You might recall that last November we put into effect what we called a ‘network IVR’ for our phone system which we described in some detail over in the blogs. This allows us to route your calls on 0845 support to any of our customer service and support agents, at either of our call centres.
This allows us to manage our call flows better and use our resources efficiently, which of course helps us to keep our costs down. It also helps us keep call waiting times to a minimum, especially at busy times of day.
One of the pledges we made was to make calls to the support number completely free for subscribers to our Home Phone service. This has of course been available for some weeks now and we’re going to try to encourage more new customers to call us on the 0845 number rather than the ‘geographic’ number. This number will be removed from the bottom of the main support page before the end of the week.
I know that this is a subject for debate and we won’t be able to please everyone but I stress that the number will remain in service for customers to use.
Don't forget to consider though, that online support via Help Assistant may be a better option for non-urgent enquiries.
