EE has completed its goal of basing all customer service based call centre roles in the UK, creating over 1,000 new UK roles in 2016.
The network previously used staff in South Africa, India and the Philippines to provide customer support to its 30.2 million customer base across the UK and Ireland. However, this function is now handled by new staff at the company’s North Tyneside, Darlington, Plymouth and Merthyr Tydfil sites.
In a statement released late last November, EE had pledged to achieve the UK call center migration by the end of 2016.
EE 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.’
Rival networks use centres in other countries and centres outsourced to companies like Capita, who in turn have previously outsourced the service to another country.