Timmy Dooley (Fianna Fail) | Oireachtas source

Eir is bringing people in house, onshore, into same the time zone and into an environment where there is a better understanding between customer and customer care centre. The reality is that the pressure came on during the pandemic, though Eir could not have been able to see around that corner. I get that completely. However, it is clear to me that when the pressure came on, the staff were either ill-prepared, ill-trained or not suitable. I might argue, with some justification, that the reason for that is that Eir is low-balling on the pay side. It is not getting a quality or level of staff who are prepared to go the extra mile or who are capable of doing the work. Eir is going to have to look at its pay structure if it is going to get the kind of staff who can deliver the service the public wants.