Openreach to reduce missed UK engineer visits with direct contact system


Wednesday, July 20, 2022 (8:53 a.m.) – Score 192

Good news. Openreach has announced that its direct contact program with end customers is leaving the trial phase and will soon begin to be adopted by broadband ISPs as part of their normal activities, which will improve the level of contact established between the operator network and consumers for certain installations and repairs. work.

The direct end-customer contact system has long aimed to reduce common problems, such as missed appointments with an engineer, by sending an SMS (text) and/or fixed voice message with a reminder of the appointment coming. Additional guidance on what to expect on the day may also be included.

The system will now be an integral part of Openreach’s product processes, and all UK ISPs will be enabled by default. “We will be transitioning to using direct contact with the end customer as part of our regular processes from October 18, 2022“said Openreach in its last briefing.

Many broadband providers are already using it, so the transition should be pretty smooth. Openreach added that they will continue to “to provide a roadmap of enhanced functionality and additional use cases, both directly through this program and as a catalyst for further product or process development.”

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