Boards.ie uses cookies. By continuing to browse this site you are agreeing to our use of cookies. Click here to find out more x

eir Representatives

N/A
Response Time
N/A
Response Rate

We're online:

Monday - Friday: 12pm - 5pm

Why does a communication company not know how to answer the phone?

29.03.2019 11:37 #1
On hold for 50 mins went from customer care to loyalty, think I'm being sent back to customer care. The guy Rob said so what do you want me to do about it. Maybe the call waits are so the can retrain their loyalty staff on what loyalty and customer service means. Another classic quote was will you let me speak for a second. I think that's what I'm meant to say after being on hold for 50 mins? Won't let me speak to a supervisor, won't give me a direct line or his surname. Quality.
1 thank
29.03.2019 11:39 #2
Originally posted by pywacket
On hold for 50 mins went from customer care to loyalty, think I'm being sent back to customer care. The guy Rob said so what do you want me to do about it. Maybe the call waits are so the can retrain their loyalty staff on what loyalty and customer service means. Another classic quote was will you let me speak for a second. I think that's what I'm meant to say after being on hold for 50 mins? Won't let me speak to a supervisor, won't give me a direct line or his surname. Quality.

It did give my time to text eir chat and get told to ring customer service, also to change my facebook profile pic, tweet eir, catch up on some correspondence, so it's not all bad.
29.03.2019 11:41 #3
Originally posted by pywacket
Originally posted by pywacket
On hold for 50 mins went from customer care to loyalty, think I'm being sent back to customer care. The guy Rob said so what do you want me to do about it. Maybe the call waits are so the can retrain their loyalty staff on what loyalty and customer service means. Another classic quote was will you let me speak for a second. I think that's what I'm meant to say after being on hold for 50 mins? Won't let me speak to a supervisor, won't give me a direct line or his surname. Quality.

It did give my time to text eir chat and get told to ring customer service, also to change my facebook profile pic, tweet eir, catch up on some correspondence, so it's not all bad.

Actually it's an hour and eight minutes now. Time flies.
29.03.2019 11:41 #4
You won't get much help on here, Eir have deiced to close this forum today. 
1 thank
29.03.2019 12:08 #5
Originally posted by tuxy
You won't get much help on here, Eir have deiced to close this forum today. 

No way. Thanks for that. That is an irish solution to an irish problem. After 1 hr 23 going from customer service to loyalty to customer service I got cut off. Trying twitter now.
29.03.2019 12:17 #6
Originally posted by pywacket
On hold for 50 mins went from customer care to loyalty, think I'm being sent back to customer care. The guy Rob said so what do you want me to do about it. Maybe the call waits are so the can retrain their loyalty staff on what loyalty and customer service means. Another classic quote was will you let me speak for a second. I think that's what I'm meant to say after being on hold for 50 mins? Won't let me speak to a supervisor, won't give me a direct line or his surname. Quality.


Originally posted by tuxy
You won't get much help on here, Eir have deiced to close this forum today. 

We are sorry for the long wait time.  A few months ago, eir announced that we would bring our customer service back in-house. We’re now more than halfway through that process, which includes recruiting for 750 customer care jobs in our new regional hubs. During this time of change, customers have experienced longer wait times but we’re doing everything we can to minimise the disruption and we're working as hard as possible to get our wait times down. 

Since October, eir has hired and trained 315 new front-line staff across our three new sites and 220 staff have transferred over to eir. Every week more than 40 new care agents complete training and begin taking calls, with performance improving every day. We firmly believe these changes will result in a better experience for eir's customers in the long term, thank you for your patience in the meantime."
29.03.2019 12:19 #7
Originally posted by eir: Linzi
Originally posted by pywacket
On hold for 50 mins went from customer care to loyalty, think I'm being sent back to customer care. The guy Rob said so what do you want me to do about it. Maybe the call waits are so the can retrain their loyalty staff on what loyalty and customer service means. Another classic quote was will you let me speak for a second. I think that's what I'm meant to say after being on hold for 50 mins? Won't let me speak to a supervisor, won't give me a direct line or his surname. Quality.


Originally posted by tuxy
You won't get much help on here, Eir have deiced to close this forum today. 

We are sorry for the long wait time.  A few months ago, eir announced that we would bring our customer service back in-house. We’re now more than halfway through that process, which includes recruiting for 750 customer care jobs in our new regional hubs. During this time of change, customers have experienced longer wait times but we’re doing everything we can to minimise the disruption and we're working as hard as possible to get our wait times down. 

Since October, eir has hired and trained 315 new front-line staff across our three new sites and 220 staff have transferred over to eir. Every week more than 40 new care agents complete training and begin taking calls, with performance improving every day. We firmly believe these changes will result in a better experience for eir's customers in the long term, thank you for your patience in the meantime."

I firmly believe you should fire whoever managed that project!
29.03.2019 12:28 #8
Is this the first time Eir has admits to letting go of the outsourced call centre long before they had something to replace it?
Until now the official line on here was that there had been an ongoing unusually large number of calls for 6 months. 
1 thank
Reply to thread
Bold
Italic
Underline
Strikethrough
Align left
Center
Align right
Bullet list
Insert an image
Insert an emoticon
Insert a YouTube video
Remove Formatting
View source
Please Log In or Sign Up to join the discussion