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When your customers call with a broadband service problem, a new tool from BT Wholesale could help you to provide a more efficient diagnosis and solution – and a better customer experience.
Since July 2007, the Reactive Repair Tool (RRT) has added an extra dimension to the One Shot Check available through WOOSH. It provides you with an online snapshot of a broadband circuit’s performance over the past 14 days. Details of the maximum and average Line Rate, Noise Margins, Transmission Errors, Initializations, Uptime and Line Attenuation – plus associated diagnostic tips – together present the information you need to spot where and when intermittent faults are triggered and so how best to target your investigations.
DELIVERING A BETTER CUSTOMER EXPERIENCE
With this information at their fingertips your call centre agents are empowered to run through a series of simple checks with the customer – covering such things as modem and router settings, broadband filters and changes to nearby wiring or equipment – before offering helpful DIY solutions or taking the decision to send in an engineer. For you, RRT can therefore mean important time and cost savings in managing fault reports more quickly and more efficiently. And for your customers there’s the satisfaction of a more prompt and knowledgeable response and a faster resolution of their broadband service issue.
THE FUTURE
The BT Wholesale team is already looking beyond RRT – as Senior Product Manager Sally Howard explains: "Our way forward now is knowledge-based tools – intuitive ones that can put effective diagnostics and problem-solving skills into the hands of our customers’ front-line people without the need for in-depth technical know-how. These tools are currently in development as part of a major programme for 2008 with initial trials scheduled to start at the end of January."
FIND OUT MORE
To find out more about RRT, please take a look at our short video that features comments from Rob Hamilton-Day – a Senior Manager at AOL – on how his company has been gaining from it. We also invite you to help in the development processes for broadband diagnostics tools by giving us your feedback on your experiences with RRT. Simply send an e-mail to Broadband.feedback@BT.com quoting ‘Reactive Repair Tool’ in the subject box. Or speak to your BT Wholesale Account Manager.
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Watch a video on the Reactive Repair Tool Play Video
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