Illsley, who has been in his post at Telewest barely two months, said his company has "a long, long way to go," and was prioritising customer service, reducing churn, and sorting out a digital platform for TV.
Operators had complained that although the regulator had already outlined SLAs to BT, the levels the telco had offered were totally inadequate. He added that the proposed service levels would achieve this end and claimed operators could now...
By this, we mean basic predictable processes should be automated wherever possible, as this allows the customer to gain rapid response and resolution of their issues. Many other companies offer fantastic levels of customer service - forgetting the...
The fact that we would be using a single provider with full responsibility for the network and resolution of any network-related problem was another major factor in our decision,” he said in a statement.
In turn, this would allow enterprises to analyse certain habits, such as spending patterns and product preferences, and then use this knowledge to offer additional products and services, thereby maintaining and (hopefully) enhancing revenue streams.
Contributor Stewart Baines examines the plan, called 21CN, and what it means to customers and competitors. Along with reducing phone bills, VoIP has been seen as a way to converge voice and data onto one network.
Did you find this white paper useful? 1 out of 3 users found this white paper useful
White Paper RSS
Download
Register
