EE’s Renewed Focus on Customers Pays off in Spectacular Fashion

October 19, 20183min

EE is one of the biggest names in UK communications, and is now one of the premier names in British Customer Experience, with the brand winning no less than four titles at the 2018 UK Customer Experience Awards.

A team of the company’s representatives secured two Gold wins and two Silver successes at the Wembley Stadium event, following presentations to judges that included outlining how EE went from having the industry’s most Ofcom complaints in 2015, to one of the fewest this year.

This radical transformation is down to a complete overhaul of Customer Experience, with a huge emphasis on making interactions with customers “personal”. Initiatives included the onshoring of all EE contact centres so that 100 percent of calls are answered in the UK and Ireland, and the implementation of new technologies such as Remote Support (‘FaceTime for TechSupport’).

An EE spokesperson explained: “Our goal is to deliver truly personal interactions to our customers, and ultimately become

number one for customer service in the industry. We want to ensure that by personalising our values and examining customer behaviours, we will start to see a step change in our key contact centre performance indicators. Our main goal is to improve both our overall Relationship Net Promotor Score (NPS), as well as the call centre elements of the relationship NPS.
“We’re also keeping a very close eye on our specific contact centre KPIs to ensure that we see improvements in our transactional NPS results.”
EE were awarded Gold in both the Best Contact Centre Large and Best Technology & Telecoms categories, while they claimed Silver in Best Employee Engagement – The Voice of Employees and Best New Improved Product or Service.
Meanwhile, the Silver winner in Best Contact Centre Large was Webhelp UK, while Barclays Global Service Centre earned the Bronze title. In Best Technology & Telecoms, Octopus Energy were named Silver winners, while Vodafone UK claimed Bronze.

Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME


UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Editor
Paul Ainsworth
paul@cxm.co.uk

For general inquiries, advertising and partnership information:
aleksandar@awardsinternational.com
Tel: 0207 1932 428

For Masterclass enquiries:
vuk@awardsinternational.com
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN

JOBS IN CUSTOMER SUPPORT

Find a job in customer support with Jobsora


Newsletter


male enhancement: suppository walmart masculine lunch bags make you penis longer top 5 supplements dick train how much viagra to take first time average penile length by 13 best otc for erectile dysfunction noxitril pills increase testosterone levels pills stay harder longer pills sustaining an erection v max male enhancement how to get a longer cock do surgery abnormal big cock viagra lyrics herbal for impotence does erectile dysfunction go away old man and cat manga does nitric oxide supplements work l arginine blood flow foods to improve erectile dysfunction cobra pills h3h3 is going down photos of male penis merch by amazon advertising man tea rock hard formula reviews pumped up dicks cbd libido average dicksize for a 18 erect mega xl pills agless male what is levitra

vape: vape cartridge box packaging dabbing vape juice xhale vape city voopoo drag nano cyln yellow sour watermelon vape juice juul pod knockoffs koi cbd vape juice in store diy ecig box mods electronic cigarette e liquid ecig works locations ego t e cigarette kangertech subtank leaking fda e cigarette regulation act how to put batteries in voopoo drag 2 stingray x mods best mech mod clones stick prince leaking ecig resistance difference when to change coil box vape juice variable wattage e lites e80 electronic cigarette starter kit tugboat mod price uwell crown 3 tips best mech mod under 100 fidget spinner romper smok al85 software update vaping when sick smok tfv8 vape bands e cigarette vs tobacco crown by uwell tank e cigarette compared to cigarette voopoo custom images voopoo drag prices

cbd oil: buy cbd oil near me best cbd pills for anxiety cbd warehouse try the cbd cbd roll on pain relief is cannabis an anti inflammatory strains high in cbd cbd oil and prozac cbd oil helps with cbd oil for arthritis pain cbd oil for essential tremors cbd flower denver charlottes web cbd coupons pain definition medical charletts web cbd oil cbd online cash cbd hemp seed varieties rsho cbd oil what dosage of cbd should i take cbd fibromyalgia patch flight centre auckland cbd genesis 1 mayo clinic bad reviews cbd oil for vaporizer cbd oil effect on testosterone what is cbd oil and what is it used for pill bottles wholesale why cbd in skincare our reviews cbd oil in blood test review complete relief cbd oil does cbd come up on a drug test can i take cbd oil out of the country cbd pain relief

weight loss: omega 7 weight loss dosage natural weight loss pills reviews peanuts weight loss effective weight loss tips average weight loss on adipex two month weight loss weight loss after partial thyroidectomy weight loss los angeles modiface weight loss no carb no sugar diet weight loss best pre packaged meals for weight loss home remedy for weight loss triplex weight loss list of fruits for weight loss tnt weight loss pills himalayan salt sole weight loss 3 step weight loss where can i buy ace diet pill weight loss pills big name weight loss supplement for teens phentermine diet pills walmart unexplained rapid weight loss rapid fat loss diet pills unhealthy weight loss pills bontril diet pills side effects desmond harrington weight loss quick weight loss center forum what birth control causes weight loss diet pill that works like phentermine high protein weight loss diet side effects of dieting canada diet pills online cell u loss reviews cycling for weight loss program