In response to the EE Community Mail message - We hope you found the answer you needed
[Start of Feedback]
The intro Answerphone system speed of speech delivery is too rapid for me to comprehend fully.
Rapid speech arrives as just a meaningless gabble. I could not understand the various option instructions. Pressing # for whatever was akin to flying blind.
In desperation, I chose the only option that offered me a hint of something understandable. Moreover, it gave me what was considered nearest to the target area.
The chosen option took me to Broadband rather than Mobile Phone, and the call had to be transferred.
The Agent was very keen to help, but probably due to the workload, he was trying to resolve the problem too quickly. Enter the speech speed demon again.
I understand the need for organisations to increase productivity, but pressure on agents will inevitably cause them to use every opportunity to progress toward that goal. Training to deal with the hard-of-hearing community will be wasted.
In common with many other organisations, EE needs to use the services of a severely impaired hearing person. Or a person with normal hearing marred by appropriately adjusted headphones.
The above may reveal the actual requirements to overcome this situation.
Headsets are not conducive to excellent communication with those with impaired hearing. Using a standard handset is not conducive to efficiency in most call-centre-style offices. There are notable exceptions to this where the entire staff of large companies, including solicitors needing privacy, all work in one huge office. Although 50+ telephones may ring simultaneously, it is only possible to hear one ringing from any workstation.
The simplest cost-effective way to handle this situation would be to provide a communication system relying on writing. Unfortunately, the only other known to me alternative to writing is the telephone Relay system, which is currently not the answer.
My experience using Relay prevented me from attempting further use because it was too complex and miserably failed to achieve the objective.
A simplified Relay system could require the caller to fill out a form:
I am calling from:……………………
I wish to contact:……………………
Message:……………………………......
Wait
Reply:………………………………........
and so on, like the average online chat.
Alternatively, EE could set up a limited access Chat System by incorporating all the essential security checks. I see this as signing in similarly to any other EE Service.
An EE message suggested I use the Forum to air my views.
I had already made contact via the Forum, mistakenly thinking it would be simple for the monitoring team to pass on my plight to the webmaster's team, who could resolve the issues.
However, I will follow up with any continuing outcome. Unfortunately, too many threads terminate prematurely.
Establishing a section other than 150 to collect written possible system failures could overcome prompt but unhelpful responses, leaving the issue to be resolved efficiently by appropriate staff.
IMO all avenues and most of the usual actions had been explored, e.g., switching to another browser, logging out and then back in and describing precisely when the system function failed.
EE need to act to improve communication with customers suffering from hearing impairment.
From this POV, the EE system is broken and does need fixing.
Regards, G
[End of Feedback]
However, the feedback may have precipitated action on the functionality of the EE bills website.
I have just downloaded the three bills needed to update my files.
Thanks for all the help received. Best wishes, G
