Don't care about CS staff only numbers - Customer Service Wifinity Employee Review

Thank you for your review. I'm glad to hear that you found the team enjoyable to work with. We're pretty proud of the skills, abilities and friendliness of our CS team. You have called out numerous concerns. Firstly, I want to say that we hear these and I have shared this post with our senior leadership team. As a member of that team myself, I spent a morning recently on the floor with CS listening to the types of calls being received. As I said to the team members when I listened in to one particular call that still required a technical solution, it is heartbreaking for us to not be able to solve a customer's issue and get first time resolution every time. We fully appreciate that there will be times when a customer may not be happy or may even be angry. We will continue to prioritise work to get the greatest outputs for our customers, aiming to make each contact a positive one. In relation to communications, in the past months structured KPIs were introduced/communicated for CS and for many these were received happily as it demonstrated standards that people could work towards. We will continue to work on our communications. The most concerning comment for me is that you believed that CS is treated differently. Everyone at Wifinity works hard. In relation to benefits, all permanent employees (including myself) have the same sick leave provisions. I am unsure if you were permanent or zero hours so perhaps that may have impacted your response. Whilst we have different departments, we are one team. I would hope that everyone felt that way and I'll be keeping my ears open when I next spend time on the phones with CS in January. Whilst Wifinity may not have been the right place for you this time around, I do wish you well in your next endeavour.