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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

@Robbie

 

@coolkeith I appreciate where you are coming from, but I'm not going to get into the whole carbon footprint issue - it is way, way, way too big and too complicated to address here - and this thread has enough possibilities to go off-track already 

 

All I'll say, as has been pointed out by others, is that you cannot look at any single activity in isolation. You have to look at the whole picture... for instance: which has the bigger footprint - a company that has to maintain an office full of hundreds of staff answering telephones and travelling to that office, or a company that has an office of 15 people - with hundreds of people working from home or from an office they would be at anyway"

 

Granted but you sate in your code of ethics "we firmly believe in doing our bit, and we genuinely want to be the most environmentally friendly mobile network out there. We try to avoid excess in any area, and we think that makes us a better alternative."

 

What are you going to do with the 9 tonnes of Co2 your now adding each return trip? This is an excess that you are adding to your footprint, that if you were uk based would be alot lot smaller?

 

Please dont white wash the answer. I want the honest truth, did you think of your impact? Do you have plans to reduce this?

grand master
@aandms I don't think anyone has posted on here saying we are " happy " about the jobs going abroad, but I don't expect my mobile phone provider to save the world! I still think giffgaff are different but that difference is the community and the help we give each other, so as long as that stays so will I as I expect will you x
phenomenon
@coolkeith dont forget the 5 scooters in india Smiley Wink
napabloke
N/A

Thanks for all the kudos on my post yesterday (if you're just tuning in, it's on page 23 towards the bottom).

 

I also rather enjoyed the conspiracy theories that I was somehow sent by giffgaff to talk to you all.  I don't work for giffgaff, or lithium or anyone else connected with them. Say what you like about giffgaff (and most of you do), they don't seem to be afraid to engage with customers face to face, even on a saturday night.  I do have a gg SIM though which I use occasionally and my wife uses it all the time. 

 

Anyway, as I said before, it's been a fantastic post to follow with all its twists and turns (my personal favourite was the part about Gary Glitter and Ian Huntley doing the porting in activities).  But now we're on to carbon my eyes are beginning to glaze so I won't read on much more.  I stick my empties in the green box once a fortnight, but that's it I'm afraid.

 

 

aspirant

 - free transport to and from work

- Extra medical care

- free food and water during work (with an emphasis on healthy eating)

- free parking

- subsidies for scooters and helmets

- free counselling for any personal or work problems

 

 

steward
@robbie wouldnt it just be easier to just guarantee that the workforce in the UK wont lose jobs even in the future to the overseas office. Richard
instructor
@napabloke: ah, but you're forgetting that to deny a conspiracy theory is simply to confirm it. Smiley Wink I think it's obvious to everyone that you're an Indian agent-to-be. Robbie is just testing you out on the forum to see how well you do (he doesn't want to waste a username on you until you pass the test). Your knowledge of Ian Huntley is just showing off your training (suspiciously showy, actually, as is your correct use of sentences, spelling, grammar and punctuation; do you expect us to believe that you learnt English in this country?!). Presumably you'll soon be posting comments on the latest episode of Eastenders or on the weather. Come on, you've been rumbled, don't deny it! Smiley Happy
phenomenon
@rhino even if robbie did guarantee it wouldnt happen would you believe him? Mike could come on in person and say it, i still wouldnt believe him. The only way you could guarantee it wouldnt happen is if giffgaff signed a legal contract saying for every member of uk staff that leaves, will be replaced by another uk based member of staff. Even then we could end up with say 20 uk staff and 150 indian based staff.
marvel

why are so may of the comments here not about facts at all, but such divergent speculation?

 

150 people in a call centre? there's no statement to show this at all, and this argument has become overworked and is going around in circles

phenomenon
@andy who said giffgaff are getting 150 people in a call centre? And as for facts and speculation whenever their is change you get speculation and giffgaff doesnt offer many facts, and for those who think india wont end up with more agents than the uk need to wake up, giffgaff havent gone through this hassle for nothing. We may keep a uk office, but no-one said it will remain the biggest base.