EE says it’s completed the transfer of its customer service centres back to the UK and Ireland, with calls from all Pay Monthly, Pay As You Go, Broadband and TV customers now being answered in the two locales.
The mobile network, and parent company BT, have pledged to ‘on-shore’ jobs in a bid to boost customer service levels. EE’s fulfilment of the undertaking has involved creating 1,000 new jobs across its North Tyneside, Darlington, Plymouth and Merthyr Tydfil sites.
Although complaints from its mobile customers is below industry standards, EE is one of the most complained about fixed phone and broadband providers, alongside BT and sister-brand Plusnet.
CEO Marc Allera said: “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.”
BT Group CEO Gavin Patterson and Chairman Sir Michael Rake have identified customer service levels as a key weakness in the business.