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Carolan Lennon, Eir’s CEO, says it was a “mistake” to set up a customer service center in Sligo, adding that the city did not have the necessary skills.
He said this was a contributing factor to Eir’s poor customer service this year.
Ms Lennon made the remarks yesterday before an Oireachtas committee.
“This is a mistake we made in choosing Sligo to build from scratch,” he said. “There was no history of contact centers in Sligo. This meant that when we hired local staff, many of them came from retail or hospitality stores. That was a challenge. It took us longer to train them. “
He said that due to these difficulties, the call center was delayed in opening and the staff had relatively little experience when the pandemic hit.
When asked about her comments on Sligo, Ms. Lennon clarified that she did not mean to offend Sligo, that the issue was a “strategic” challenge.
Ms. Lennon said Eir lost 80 customer service employees this year and was unable to replace them due to a hiring freeze. Previously, Ms. Lennon has apologized for “unacceptable” customer service issues.
“Our challenge has been to provide quality care service to our customers at a time when our retail stores were closed,” said Ms. Lennon.
“We moved hundreds of remote service agents overnight, effectively freeze new recruiting and training due to health regulations, and saw a 30% increase in call volume compared to the same period in the past. last year. The result was longer waiting times than is acceptable to our customers and I fully apologize for this. “
Where RTÉ s Stellar hour Last night, Comreg Commissioner Robert Moulik criticized the operator.
“The problems with Eir were so deep and so troublesome that customers were really left out,” he said. “That is very unacceptable.”
Irish independent
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