Telnet expands faults services - Telnet - ContactCenterWorld.com Blog
Energy News editor Gavin Evans recently interviewed Telnet CEO John Chetwynd on Telnet’s expansion of its fault services for the energy industry.
Fault calls are a speciality of Telnet’s that firms in the industry are increasingly happy to let it handle. He says the company has a number of advantages – a 24-hour operation, outbound calling staff who can switch to pick-up incoming fault calls, and detailed calling systems and faults software, many linking straight into clients’ customer management systems. About 60 staff working from home around the country also assists with the key element of fault calling – scalability.
“One of the really important things in the utility space is to be able to grow and shrink your call centre workforce rapidly, depending on events that can occur,” Chetwynd says.
Chetwynd says the needs of a fault caller have not changed in 20 years – they basically want to be sure that their supplier knows they have no power, and they want to know when it will be back on. But he says the range of tools available for communicating with their supplier has changed fundamentally. While many still call, a lot will also text now. Many firms are developing more fault information through their websites, while some networks have developed their own outage apps. Chetwynd says apps provide quite rich information and will continue to get better.
He cites the firm’s UFM – utilities fault management system – as a tool Telnet has developed to streamline its fault handling and the transfer of data to retailers and networks. Chetwynd says a customer will ring in for a certain retailer and the system will identify the network they are on, the actions needed to be taken, and where the details are to be logged. For some clients Telnet agents are logging the details directly into their customer relations management systems. Chetwynd says dealing with faults calls quickly and accurately is key, both for retailers and for network companies watching their SAIDI numbers.
In the past year Telnet handled more than 650,000 fault calls and answered more than 80 per cent of them within 20 seconds.
The full article can be viewed here Energy News 1 Dec 2015 – Telnet expands faults services
Publish Date: December 10, 2015 5:00 AM
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