9th Jun 2017
EE, the UK’s biggest mobile operator, has announced that it will offer Welsh language customer service to cater to some of the 562,000 native Welsh speakers in the country.
The service will be available both on the phone and in store thanks to bilingual staff – with Welsh signs put in place in retail stores across the country, too.
In-store, sales assistants will be identifiable by a Welsh national flag on their badge. Over the phone, customers who wish to speak with a customer service assistant who is fluent in Welsh will need to send a text message or online request.
Marc Allera, EE CEO, said: “We’re working to provide our customers with the best 4G coverage and customer service in Wales. That’s why we’re boosting our 4G network across the country, and we’re proud to be the first mobile operator to provide the option to speak to us in Welsh, whether requesting a call back from the outstanding team in Merthyr Tydfil or visiting us in many of our retail stores across Wales.”
According to the latest UK Customer Satisfaction Index from The Institute of Customer Service, the telecommunications and media sector as a whole has a long way to go – it still remains the lowest ranked sector at 73.6 out of 100.
However, there are signs of improvement. For “right first time” experiences, the sector has seen an increase of 8.6 percentage points since last year, though it still remains the sector with the lowest reports of right first time – 68.4% of customers say their most recent interaction was right first time, compared to UK average of 77.8%.