Great Together: Dedicated to making things simple
Great Together: Dedicated to making things simple
As our brand campaign comes to an end, we’re finishing things off with one of the most important themes to us.
At TalkTalk Wholesale Services, we’re on a mission to be easy to do business with. We are dedicated to making things simple for our Partners, so you can continue to focus on winning.
Partner feedback drives our agenda
Your feedback is extremely important to us, and we use your feedback through our customer satisfaction survey (CSAT) to improve our service and products for you and your customers.
This is what our Partners think we’re doing well at:
- Provisioning – Great delivery lead time
- Account Management – Strong relationships with Partners
- Portals – Easy to use
We recently made some major improvements in our service based on Partner feedback by launching our new provisioning model which has seen numerous results and pass rates of 95% on the quality of updates! For more information, read our blog here.
Everything you need in one easy-to-use centralised place
We’ve been focusing on providing a better self-serve functionality, single workflow, fast response, and resolution times by enhancing our services on Partner Support Centre. Here is an overview of some of the features below...
SmartBill: Easy-to-use online billing system
View your latest bills online in a simple, accessible and easy to navigate way and benefit from our tailored reporting to provide meaningful data for you and your business.
Live Chat: Digital contact method for queries and greater collaboration
Interact instantaneously with our teams in a digital way, still providing an audit trail without waiting up to 24hrs for email responses. Live Chat enables quicker response times, faster resolution times with an aim for first contact resolution.
Order Tracking: Access real-time order information 24/7
Monitor and manage your orders in one place at any time of the day on your mobile or desktop PC. New order journeys have been added to the portal, these include: EFM, bandwidth changes, EoFTTC uncapped, bearer standard, bearer soft upgrades and change requests (NNI/VLAN/IP change/Shifts).
Online Case Management: Manage all your cases in one place
Online Case Management allows you to interact with cases online, uploading information to a single online record enabling a fully digital service, capturing all the information accurately upfront, so that it’s right first time.
One Customer Desk: Reduced contact routes and faster response times
OCD is an amalgamation of several teams and functions into one, multi-skilled team. This means improved response times and quicker resolutions if you have a problem. It will also be easier for you to contact us, with more informed and regular communication.
Knowledge: Keep up to date with our provisioning processes
Knowledge base includes several topics and guides that will help you understand more detail on the order journey. We have a wide range of articles that we intend to grow to ensure you have as much information and help as possible available at your fingertips.
We’re all for a plain sailing partnership. So, we’ve invested in digital tools that make it easy to support your customers 24/7. Our aim is to provide you with full transparency and everything you need all in one place - simple! We’ll continue to enhance the Partner Support Centre by adding new products and features as we continuously improve the service we deliver to you.
