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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
vanguard
It's nice to see that we are getting an almost 24hr service. In this day and age, business' certainly need to look beyond traditional opening hours.
marvel

@aandms - it looks like you and others were suggesting it as a possibility, and you are still adopting the tone that this is the beginning of something bigger, the first outward sign of some ulterior but hitherto hidden plan

 

what has been said by the firm is that a small team will handle inward number porting

 

obviously if the rate of new customers arriving increases, and the number of required ports thus also increases, that team may increase by one or two people, but there is no basis at all at the moment for the 150 you speculate on

phenomenon
@andy i get you now, but please read my comment again, and the comment i was responding to. I didnt say we will be getting 150 agents based in india, i said their would be nothing stopping giffgaff doing this. And the new india based agents are dealing with ports now, but by the end of the year they may be more involved(robbies op confirms this). So it obviously is part of a bigger plan giffgaff have told us it is. When giffgaff need new agents again, lets say 5, would they pay 5 uk based people or 5 india based people which are 10 times cheaper? As a customer id choose 5 uk based people, as a business man id choose 5 indian based people.
giffgaff head-scratcher

@aandms, maybe they can compromise and have Two and a Half Men/Women in each location. but then that sounds like a pilot for an international sitcom with Charlie Sheen :)

phenomenon
@darren small people are people too not half people :D, joking over if the number was 5 they could hire 3 uk based agents 2 india based agents, but for the cost of an indian based agent id just get 3 and 3
top cat

Anway, India is sooooo last year.

 

If we want to be ahead of the game it's the Philippines where all the growth in global outsourcing is taking place.

 

(Didn't think there was enough controversy in this post! :D)

phenomenon
@andrew giffgaff could of brought a little island somewhere stuck a few people on to work and paid them what they wanted built a big house and do a weekly shipment of supplies. Now that would be unique :D. Where do your workers abroad have their office? On a beach next to a beautiful clear sea with lots of sun. Do you think robbie woulld ask to transfer there? :D
top cat

@aandms - sounds perfect! If that ever happens, I'll be first in the queue :D

phenomenon
@andrew my idea, im 1st lol. You can be second. Now would trudi be 3rd or give 3rd place to someone else(has to be female for equal opportunity and all that :D)
exemplar

Robbie

 

The new porting team will allow you to comply with the revised General Condition 18.3, but can you let us know how giffgaff plans to comply with the other ammendment to General Condition 18?  Specifically 18.2 (a) where it says that you have to 'allow Subscribers to request a PAC over the phone'?