During the 2019/2020 Christmas and new year holiday shutdown, our public facing contact centre (Customer Assist) did a low-level trial on our interactive voice response (IVR). The objective was to direct customers calling for order or fault updates back to their retail service provider.

The trial was successful as we directed 100% of these customers to where their questions could be answered. During this period, we did not receive any negative feedback by end-customers.

What’s happening

We will be running a second four-week trial from 4 June until 10 July with a new IVR phone structure to monitor end-customer feedback and sentiment in the BAU environment.

This new IVR phone structure will be implemented to the five retail service providers that generate the most volume of these type of calls. It will allow end-customers who are looking for order or fault updates, to be routed directly to their retail service provider.

The remaining calls will continue to be answered by Customer Assist who will advise end-customers to call their retail service providers directly, if appropriate and as we do today.

For any queries, please get in touch with your Service Delivery Manager.