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TELECOMS service providers Eir and Vodafone have promised to improve their customer service after they were summoned to a meeting with Tanaiste and the communications minister.
Anaiste Leo Varadkar and Communications Minister Eamon Ryan told telcos that there is widespread dissatisfaction with the customer service standards they provide.
Eir has received the strongest criticism.
Last week, Mr. Ryan said that Dáil Eir’s customer service was “totally unsatisfactory and something the company will have to address.”
Ceann Comhairle Sean Ó Fearghaíl said Eir’s service was “appalling” and raised “deep questions about whether ComReg is doing its job.”
Customers have been greatly frustrated when trying to contact the customer service staff at the utility company to report bugs, change mobile phone SIM cards, or switch providers.
There have also been complaints that calls are cut off, customer agents are rude or unhelpful, and that routine problems are not resolved, despite promises.
Varadkar said that several of his constituents had contacted him about Eir. The problems were “causing great frustration” for customers.
He said the meeting with Eir representatives was helpful.
“It was good to hear from the companies first hand. Both companies set their plans to solve the problems that cause problems, so I really hope that things will improve soon for customers, ”he added.
Minister Eamon Ryan said he expected consumers to see improvements in Vodafone and Eir services soon.
He said it was important to convey the level of dissatisfaction experienced by people who are doing their best to work from home.
Eir, whose CEO Carolan Lennon attended, did not comment on the meeting.
But he insisted this week that streamlining waiting times for customers who contact him is his top priority.
“The average wait time for care in the last week was less than 10 minutes, and while this is not where it should be, we are making steady progress and we would like to apologize for the delays some clients have experienced,” said Eir.
It said the Covid-19 pandemic has made managing its call centers in Sligo, Limerick and Cork a challenge, with more than 400 care agents forced to work from home overnight.
Eir has also seen a dramatic increase in call volume as more households work and learn from home, he said.
He has hired 92 people to his care team since the summer, with more expected to join in the coming weeks.
Vodafone, which was represented by Executive Director Anne O’Leary, did not comment on the meeting with ministers.
But he said earlier this week that the Covid-19 pandemic has brought challenges to his business.
It added that this month it employed 100 new customer service agents who are currently undergoing a rigorous training process.
The new agents will be in place from the beginning of December.
“We will continue to train our agents with the knowledge, skills and training they need; and doing the right thing for our clients through each and every one of the interactions they have with us, ”said Vodafone.
Ms. Lennon de Eir and other representatives are due to appear before the Oireachtas Transportation and Communications Committee next Wednesday.
Online editors
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