iD mobile selects Eishtec as customer service partner
iD, Ireland’s newest mobile operator, has selected Waterford firm, Eishtec, as its customer service provider it was announced today.
Eishtec will provide the full customer care function from its Waterford headquarters, where the iD customer call centre and technical support will be located.
Staffed by experienced Eishtec customer care professionals, the call centre will provide information and detail on the new operator for Irish customers who can sign up following launch later this summer.
iD, a €30-million investment by Dixons Carphone in Ireland, is targeting 6% of Ireland’s mobile market within the first five years.
Commenting today, Paul Walsh, Head of Operations at iD, said the company has ambitious plans and customer service is paramount to their delivery.
‘Our plan is to deliver an offering that is not currently available in today’s mobile market. Key to this is our ability to provide innovation underpinned by first-class customer service.
‘As a fast-growing and innovative firm, Eishtec can draw upon a wealth of telecoms experience as a leading customer service provider in Ireland. Partnering with an Irish firm was a key part of this strategic investment by the Group in Ireland. We were keen to partner with a company that understands our business, understands our customers and most importantly, believes firmly in delivering a service that ensures consumers feel valued and understood. We know Eishtec will deliver on our ambitions.’
Eishtec, founded in 2011, employs 1,100 people across three locations in Waterford, Wexford and Craigavon in Northern Ireland.
Heather Reynolds, Operations Director at Eishtec, said: ‘We’re pleased to have been selected as iD’s customer service partner and excited by the opportunity to work with an ambitious and innovative telecoms venture. Providing world-class customer service is the foundation of our business and we’re looking forward to offering a great customer service experience to iD customers.’
Global business process management expert, HGS, will provide the technology platform for delivering web self-service and knowledge base management for iD
The Dixons Carphone mobile operator, which will have its own distinct brand, will have dedicated capacity on Three’s network infrastructure.
The Group is confident that their track record as Ireland’s biggest mobile phone retailer, combined with retail and mobile expertise, consumer credentials, and knowledge of the market perfectly positions Dixons Carphone to make a real impact in the Irish mobile market.
With over 119 stores nationwide, Dixons Carphone is Ireland’s largest independent electrical and communications retailer, employing over 1,050 people.
Established in 2011, Eishtec is considered the fastest growing startup in the history of the state. Eishtec is an outsourced data analytics and contact centre providing tailored solutions to businesses who believe in the importance of their customers.
Eishtec’s rapid growth saw the company grow from nine people in 2011 to over 1,100 by the end of 2014, across two sites in the South East of Ireland and a third site in Northern Ireland which was added in March 2015 to strengthen their position in the UK marketplace. The focus of the business is to consistently deliver an experience which challenges the standards of service, ensuring customers feel valued and understood. All at Eishtec are passionate about delivering excellent customer experience and are committed to working with their partners to enhance customer loyalty and satisfaction.