Informer 277: 24 August 2015

We are improving our process for confirming appointments with your customers to help reduce reschedules and improve the overall customer experience on fibre.

What's happening?

As part of our work to create a better fibre experience and reduce reschedules we are enhancing our process for confirming appointments and bringing it in-house to Chorus (it currently sits with our service companies) through a new dedicated fibre team.

Once received, our team will contact your end-customer within 24-hours of receiving the order. They will then set clear install expectations and provide a single 0800 customer care number for the ‘Agree’ and ‘Connect’ appointments. 

What's the detail?

We’ve been leading a project reviewing the current fibre order and delivery model through a customer experience lens.

The majority of fibre orders we receive today are submitted with an ‘Agree’ and ‘Connect’ date which has not been confirmed with the end-customer. In addition, often the end-customer is not aware of what to expect when installation occurs. 

We will add to the role we perform today by establishing a new in-house team to confirm appointments with end-customers. This will progressively transition from our service company partners from today, Monday 24 August. We expect to have all new orders processed by this team from Monday 14 September.

 You can download copies of the text, email and call scripts this team will be using. We are currently working on scripts better suited to business end-customers and will share these with you once finalised.

As we set-up and embed the team within Chorus we will continue to optimise the process and share our learnings to help you. This should help you build your capability to set expectations and confirm orders at point of sale.

We’re also looking to develop a roadmap highlighting the different levels of management available and support we may offer in the future and will share this with you when we have more detail.

Who do I contact?

To learn more about this enhanced approach to confirming appointments please get in touch with your Chorus Service Delivery Manager.