EE goals to turn around complaints drive broadband service - Tracey On Tech

Saturday, September 19, 2015

EE goals to turn around complaints drive broadband service

The primary operator in UK, EE started a major overhaul of customer service at its resolved
broadband service prompted, mentioned by an unacceptable large volume of complaints compare to market standard.

The operator set out on a Broadband Service First plan, even as it is getting received by British Telecom, the UK fixed incumbent and a major broadband provider.

EE Chief Costumer Service Officer Francoise Clemes said “I’m not going to offer any excuses because broadband customer service has simply not been good enough,” also added “I promise all of our customers that service is our top priority and, through Broadband Service First, we will fix this."
EE company is employing a number of procedures, such as the beginning of a new broadband operations hub; hiring 500 new long term customer service staff; adding integrated systems to improved align processes among mobile and broadband; launching a innovative digital and social medial tool for customers and providing a new broadband customer hotline.

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EE is in the course of action of being received by British Telecom, the UK repaired incumbent and one of its major broadband providers. The package, which looks regulating analysis is not anticipated to close until earlier in 2016. In the meantime, BT and EE are rivals in the fixed broadband industry.

Clemes also mentioned that EE increased customer service for mobile clients considerably over the past year. “There’s still more work to do but I’m proud of this record. Our broadband service however continues to fall short of what our customers expect and deserve – but I want to reassure them we’re addressing this as a priority,” she stated.

EE broadband produced the most complaints all around the market in the first quarter of 2015, the statistics collected by Ofcom. It conducted badly across a number of metrics such as pricing, billing and complaints handling.

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