Congratulations to Andrew Clements, Ola Davis, Marcia Ducivaki, Dianne Gamble, Therese O’Leary, Hemangi Morgaria, Freda Patelesio, Amanda Scott-Walton, Amelia Smith and Malia Toumoua
Our Ultra-Fast-Broadband (UFB) Connect Escalations team are an integral part of the smooth running of New Zealand’s UFB connecting fibre to the premise, handling escalations, grievances and concerns on a daily basis. After a new client contract was put in place, the team identified a range of internal processes which would impact client service delivery and took a collaborative approach to find a solution that met everyone’s objectives.
It takes an enterprising team to turn a potential issue into an opportunity. Through codesign workshops, Visionstream worked together with our client, Chorus, to challenge the status quo and find ways to deliver a better all-round customer experience.
The result? The introduction of an innovative range of new systems, processes and mutually agreed KPIs that today mean better client service delivery and happier endcustomers. This includes a new email management tool, aptly named ‘Freshdesk’ for managing all incoming customer escalations.
As a result of this approach, the team have strengthened their relationship with Chorus and delivered an impressive 50 percent reduction in average resolution times.
Says Service Commitment Centre Manager, Caroline Rakich, “What’s impressive is how the team took a proactive approach in addressing an issue, in turn strengthening our relationship with our client and delivering a win-win result for all.”
Pictured below: The UFB Connect Escalations team.
