why some would automatically assume we will do offshoring in the same way as other mobile companies the reality is our offshoring is very small, and very focused - like our entire agent operation.

 

PS please also remember that the new agents in India are a part of our team, and a part of this community, and so they deserve the same respect as everyone else.

 

 

 

phenomenon
@vincent it was a question with a motto if the answer is yes. @robbie il make them feel welcome, could be good if they come on regular we could learn more about their culture and they could see england isnt as bad as on tv. They could do a blog about electronics in india and what they enjoy doing when giffgaff arent working them hard.
cicerone

Great keep the good work up, nice to know I dont have to waite untill the next day for agent suport as its untill 10pm now.