Hello, good evening and welcome. I hope that’s not trademarked by Sir David Frost, but if it is, sincere apologies Sir Frost! Anyway, it’s been absolutely ages since I did an EOD, so Kelly must be scraping the barrel to get me to write one, bless him. Since I last did one, I’ve even had a fantastic trip to Oz, taking in the (sunny) delights of  Sydney and Melbourne.

Anyway, sitting here in Manchester, I can only dream of sunnier climes, so instead of upsetting myself further, how about the EOD?

First up we have the CSC:

Hello there, my name is Clinton Nandkissoor and I am from the Faults Team down here in Durban, SA. I have been a Faults Analyst for 2 years now and can honestly say that every day brings on a new challenge for the team.

The Faults Team handles line faults be it broadband or telephony. We are responsible for the logging of your fault and then follow through with our suppliers until the issue is resolved. Our team consists of five, all of whom have exceptional broadband skills and extensive knowledge when it comes to all things broadband.

We have been working exceptionally well over the last few months and this has paid off as our fault volumes have been reduced and we are currently maintaining these levels; this is down to quick turnaround times and the hard work that is put in by the team.

Many of our customers are extremely happy with the manner in which we handle their faults and the general customer experience. This was proven by the results of our last Customer Satisfaction Survey which showed some positive results however with that being said we continuously focus on areas for improvement as we aim to be the best at what we do.

We have also been encouraging our customers to use the Online Customer Portal to either raise a fault or to check on progress and update an existing fault ticket. Apart from being far more convenient it is also cost effective and saves time. Another area that the team are focusing on is our SMS service. This is a two-way text system and we feel that this method of communication is beneficial to customers as it is easy to use and saves time on the phone.

Thanks for reading.

Your friendly Faults Team in sunny Durban.

Thank you Clinton for your update. Next up – I am not quite sure what to say – but seems that Matt in Comms does!

EEEEEEEEEEhhh, Odd.

That’s EOD in Yarkshiyer.

Today we’ve mostly been in the forums, though I know there have been some problem fixes and change controls done. Oh, I don’t know who did what, why not put all our names into a hat and assign roles for us all?

Roles:
Forums
Problems
Networks CCs
Dev CCs
Emails
Newsletter

Names:
Matt
Bob
Chris
James
(Mand wasn’t in today)

While you’re wielding the scissors and the old wooly bobble hat, why not slink over to this link and have a nosey at the latest comic?

Ta ta peeps. See you all on the morrow.

That’s all for now lovely people – have a nice evening. I am off to Cloud 23 in the Beetham Tower to watch the sun set. Can’t say fairer than that.

Ali McGowan

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This entry was posted by AliMcGowan on Thursday, March 12th, 2009 at 2:43 pm and is tagged with and is posted in the category EOD. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.