News : Eir Considers Hanging Up on its Call Centre Provider
Dublin, Ireland, Aug 23, 2018 -- Eir is understood to be considering the future of its contract with HCL Technologies, the Indian company to which it outsources its call centres, over a slew of issues surrounding poor customer service.
It is understood that senior managers at Eir, which came under the control of French investors in April, have in recent months tried to sort out the problems in a number of summits with HCL.
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Some senior managers within the telco are known to be extremely concerned at the service issues allegedly experienced by some of Eir’s customers.
One major source of frustration is that some customers, who may be unable to resolve an issue via the outsourced call centre, end up going around it and contacting Eir directly through some other route.
Eir said its contract with HCL remained "ongoing" but it acknowledged that it was working with the Indian company to raise standards at the call centres: "Both parties are constantly striving to improve the quality of service delivery."
Posted by Veronica Silva Cusi, news correspondent
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HCL Enterprise is a 32-year-old Global Technology and IT enterprise, with operations spanning 23 countries. The 3-decade-old enterprise, founded in 1976, is one of India's original IT garage startups. Its range of offerings spans Product Engineering, Custom & Package Applications, Business Process Outsourcing, IT Infrastructure Services, IT Hardware, Systems Integration, and distribution of ICT products. HCL Enterprise comprises two companies listed in India, namely HCL Infosystems and HCL Technologies. HCL Infosystems deals with hardware, system integration, network and ICT distribution, solely for the Indian market. HCL Technologies on the other hand, focuses on Transformational Outsourcing, working with clients in areas that impact and re-define the core of their business. The company leverages an extensive global offshore infrastructure and its global network of offices in 23 countries to deliver solutions across select verticals.
Eircom Limited, trading as Eir, is a fixed, mobile and broadband telecommunications company in Ireland, and a former state-owned monopolist. It is the largest telecommunications operator in the Republic, with a division to service the business & corporate telecom markets in Northern Ireland and Britain. As Bord Telecom Éireann, the company was state-owned until 1999, when it was floated on the Irish and New York Stock Exchanges.
Published: Friday, August 24, 2018
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