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- The contactless customer: A more hospitable approach to digital transformation
- The full fibre future is now: Is retail ready for the big switch off?
- The road to success: How digital solutions are whipping the logistics industry into shape
- Why should your business consider switching to 10GB ethernet?
- Women in Leadership
- 2022 will drive a new need for speed
- Reflecting on COP26
- It’s time to get back to business
- Cardiff: An ultrafast city
- The connectivity market is changing fast: it’s time to upgrade
- TalkTalk is one the best places to work in the UK!
- TalkTalk Business: Finalists in Comms Council UK Awards 2021
- Business Full Fibre can drive post-lockdown success
- The new need for speed
- Ofcom report: UK digital dependency driven to new heights during lockdown
- Business Full Fibre - the what, where and why of full fibre
- Ultrafast Business Fibre: what it is and why you might need it
- Ultrafast Business Fibre is your back to business game changer
- Hybrid Working
- Our approach to customer service
- Supporting hybrid workers with our new cloud-based unified communications offering
- Why does Business Ultrafast Fibre matter to my business?
- Business New Year’s Resolutions
- FTTP FTW! New Research: Full Fibre Most Energy-Efficient Connectivity Method
- Five myths and misconceptions about Business Ultrafast Fibre
- Getting up to speed – Everything you need to know about Business Ultrafast Fibre
- Ready to supercharge your connectivity?
- Controlling costs is just one reason to move to cloud
- The New Business Wi-Fi Hub
- Business as unusual - making homeworking work for the new normal
- Working from home - is residential broadband up to the job?
- What’s the value of an empty desk? How homeworking could help balance the books
- Mitel Platinum Partner - We did it again!!
- Get an hour back every day
- What is a Leased Line?
- One thing you never hear in the office
- Prepare for the workplace of 2025 today: 3 simple steps
- 5 things you should consider before moving to the cloud
- What will the future of collaboration look like?
- The Northern Agenda
- How will machines unleash your business’ potential?
- Are UK workforces ready for the ‘Fourth Industrial Revolution’?
- What we learnt at Accelerate Her 2017
- Saying goodbye to legacy systems - ensuring a migration is trouble-free
- 5 tips to for a better work-life balance
- How our network investment helps digital transformation
- Telco forecast: what to expect in 2019?
- 4 connectivity options to consider when building a resilient network
- Hosted Voice – It’s time to make the move
- 3 reasons why you should consider Business VoIP in the next 6 months
- 4 top tips for hiring the best staff
- Businesses in the Gigabit fast lane
- A beginner's guide to CPaaS
- Soapworks - A home to be proud of
- 5 TED talks you won't want to miss
- 5 reasons to consider an IPVPN solution
- You’re busy right? But are you as productive as you think?
- Collaborating with Openreach to clear Britain’s Ethernet installation backlog
- The Future of Retail
- World Cup 2018: Watch it, tweet it, stream it
- 4 tips to thrive on Black Friday and Cyber Monday
- Flexibility and connectivity for the modern era
- Helping Manchester based SMEs succeed in 2021
- CityFibre Ethernet Access Circuit Promotion
- Mitel 10 Reasons
- Nobody can slow your business down with a dedicated leased line
- It’s time to get back to business
- Should Direct Internet Access be at the heart of your business?
- How SD-WAN is changing the game for IT teams
- Introducing the TalkTalk Business Referral Scheme
- We’re finalists in the UK Complaint Handling Awards 2022!
- Small Businesses Buoyant in Run up to Christmas
- Join us in making the climate crisis history
- Lockdown Lessons
- Mental Health and Wellbeing: Helping our Colleagues
- Challenge 2030: How We're Helping Make the Climate Crisis History
- TalkTalk Business Critical Infrastructure Update
- How to help your staff get the most from their home connectivity
- TalkTalk Business picks up “Best Business” award at ITSPA this year
- Partner Restructure
- Britain's businesses prepare for hyper- speed
- Employees want tech to improve productivity
- 1 in 3 British employees expect more workplace flexibility in the next decade
- Peace of mind matters. So why leave your resiliency to chance?
- Only 1 in 5 workers see AI as a threat
- Are businesses ready to cope with tech advances?
- Preliminary FY17 Results
- TalkTalk Business Awarded Mitel Platinum Partner Status
- UK workers say OMG to RFID chip tracking
- Spend on Small Business Saturday up 15% to £717 Million
- TalkTalk Business launches new suite of Cloud-ready connectivity products
- TalkTalk Business appoints Duncan Gooding as Chief Operating Officer
- TalkTalk launches FibreNation
- TalkTalk Business first to launch business-grade broadband packages to address huge surge in working from home
- A rapid response: how we’ve delivered critical connections during COVID-19
If you’ve had a chance to read some of our earlier instalments, you’ll already be aware of how we’re collaborating with Openreach to improve Ethernet provisioning for you. It fits into our wider drive to make TalkTalk Business the easiest provider to do business with.
Our focus for improving Ethernet provisioning broadly fits into 3 main objectives:
- Reducing the time taken to carry out new installs
- Reducing the install backlog, or Work in Progress (WIP)
- Improving Openreach's communication with customers during the installation process
In this blog, I’m going to cover objective 3; improving Openreach’s communication. This is a huge area of focus for TalkTalk Business as the status quo simply isn’t acceptable. There’s a lot of work to be done, but I’m pleased to say we are pushing the envelope with Openreach and seeing good progress.
So how have we been improving the communication?
Regularly communicating with our customers
We believe communication and efficiency are key to good service and know that we can’t keep you up to speed with silence. You want your services provided in a timely manner, but you also need constant communication to better understand the installation process, and resolve any issues as and when they. Even the most patient among us will expect an update from their service provider if they have a problem. A lack of communication can also make it difficult for you to plan appropriately and makes managing expectations with stakeholders within your own business very difficult.
That’s why at TalkTalk Business, we’ve set ourselves a new baseline metric for communication, which we call the 5 day Customer Ready Update (or CRU). You can now expect updates once every five days, and every 24 hours if there is a difficulty which puts the installation into jeopardy. We now measure and track all our communications with customers and Partners to ensure that we’re meeting these minimum requirements for responsiveness, keeping you informed and therefore empowered.
In Q2 of this year our success rate for the 5 day CRU was at 95%, up from 50% in Q4 of last year. So we are making great strides and need to maintain that momentum.
Developing new updates to make our customers happier
Regular communication is great, but only if the quality of the updates are of a high standard.
Often these updates are dependent on Openreach and currently, its updates are often created from the engineer’s notes, which can be lacking in detail and inconsistent in format. To remedy this, TalkTalk Business has held joint workshops with Openreach to design a new update format that is clear and straightforward and at each point sets the expectation of what happens next. This work has been driven directly from the feedback that we’ve received from our customers and Partners. After all, you know better than anyone else what you want and what will ultimately make your lives easier. This will come to fruition as Openreach rolls out this new process and we expect our customers to benefit from this at the early part of the new year.
Thanks to the steps we have taken with Openreach, we’ve seen very positive feedback from our customers and Partners in our Voice of the Customer programme. But we know there is still a long way to go to get the levels of service that we as an industry can be proud of. By continually working with Openreach to improve the channels of communication, we will look to further improve customer experiences in the year ahead.