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EE Rolls Out Welsh Language Customer Service


Eager to cater to the business users of Wales, EE are going to great lengths to become the country’s preferred network of choice. This month, the network has announced that they will become the first provider to offer a Welsh-speaking customer service department.

According to the firm, they will offer Welsh language services in their shops in Wales and via its call centre in Merthyr Tydfil, just part of its efforts to improve customer service.

With customers now able to request a call from a Welsh-speaking representative via text or through the EE website, EE strive to offer a more personalised service to their Welsh customers. In stores, this ethos is continued, with fluent Welsh-speakers wearing nametags featuring the Welsh flag. The stores are also working to install new bilingual signage in both English and Welsh.

In addition to this new bilingual focus, Wales has also received a 4G boost; an update that was rolled out in preparation for the Champions League final held in Cardiff on the 3rd June. At the beginning of the year their 4G network covered 40% of Wales. However, with plans to upgrade 3G and 4G masts across the country, this rate will increase to 90% by the end of 2017. EE will also be constructing 40 new masts to ensure improved coverage throughout Wales.

EE chief executive Marc Allera said:  

“We’re working to provide our customers with the best 4G coverage and customer service in Wales.

“That’s why we’re boosting our 4G network across the country, and we’re proud to be the first mobile operator to provide the option to speak to us in Welsh, whether requesting a call back from the outstanding team in Merthyr Tydfil or visiting us in many of our retail stores across Wales.”

Arguably influenced by the demands of the Champions League final, it was reported that EE and parent company BT were accommodating fans with ‘the UK’s most powerful mobile site’. The ‘supersite’ was the first to use BT’s 10 Gigabit Ethernet solution and tripled mobile capacity in the city centre for EE customers.

Displaying an adherence to support the Welsh and English speakers of Wales, EE are fast becoming a go-to network for business users across the country.