Customer Service Update
Eight 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 nearing the completion of this process, which included recruiting for 650 customer care jobs in our new regional hubs. During this time of change, customers have experienced longer wait times; we are doing everything we can to minimize the disruption including significantly expanding our Web Chat services and we apologise to our customers for this temporary situation.
Since October we have hired and trained 400 new front-line staff across three new sites and an additional 220 people have transferred over to join eir. Performance is improving consistently and call wait times have reduced. We firmly believe these changes will result in a better experience for eir's customers in the long term. We appreciate our customers' patience as we continue to transition to our new call centres in Cork, Limerick and Sligo and to a far better experience for all of eir's customers. We will continue to keep our customers updated as new agents begin to take calls and again, we thank you for your patience.