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BT's quarterly newsletter for analysts, consultants and investors - Issue 43 - March 2017

100% of EE service calls now in UK and Ireland

Nick LaneBy Nick Lane, Managing Director Customer Service, EE

Improving the customer experience is a top priority for EE. We’re passionate about it and 2016 was a landmark year in the service that we provide to our customers.

In April, we made a pledge to answer all customer service calls in the UK and Ireland by the end of 2016. This pledge was part of a wider initiative to make our service the best in the industry. We’ve also made it easier for customers to interact with us through our improved My EE mobile app and we’ve launched an innovative Network Status Checker tool.

I’m pleased to announce that we delivered on our pledge – we now answer all of our Pay Monthly, Pay As You Go, Broadband and TV customer service calls in the UK and Ireland. To do this we created 1,000 new customer service roles in 2016. These jobs were created across our North Tyneside, Darlington, Plymouth and Merthyr Tydfil contact centre sites.

For more details:

My EE App

Network Status Checker Tool