How were Eir complaints staff instructed to treat a complaint? Why are Eir saying this instruction is being used ‘out of context?’ And how does this effect Eir customers?
 
Telecoms company Eir was fined €7,500 in court today after pleading guilty to 12 counts of breaching regulations governing how complaints should be handled by providers.
 
However, it says the paragraph relating to staff instructions around customer complaint telephone numbers and websites was “taken out of context”.
 
It added that this was part of “training material for new customer service agents”, requiring agents to transfer a call rather than asking a customer to call a second time. 

Irish Independent Tech Editor Adrian Weckler hosts this award-winning business podcast which dives deep into the biggest industry advances and tracks the key movers and shakers behind the innovation. From interviewing Big Tech CEOs to investigations into how tech affects our working lives, the show has become Ireland’s most listened-to technology podcast.

Every week we analyse the big tech issues, interv…

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Eir complaints staff told “under no circumstances” to provide customers with complaints number

Why do some companies still see remote working as a positive force for their workforce? How can leadership teams adapt? And how is Ireland informing the culture as a global powerhouse?

On The Big Tech Show this week, Adrian is joined by eBay Ireland Site Leader and Senior Director of Customer Experience, Siobhan Curtin.

From answering phones to running global operations: the meteoric rise of eBay’s Siobhan Curtin

Is remote working creating a mental health crisis? Are those working from home overeating? And what can be done to improve mental health in the digital workforce? 

On The Big Tech Show this week, Adrian is joined by the CEO of mental health and wellbeing platform Kara Connect, Tobba Vigfusdottir. 

Kara Connect has done research this year showing that in 2024 mental health issues cost an employer €1,500 per employee per annum. 

Vigfusdottir says that since the pandemic we have seen a surge in mental health issues because of two factors: our relationship with phones changing and the de-stigmatization of mental health issues. The latter has led more people to enlist the help of mental health services. 

The Icelander pointed out that the younger generation of workers beginning their careers are arriving in the world of work very stressed. She gave the statistic that almost 46 percent of young workers feel bad or anxious most of the time which is contributing to psychiatric waiting lists. 

Tobba stated that those who work from home have most difficulty in physical health and nutrition. She said that nutrition issues then compound, and the worker feels a sense of shame at the prospect of returning to the office. 

You can listen to the full episode here on the Irish Independent website or wherever you get your podcasts.

Overeating and mental health problems: the hidden costs of remote working 

What tech do you bring abroad when you travel? How do you avoid getting completely ripped off on roaming charges? And what are some of the hacks you should know about? 
On The Big Tech Show this week, Adrian is joined by the travel editor of the Irish Independent, Pól Ó Conghaile. 

Eir complaints staff told “under no circumstances” to provide customers with complaints number

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