Business Irish

Tuesday 19 March 2019

Eir says poor customer service a 'key priority'

Carolan Lennon: Eir chief executive
Carolan Lennon: Eir chief executive
Ellie Donnelly

Ellie Donnelly

Eir chief executive Carolan Lennon said tackling a poor reputation for customer service, which she blamed in part on temporary disruptions, was now a "key priority" for the telecoms operator.

"Four months ago, we announced that we would bring this back in-house... which includes recruiting 750 customer care roles within our new regional hubs in Cork, Limerick, and Sligo.

"During this time of change, customers have experienced longer wait times than usual or acceptable.

"We are doing everything we can to minimise the disruption," she said.

Eir has hired and trained 300 new staff across its three new care hubs, she said.

"We firmly believe that these changes will result in a better experience for Eir's customers in the long term."

Eir has €222m in cash sitting on its balance sheet, up 64pc in a year, the company said yesterday.

Financial results for the three months to the end of December show revenue was €322m, stable compared to the same time in 2017.

In April last year French billionaire Xavier Niel completed a €3.5bn acquisition of the former State monopoly.

The latest results show earnings before interest, taxation, depreciation, and amortisation increased 15pc to €141m at Eir in the three months to December 31.

Operating costs of €105m were down 15pc or €19m year-on-year.

Eir reported "solid" broadband growth, with 936,000 customers. It had 1,045,000 mobile customers.

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