Here at TalkTalk Business, we always try to listen to what our customers want, which is why we're moving our first line support services for PBX systems back to Gateshead.
We had centralised our support in Warrington, following the buyout of leading provider Executel, which had supplied telephone systems, data solutions and unified business communications in the North East for a number of years.
After launching the Centre of Excellence as our national hub for systems in Gateshead, our customers told us that they preferred the previous set up, so we listened and made some positive changes. The team in Gateshead will now take their own support calls, which will bring back the personal touch to first line support.
The move will now also see the support team at the Centre of Excellence take full ownership of calls through to resolution, which will make for a smoother process for our customers.