Member Service improvements

robbie28 · ‎25-03-2011

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

aandms · ‎27-03-2011

@keith thanks for clearing that up, robbie may need it simplified though

brradley · ‎27-03-2011

Why's everyone talking about call centres? You can't exactly hang up on an email. Also, simple tasks that only require an automated reply can be done anywhere. Who cares what their ethnicity is? If someone's willing to work and get the job done, let them do the job! They're still people for goodness sake! I'm only young and even I understand that.

aandms · ‎27-03-2011

@brradley i think your missing the point, people are complaining about location not ethnicity. When(if your not now) your old enough to work and cant find a job because they are all moved to other countries you may understand.

coolkeith · ‎27-03-2011

@aandms No its water off a ducks back i think! Its a done deal, lots of figures that make it look good but are dressed up. Maybe we could do an unlike on facebook thing! Unlike giffgaff if you dont like them sending new jobs abroad!

aandms · ‎27-03-2011

@keith wouldnt make a difference, giffgaff would come out and offer another freebie to divert attention from it, great thing about cheap labour more money to distract people.

hammerjoe · ‎27-03-2011

Just to throw a bit of speculation in here, maybe the 5 year funding has been reduced. Times are hard people aren't speanding as much now as they maybe did when giffgaff were in planning stage. Solution? Cheap labour abroad instead off adding just uk jobs to make the funding loss shrink a bit.

flateric · ‎27-03-2011

The heat of this topic has been focussed mainly on the jobs in an indian call centre. Very little has been said of the other parts which are positive such as 1 day port-in, more agents in Londonderry, longer opening hours (until 10pm). The fact that the information about the overseas call-centre highlights that giffgaff probably know what an emotive topic it is and what the reaction will be. Thus they are trying to give more detail to address any concerns or in another way - sell it.

Would like all jobs in the UK but as can happen, these jobs can find their way back to the UK - take plusnet as an example although they are telephone based and not just email.

We'll all have to see what the reality is (giffgaff included) but would like to think we can all agree the positives above are a good thing.

napabloke · ‎27-03-2011

I've been following this whole debate over the weekend and think it's fantastic - all of life is on here: well argued positions, hot headedness, gibberrish, passion and so on. I am a little surprised though at the amount of influence the daily mail seems to have had on our younger people.

Anyway.......

To all those who believe that all of your £10 top up should only be spent in the UK: ever since launch, services have been provided by Lithium and RightNow who are american companies. All the profits from giffgaff flow ultimately to the shareholder in Spain. The network resources used by giffgaff customers will incur licence and maintenance fees which are paid to Ericsson in Sweden. So whether you like it or not, your top up today already helps feed families around the world.

To all those who take an ethical stance on buying british: check your jeans, t shirt, trainers, watch, mp3 player and car (all these products can be bought from UK manufacturers today). Do you apply the same principles to these items as you do for your mobile phone sim?

To all those who are going to leave giffgaff as a result of this decision: go now and announce on here who your new provider is - you'll really never get a better opportunity to make a stand (just double check if you want to port your number where the team doing it is based). Strike while the iron's hot

Personally, I'm going to stick around - I love this place!

aandms · ‎27-03-2011

@napabloke are you a giffgaff employee? Maybe robbie in disguise?

daveysludge · ‎27-03-2011

Instead of hiring out 5 people on the other side of the planet to fanny about with 'porting' issues, why not start hiring the likes of 'Uzzyy'...

A genunie hard-working performance-related guy who is a lot more productive!