Everything Everywhere is investing £50 million to transform customer service for its 27 million T-Mobile and Orange UK users. It’s going to redesign its service operations around handset operating systems and the devices that use them. Overall, £50 million will be invested in contact centres, high-street stores and customer-facing staff this year.
The company says this new approach is designed to meet customers’ changing needs, enabling Orange and T-Mobile staff to offer advice about devices, technology and account information without having to transfer customers between departments.
As well as creating a ‘development academy’ to train staff, Everything Everywhere is also refreshing and modernising its entire estate of high street stops.
Jackie O’Leary, Chief Customer Officer at Everything Everywhere, said “It is our goal to create the best customer experience in the UK so that customers can trust us with their digital lives. This new service approach responds directly to how our customers are now using their devices, the service they expect and how our people look after them. Being the first in the industry to champion something new is exciting and we are extremely pleased by the amazing feedback we are receiving from our customers, our people and the handset manufacturers and operating systems we represent.”