Our customers often tell us how much they value the quality of Telstra Wholesale’s service. Such service relies on a dedicated team of professionals with a vast knowledge of telecommunications and Wholesale’s service delivery systems. General Manager Customer Operations Jim Skouteris tells us more about the team behind the service.
“We are always seeking ways to improve the quality of our service. Our big focus right now is on cross-skilling our people so we can create a more flexible, skilled workforce that can streamline its service to our customers,” explains Jim.
“Ultimately what this would mean is that when our customers contact our service centres, the person who answers the phone will be able to deal with all their needs.
“Our people have an incredible depth of knowledge about telecommunications generally and specifically about the technology we use to serve our customers.
“Across the team, they have experience in data, broadband, voice, internet, IPND, complaint handling and billing.
“This means our customers can rely on us to provide the expertise they need to manage their own businesses via a range of channels including phone, email and LOLO. A number of these channels – provisioning and ordering - are available all day, seven days a week which allows our customers to manage their orders when it suits them.”
The proof
- We action more than 98 per cent of orders on the same day they are received.
- We answer more than 80 per cent of calls from our customers within 15 seconds.
- We complete more than 80 per cent of written billing enquiries within six days (our contractual commitment is 80 per cent within 10 days).
Looking ahead
Like all successful teams, the group continues to look for ways to improve its service delivery.
“Our commitment is to investigate all touch points with our customers to ensure we continue to deliver a high-level level of customer service,” says Jim.
“For example, we have been conducting billing reviews with selected customers to better understand the issues they sometimes experience with our billing services. Once we have developed solutions to these problems, we will roll-out improvements to all customers.
“We also plan to reduce how long it takes us to process written billing enquiries our customers send us from up to six days to a maximum of four days.
More information
www.telstrawholesale.com or contact your business operations manager or your account team.
