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New hubs get to the point
Monday August 04th 2008. Posted: 12:14
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The hubs aim to get to the bottom of problems quickly
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Whose fault is it? That’s the question BT Retail and BT Global Services advisors face every time they take a call from a customer who has a problem with their service.
And making the right decision about where the problem lies is crucial to getting it resolved right first time (RFT). To improve the process, BT Design has helped to set up two new diagnostic development hubs, backed up by systems experts based in a new test and diagnostic centre of excellence at Adastral Park in Suffolk. The centre - a state-of-the-art facility with video links to support sites in India and China - is led by BT Design unit manager Mark Power. He said: “The centre brings together systems experts from every part of BT. Service people from our broadband communication provider customers are also involved. “The significant experience within the centre of excellence is a powerful tool for improving our RFT and cycle-time performance and increasing customer satisfaction.” The BT Design end-to-end customer experience transformation team is responsible for solving some of the most complex, cross-organisational problems. Chris Garner, BT Design’s head of group trouble-to-resolve customer experience programmes, leads the team that is working with the market-facing units to help improve fault diagnostics. Chris said: “We support our customers in many ways. They may just need some friendly help which we can provide straight away, there may be a need to dispatch an Openreach engineer, or there could be a fault in the exchange needing attention by BT Operate. “If we don’t get to the right diagnosis straight away, it doesn’t matter how slick our follow-on processes are. We may be excellent at sending out a new Home Hub or stabilising line rates but, if we don’t diagnose the problem correctly, we annoy customers and waste our own resources. This is why we have decided to set up the diagnostic development hubs.” One of the first new hubs is in Newcastle and focuses on broadband for consumers, while the other is in Blackburn and deals with broadband and phone lines for businesses. BT Retail service operations manager Janice Mather - who manages the consumer hub in Newcastle - said: “We have an exciting opportunity to drive improvements across our fault diagnostics and really make a difference to the service our customers receive.” BT Retail project manager Catherine Brand - who manages the Blackburn hub, which is supported by the converged technical helpdesk incubator - said: "The diagnostic hub allows our convergence strategy to be realised in tight timescales. We need to quickly identify and resolve problems and help all our teams to maximise our effectiveness in delivering BT’s key RFT objective across the business." A further two hubs in BT Global Services are planned in Edinburgh and Brentwood, focusing on ISDN30 and multi-protocol label switching.
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Last updated:
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