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Eir hires leading to ‘significant improvements’ – Lennon

CEO praises customer service boost in response to criticism

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Carolan Lennon, Eir chief executive

Carolan Lennon, Eir chief executive

Carolan Lennon, Eir chief executive

Eir chief Carolan Lennon has said recent hires by the company are leading to “significant improvements in waiting times” for people ringing its customer service.

The service has been criticised over the past year.

Ms Lennon said the company has hired more than 235 new care agents in recent months, leading the improvement.

“The average wait time for our main care line has been five minutes over the last two months, and complaints to ComReg have been reduced significantly, down more than one third in the last three months,” she said.

Her comments come as the telecoms firm reported a fall in revenue in the three months to December 31.

During the period, revenue at the country’s biggest network declined 5pc to €297m, according to a trading update from the company.

Eir’s reported earnings of €147m for the three months, which is the company’s second-quarter trading period.

Meanwhile, operating costs reduced by 5pc to €91m.

The number of fibre broadband customers on Eir’s network increased by 9pc year-on-year to 798,000.

Eir’s postpay mobile base increased by 16pc to 815,000, the strong growth in mobile customers was driven by Eir’s GoMo, a discount offering.

The Eir TV base increased by 8pc to 81,000.

“As we have all seen over the last 12 months in particular, connectivity is more vital now than ever before,” said Ms Lennon.

"I am committed to ensuring that all Eir customers will enjoy the best quality service available on the market.”

The company is currently in the middle of a €1bn capital investment programme. Eir said it has continued to roll out fibre and mobile upgrade programmes “at pace” and in line with Covid-19 safety guidelines.

“The entire network has proven exceptionally resilient and has plenty of capacity whatever happens,” Ms Lennon said.

In January, Eir announced it had acquired the Dublin-based Evros Technology Group in a deal worth up to €80m. That €80m price tag is “subject to the future business performance” of Evros, according to a statement from the two firms last month.

Last year, Evros had revenue of €91m and earnings before tax of €9.1m.

Evros is an IT services and infrastructure firm that installs hardware and software from brands such as Dell, Microsoft, HP and VMWare.

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