Powering up your provisioning delivery performance

Powering up your provisioning delivery performance

Our new operating model: Powering up your provisioning delivery performance

At TalkTalk Wholesale Services, we’re on a mission to be easy to do business with. We want to enable your business to spend less time resolving issues and more time winning. Your feedback is extremely important to us, and we use it to improve our service and products every year for you and your customers. Following your feedback, we’ve made some big improvements to our service. Our teams have been busy improving our provisioning delivery performance to all our Partners, and we’re excited to share with you how well our new provisioning model changes have gone.

Making it simple and easy for our Partners

On our journey to be “Easy to do Business With”, we’ve introduced a brand-new provisioning model which includes new delivery specialists to enhance the service we offer. The transition to the new operating model has been incredibly successful, here’s a look at our key improvements:

 

Broadband

We’ve been increasing automation and improving our processes providing faster response times and resolution times for you and your customers.

  • We are 42% Faster on proactive orders updates
  • Resulting in 36% reduction in tickets raised by our Partners
  • We are 45% Faster on your ticket responses
  • We respond to escalations within 3 hours
  • Our escalation rate remains low at 1.1%

E-Access

All our E-Access products are now fully digitised with 43% of order journeys automated, which has resulted in reduced MTTP (Mean Time to Provide) and handover times.

  • TalkTalk Wholesale Services are 8 DAYS QUICKER THAN INDUSTRY on EAD MTTP
  • We continue to have EAD fluidity better than industry – TalkTalk 71% vs 60% Industry
  • We are 45% faster on response times for Online Cases
  • We have seen large reduction in level 2 and 3 Jeopardy cases.

Quality

Our number one priority during this transition has been quality. We’ve been busy ensuring we continue to deliver the high-quality service our Partners expect and we’re happy to announce we are seeing pass rates of 95% on the quality of updates!

 

Operating Model

 

We will continue to enhance our new operational model as we improve the service we deliver and making it simpler, better, and faster for our Partners and your customers. For more information on our new provisioning model and new delivery specialists, please contact your Account Manager.