Customer Service Update

01/04/2019

eir customers are currently facing longer than normal, and longer than acceptable, wait times when contacting our Customer Care call centres. We apologise for this temporary situation and we appreciate our customers' patience as we continue to transition to our new call centres in Cork, Limerick and Sligo over the next few months and to a far better experience for all of eir's customers.

Six months ago, we announced that we would bring our customer service back in-house, as we believe that having all customer-facing roles filled by direct eir staff leads to a better experience and outcome for our customers. We are now more than halfway through that process, which includes recruiting for 750 customer care jobs in our new regional hubs. During this time of change, customers have experienced longer wait times but we are doing everything we can to minimise the disruption including significantly expanding our Web Chat services, with fifty new positions filled, and working as hard as possible to get our wait times down to the level eir customers should be able to expect.

Since October we have hired and trained 315 new front-line staff across our three new sites and 220 staff have transferred over to eir. Every week more than 40 new care agents complete training and begin taking calls, with performance improving every day. We firmly believe these changes will result in a better experience for eir's customers in the long term. We will continue to keep our customers updated as new agents begin to take calls and again, we thank you for your patience.