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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
student

 

@ Coloncancer
Thats good for you, we all have different beliefs but to knock others is not fair. And i think i did state that its not true for everybody, but if you look at the facts the UK is one of the most generous countries with donations per head.
I want to see a service used and made for and paid for by the people of the UK go back to UK familes and workers. Not abroad.

 

aspirant

It adds insult to injury when you consider India has been the recipient of billions of pounds worth of foreign aid at the tax-payers expense!

 

This country is haemorrhaging money and it needs to stop!

mentor

coolkeith, the UK (along with that other ultra-capitalistic country the USA) is down at the bottom when it comes to per capita aid given out.  This nation is one of the most miserly, especially when compared to the nordic countries.

 

 

student

@coloncancer

 

The CAF (Charities Aid Foundation) says, "The average annual donation per UK adult for 2004/05 was £170.02." Thats a great deal!

 

That's not to be laughed at and the UK is the 4th most generous country for international aid. (All the other countries being alot bigger.) You have your beliefs but mine are to be good and do good deeds, this does not mean i cant have morals. I have morals just it seems different from giffgaff who want to take and not put back into the UK. 

 

Please look elsewhere apart from wikipedia, http://search.charitycommission.gov.uk/ and ur read deeper

student
@ Everyone i wont be commenting on coloncaner any-more :-) I just wanted to show that i have morals which may not be akin to his, or anyone else's but i care for this country and we do alot of good. (some of us). I dont want companies like GiffGaff taking and not giving back to the uk.

@akisoft. I commend you on reviewing your position as to keiths 'racist' comment. It takes a mature adult to concede when they are in the wrong so well done to you.

 

On another note I feel you lost your right to comment 'as a customer' when you started working for giffgaff. I feel your passion but you work for them now, you are not just 'a customer'

 

Finally. I don't care where the workforce are, it's my dislike for any of them that are out of the boundaries of the EU that I have an issue with. It's pure unadulterated capitalisim and that's got us in the mess we're in already. Alas I fear there's nothing I can do about it other than vote with my feet. At this time I can find no better 'solution' for me than giffgaff for calls, texts and internet. However as soon as one turns up I will be off.

 

I was the same with 3, I was with them as they were ultimately the best value until giffgaff came along and as soon as I heard of giffgaff I was here like a shot. I extolled their virtues and have plugged them and their community focus to all and sundry. This will now stop. I doubt it will affect their bottom line very much and I'm sure I'm not the sort of customer any company wants as I will always move for a better deal / rate etc. However, I will only move if they use local resources. If I find out they have outsourced outside of the EU I leave or will not join. (I also never take up services that are sold to my doorstep and if any company cold calls me for something I put them on the list of companys I will not use. lol)

 

I realise this is just me and my opinion but hey that's what life's about. I was good while it lasted, shame they purported to be 'run by us' as that's clearly not the case. If it was they really 'run by us' we could have voted our preference. I also understand that for some people it will not be a problem in the slightest and that's great. I'm not trying to influence anybody, merely stating my position. So long and thanks for all the fish.

phenomenon
Will giffgaff be paying for the new indian based agents to come to the xmas party? Its not really a team when you dont know your collegues is it?
graduate
So are giffgaff saying if ofcom hadnt taken a day off the port process the new indian team wouldnt have a job? Therefore blaming ofcom? What a load of rubbish.
augur

No, I don't recall reading them saying that at all

phenomenon
@gawright read number 1, i read it as if ofcom didnt take a day off the process we wouldnt need a team to deal with port requests(which is the india based team).