EE brings all call centre services back to the UK

Earlier this year, EE had on-shored all Pay Monthly customer service operations from abroad, but the operator has now confirmed that all customer service calls will be on-shored before the end of the year.

Bringing customer service calls back will allow EE to create over 600 additional service jobs in the UK.

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Latest update: EE confirms it has brought back all customer service jobs to the UK

EE today announced that like it promised earlier, all customer service jobs related to Pay Monthly, Pay As You Go, Broadband and TV services have been brought back to the UK. In the process, the network has created 1,000 new jobs in places like North Tyneside, Darlington, Plymouth and Merthyr Tydfil.

“Customer service is a top priority for us, and 2016 was a landmark year in the service that we provided to our customers. We’ve delivered on the pledge we made last April to answer all EE customer service calls in the UK and Ireland, and are making strong progress towards our commitment to expand EE’s superfast 4G coverage to 95% of the UK landmass by 2020. We’re passionate about making our service the best in the industry, so you can expect more to come soon,” said Marc Allera, CEO at EE.

Not only has the move helped in creating additional jobs in the UK, but may also help reducing customer complaints, especially those concerning quality of customer service and accent issues. The real impact on the ground will be interesting to note in the coming months.

Back in July, EE decided to move Pay Monthly customer service operations back to the UK. The move introduced 550 customer service jobs in the country, bringing the total to 1,400 since 2014 but more than that, EE also received quite a bit of feedback on how customer service experience had improved and how the number of complaints has plummeted since then. As a result, EE has now decided to move all of it's customer service operations, including Pay As You Go and Home services, back to the UK in December. The move will create 600 additional service jobs in the country, taking the count to 2,000 in the last two years.


By on shoring customer services, EE now boasts that the number of complaints it now receives is well below the industry average with fewer than 5 complaints for every 100,000 customers. At the same time, the network has also created more than 1,000 new call centre jobs in North Tyneside, Darlington, Plymouth and Merthyr Tydfil this year alone.

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“Earlier this year, we set out ambitions to transform the experience and service we provide our customers, including returning all customer service roles to the UK and Ireland. We’ve had fantastic feedback from our customers about the changes we’ve made so far and the number of complaints has plummeted - but we’re not stopping there. There’s still more we want to achieve and we’re creating over 550 additional service jobs here in the UK to fully onshore all customer service roles, and provide the best possible experience for our customers,” said Marc Allera, CEO at EE back in June.

BT, EE's parent company, has also pledged to onshore 80% of it's customer service jobs before the end of this year. The announcement arrived last year after many customers complained about not being able to speak with service centre employees in Britain. However, BT's offshore centres in India will continue to be involved in back office work which won't include direct contact with UK customers.


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