Anasa here 👋 I'm sorry to hear that you've not had the best customer experience, I know how frustrating this can be for you with long call wait times 😰 as mentioned we've experienced a lot more calls that expected due to the price cap and the government funds this year that all happened suddenly without much of a warning.
Working from home is actually one of the best things to come out of EON Next, it means that we can be available for our customers 24/7. Our day teams work 9-5pm Monday to Fri so imagine how it would be if none of our customers could get hold of us after that time?
Whilst working from we can work around the clock at weekends where as this would not be possible if we were working from an office. Especially taking in the time it takes to commute to work, being stuck in traffic.. all these hours can be spent productively serving our customers.
As we are working from home and can cover more hours we have been able to work across more social media channels, recently introducing WhatsApp.
We are working as fast as we can to get to our customers as quickly as we can via whatever channels possible but it has been very busy since the price cap announcement and hopefully will settle down towards the beginning of the year.
We have taken on board lots of feedback on how to improve customer service so we do appreciate any feedback we get to make customer services running more smoothly. It will be interesting to see how we are doing this time last next year 😊