EE formerly known as Everything Everywhere is a British mobile network operator, ISP and subsidiary of BT Group. EE was created in 2010 when Orange S.A. and Deutsche Telekom merged their UK businesses. After the merge EE became the biggest mobile network operator in the UK. EE has over 30 million customers and its 4G service is the most extensive in Europe. EE’s mobile network covers 99 percent of the UK with 80 percent of the UK getting EE’s double speed 4G network. In 2014 BT got into talks about acquiring EE. The purchase leaves Deutsche Telekom with a 12 percent stake in BT and Orange with a four percent stake. In January 2016 the Competition and Markets Authority approved the purchase unconditionally. EE also supports Mobile Virtual Operators on its network including The Co-operative Mobile, Asda Mobile and Virgin Mobile UK.
Keeping EE Customer Service in the UK
EE became the first mobile operator in the UK to host all its customer support jobs within the UK and Ireland. The jobs will hosted at EE sites in North Tyneside, Plymouth, Merthyr and Darlington. In a move described as “in-sourcing” 1000 customer service jobs will be available in the UK. Before makin this move a significant portion of the company’s support staff was based in India and the Philippines. This move was taken in response to a 2015 report where customer service was reported to be less than satisfactory. Marc Allera, the chief executive of EE, has stated that customer service is a top priority for EE. EE also released a network status checker tool that gives customers updates on network performance depending on their location. The move has already paid off with the number of complaints per 100,000 customers decreasing from 30 in 2015 to 26 in 2016. Allera acknowledges that there is room for further improvement and the company made an official commitment to increase 4G coverage to 95 percent of the UK by 2021.
‘My EE’ App is the EE Helpline We’ve Been Looking For
As part of their customer service delivery push EE have updated their My EE app on their website and mobile apps. The app allows users to perform various tasks such as checking data balance, managing extra charges, itemized billing and call history. Users can also use the My EE app to file complaints and contact customer service support. The app had previously been neglected and there had been complaints from customers. The app is currently available on five mobile platforms Amazon Mobile, Android, Windows Phone, Iphone and Blackberry. However, the company has announced that the Windows Phone and Blackberry apps will no longer receive updates due to the low number of users on those platforms. Users of these devices have been advised to use the My EE customer service website instead. The website is responsive, mobile friendly and has all the features available on the native mobile apps.
Striving to Make EE Number One In Customer Service.
EE’s improvement of service delivery has started bringing dividends. Membership for the network operator increased for the fourth quarter of 2016. Allera has assured customers that EE won’t rest and they are still looking for ways to improve customer delivery.