As the severe weather continues we are maintaining our focus on supporting the teams who are helping our customers. Our staffing levels are returning to normal and we are working extremely hard with our colleagues at Openreach to ensure we prioritise tasks.
Openreach has confirmed their primary concern is the restricted mobility of their engineers which has heavily impacted the average time taken to fix faults. Connection issues have caused high traffic volumes into the contact centres and our overall queue has risen slightly. To help and support our customers and give additional feedback on faults which are above service levels we have put in place some activities to manage these challenges:
- Daily calls with Openreach to help progress and escalate priority 1 faults and high level complaints
- Overtime has been offered to the relevant teams to help reduce our queue and support improved service levels for priority faults
- Daily activity with Openreach relating to failed order provisions which have been delayed due to resource issues within Openreach field teams
- Cross training to support our voice queues
- Continued close monitoring of traffic levels as the bad weather continues within our Network Operations Centre
- Daily queue management to ensure we are optimising our staff appropriately to give a higher level of service
- Regular calls between management team and our contact centre managers to ensure we are working together to understand the challenges we still face and discuss appropriate actions to improve our customers experience
We are doing everything we can to safeguard customer service in these challenging times and thank you for your patience and support.
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