EE launches Welsh language customer service operation

EE, which is the UK’s biggest mobile operator and part of the BT Group, is now offering Welsh language customer service through its call centre and shops in Wales.

The company is looking to cater for more than 562,000 native Welsh speakers and to support the Welsh Government’s efforts to promote the everyday use of the Welsh language.

Customers are now able to request a call from EE’s dedicated Welsh customer service via text or its official website. In stores, there’ll also be fluent Welsh-speaking staff on hand.

It’s also planning to update all its retail stores and contact centres to sport permanent bilingual signs in both Welsh and English, and will hire more Welsh-speaking staff.

To coincide with the launch of its Welsh language customer service, the firm will also enhance mobile speeds and coverage across the Wales. In early 2016, EE’s 4G network covered 40 per cent of Wales. This will grow to 90 per cent by the end of 2017.

Mobile capacity in Cardiff was also tripled for the UEFA Champions League final, which attracted tens of thousands of people to the Welsh capital.

EE also runs a contact centre in Merthyr Tydfil. Established 17 years ago, it employs almost 1,000 people and runs just under 50 apprenticeship positions.

Marc Allera, CEO of EE, said in a statement: “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.”