News : Eir to Bring ‘Hundreds’ of Outsourced Customer Service Jobs Back In-house
Dublin, Ireland, Sept 4, 2018 -- The new chief executive of Eir says the company plans to bring "hundreds" of outsourced customer service jobs back in-house, as it tries to shake-off an image for poor customer service delivery.
Carolan Lennon, who took over the business after Eir was bought out earlier this year by French investors, said it has already moved to bring back in-house much of its credit management, field sales and retail staff.
She declined to comment on ongoing talks with its Indian call centre provider, HCL Technologies, with whom Eir has clashed over allegedly poor standards of customer service. HCL employs about 1,000 staff in Ireland on the Eir contract, as well as others back in India. Ms Lennon would only say Eir is "working with" HCL to raise standards.
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"We have started bringing outsourced customer-facing functions back in house, in order to help build a world-class customer experience," said Ms Lennon, who was speaking as Eir announced full year results that saw sales fall by 2 per cent.
"People who look after our customers should be proud of the brand," she said afterwards. "[Customer service] will be a differentiator for Eir in the future."
She also said Eir is targeting more broadband market share via a fibre rollout in cities and large towns, where she said it is under represented. She also said all staff would leave its headquarters building by the end of the year, to be dispersed at its other facilities in Dublin.
Ms Lennon also confirmed that Eir has reached a target of 750 redundancies under a severance scheme opened up under the new leadership regime.
Eir launched a widespread redundancy scheme - seeking 750 job cuts - within weeks of Mr Neil’s investment vehicle NJJ and Paris-listed telecoms company Iliad taking control of the former Irish State monopoly.
Eir had cut more than 2,000 jobs in recent years. At the end of June the company had 2,798 full time equivalent staff on its payroll.
Posted by Veronica Silva Cusi, news correspondent
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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: Thursday, September 6, 2018
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