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News : EE Moves Call Centres Back to Britain in Bid to Stop Customer Service Complaints
Hatfield, UK, April 25, 2016 -- Mobile phone provider EE is bringing all its call centres back to the UK to tackle rotten customer service.
The company, recently bought by telecoms provider BT, says it is creating 600 jobs by "onshoring" the roles.
The firm currently has call centres in South Africa, India and the Philippines.
It came as EE unveiled plans to boost 4G mobile phone coverage to 95% of the UK, from 60% now, by 2020.
The first 100 jobs will be in Merthyr in Wales, North Tyneside, Plymouth and Ireland by the end of June, when EE contract customer calls will be dealt with in this country.
The locations of the other 500 jobs will be announced in the second half of this year.
The boost comes as EE claimed it had cut customer complaints by 50% through bringing back 1,400 call centre jobs from abroad since 2014.
However, data from regulator Ofcom shows it is still the third most complained about mobile phone company, with seven gripes per 100,000 customers.
It was also the most complained about broadband firm and second worse landline provider in the final three months of last year.
To achieve its goal of 95% 4G coverage, EE plans to build 750 new masts across the country to eradicate so-called not-spots.
Marc Allera EE’s new chief executive, said: "We’re bringing 100% of our EE customer service calls back to the UK and Ireland.
"We’ve already seen a major boost in customer satisfaction by creating 1,400 new service jobs here since 2014.
"Now we’re creating 600 additional jobs to handle all EE customer service calls in the UK and Ireland by the end of this year, providing the best possible experience for our customers."
EE’s jobs boost comes days after taxpayer-rescued Lloyds said it was slashing more than 600 workers and sending jobs to India.
Posted by Veronica Silva Cusi, news correspondent
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Everything Everywhere Limited, trading as EE, is a mobile network operator and internet service provider company headquartered in Hatfield, United Kingdom.
Published: Wednesday, April 27, 2016