Over the past two years many Telecom companies have been using Ansaback services to handle their fault reporting calls. So much so, our in house fault reporting system is being constantly developed to meet the individual requirements of each client.

The majority of our call centre operators are trained to answer calls for reporting BT Wholesale line faults, private circuit faults, system faults and NGN line faults. In addition to this we now also have scripts in place for ADSL fault reporting, (which will act as a troubleshooting guide, with each question scripted with a relevant action/answer associated with it) and mobile faults.

The System we have in place for Wholesale line fault reporting is running very successfully and our operators are now very familiar with many different scenarios, which they are faced with on a daily basis. In order to effectively manage the faults and liase directly with the customer we regularly review and update the literature, which our faults team use. Some of the literature and procedures we have in place include:

• eCo repair user manual / help guide and updates for logging ISDN2 Line faults
• eCo web-requests
• Management of ISDN30 Line faults
• BT Errors (Fault cannot be logged against this number) – As there are quite a few messages we receive regarding this we have now started to put together scripted information for our faults team to give to the caller. We also have a descriptive document to make our team aware of what the error message actually mean
• Emergency contact numbers for Clients and Ansaback technical team

With the Telecom clients, we find it particularly important to regularly monitor the calls to make sure as much is included within the initial script as possible to avoid any problems further down the line. In keeping regular contact with our clients we are able to constantly update the script and procedures accordingly to the requirements received from the customer and therefore provide a very friendly and effective service.