iD mobile selects Waterford firm 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.

The call centre will provide information and detail on the new operator for Irish customers who can sign up following the 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.

Matthew Vallance, CEO at HGS Europe said, “We welcome this opportunity to partner with Eishtec and iD to bring a unique mobile offering to Ireland.  We are confident the benefits of intuitive self-service and speedy knowledge base technology will encourage faster resolutions and higher customer satisfaction for iD customers”.

iD is an MVNO and will utilise Three’s network infrastructure to deliver its services.