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16 July 2019

EE has the best call centre in the UK

EE’s call centre is the best performer among the big four providers according to social media sentiment.

The 2019 DataEQ UK Telecoms Index, which analysed 194 546 tweets directed at the EE, O2, Three and Vodafone, from 1 February 2019 to 30 April 2019 maps customer feedback to particular customer touchpoints and journey stages.

Comparative call centre performance UK telecom providers Percentage point deviation from industry average net sentiment towards call centres. EE call centre tweet

Call centres typically receive a lot of complaints on social media, which explains the industry-wide net negative performance. Despite this, EE’s call centre had the best performance, 16.5 percentage points more positive than the industry average.

Comparative call centre performance UK telecom providers

Turnaround time was an issue that drove over two-thirds of all call centre complaints. EE customers were the least affected by a slow turnaround time. EE’s also had fewer complaints about dropped calls and multiple contact attempts. Staff interaction was behind the majority of compliments about EE’s customer service.

Download the Index for a complete analysis of customer journey stages and channels for all four telecom providers.

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