Agents

[#1]

We need a KB page or a help page with solid details on agent working hours. So we know whether agents work weekends. If there is one, I can't find it.

I did find various threads with this question though. Some of the answers were yes they work sundays, others were what their hours were but we need a simple and straightforward way of finding this info. 

Ideally this information would be displayed upon sending a message to the agents too, or a link to the info. 

e.g. Agents work 8-10 Mon-Sun* Please allow upto 24 hours for a response. 

*if that is correct

[#2]

I wasn't even aware that giffgaff have dedicated agents. What do they do?

[#3]

@inspired4him
Hi,
Agent's deal with all members problems concerning Account Problems.
They are the only one's with Full Access to your account.
If you ever need to contact them use the following link:-
https://giffgaff.com/support/ask.
You can see Agent's replies at the following link:-
https://giffgaff.com/support/questions
I hope this explains Agent's roles.
Have a Good Day.

[#4]

@inspired4him Basically customer service related to account issues. 

[#5]

The exact answer is

Hours of work:

Average working week for a Member Service Associate is 40 hrs. (This will include working split shifts) Business operational hours are 8am to 11pm seven days a week; 

This is taken from one of the previous job adverts giffgaff listed for the post

https://community.giffgaff.com/t5/Blog/A-new-opportunity-to-join-the-giffgaff-team-without-leaving-h...

It would seem that an ideal candidate for where to include this info would be this KB article

https://community.giffgaff.com/t5/Using-giffgaff/When-to-contact-an-agent/ta-p/9114714

I agree that adding it to the Ask an Agent forms would make sense

[#6]

Yes- definitely

[#7]

@darrenpainter

I saw those hours on the job spec, and assumed that the agents may continue dealing with an issue after 10pm but won't start dealing with a new issue until the next morning.