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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.



That's not quite the same as blaming ofcom.



@gawright well it is really, ofcom made a change giffgaff needed more staff to deal with the change. I blame ofcom.

You can blame ofcom, the post I referred to seemed to by implying that giffgaff were blaming ofcom, which isn't the way I read the OP. 

There are some changes, including the ofcom requirement and in order to meet the demands of those changes giffgaff need more staff. They've decided to do part of that by outsourcing. "Blame" seems quite an emotive word to use to me. The ofcom change would seem to me to be just a factor in the process that led to the decision.

Nope they defo blame it on ofcom. This is what they robbie said 'in order to make sure we can do this we are bringing on a small team of new agents who will focus exclusivly on ports'
Might as well blame it on people wanting to port numbers then :-) Richard
head honcho

i, and alot of us like giffgaff because of the close and highly connected communication between staff. We often froget about the fact of 'buisness' and like what we get with a very 'nice' conection between us (members) and giffgaff. Indian agents is a very risky move, and a move i dont like for many reasons. 


One of those reason is the support giffgaff are giving the UK! economy, fantastic stuff giffgaff...not.


However, at least its only port issues for Indian agents, and i realy hope it stays that way. Positive of the fact of giffgaff growing, which in turn assures us that giffgaff arnt going anywhere any time soon Smiley Happy




@josh by the end of the year the indian based agents will be doing more than the uk agents.
@aandms agree wholeheardtedly. If I was in Londonderry would be a little bit worried over the future of my job . Richard
@rhino not just derry, someone indian based can do all the jobs the current uk staff do.
head honcho

@aandms, yep and i think its madness, ridiculous and actualy so off-putting towards giffgaff. But whatever we say, doesnt matter, we dont get a say because we are surprisingly insignificant to giffgaff as consumer input i guess...