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Fibre Optic ISP Gigaclear Improves Rural UK Customer Support

Thursday, June 9th, 2016 (11:43 am) - Score 661

Gigaclear, which deploys Gigabit class FTTP broadband to rural areas across the United Kingdom, claims that it can now answer 90% of calls within just 30 seconds after adopting new technology. The upgrade is necessary because they expect to quadruple their customer base in the next 12 months.

At present the ISP owns and operates 60 rural fibre optic networks with 25 more under construction (i.e. they could reach 40,000 premises by the end of 2016), but as their coverage increases then so do subscribers and naturally that requires extra staff and improvements to customer service / support.

In keeping with that Gigaclear has adopted the ‘ContactWorld for Service’ from cloud technology provider NewVoiceMedia, which according to a recent case study has introduced a number of improvements that should help the ISP to keep up with their ever increasing customer base.

As a result the ISP has already reduced their call abandonment rates to less than 5%, ensured that their team can handle double the number of emails and now answer 90% of calls within just 30 seconds. Mind you it’s not clear what the figures were at before the new system.

Keith Floodgate, Gigaclear’s Head of Customer Care, said:

“We’re delighted that we’re able to answer 90 percent of calls within just 30 seconds. People don’t want to wait in queues. We track abandoned calls and the percentage of calls answered and have very stringent targets which we now routinely meet, meaning customers get a better service and hopefully, the outcome they’re looking for.”

End.

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By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
Leave a Comment
4 Responses
  1. chris conder says:

    Great stuff, doing it properly. Go Gigaclear. There will be very little technical support needed, due to it being a real fiber connection, the majority of support will be for wifi, because people think it can go through fishtanks, mirrored walls, foil backed insulation and four foot thick damp cottage walls. Wifi is a dark art, and repeaters are a menace, access points need configuring etc and indoor networks at the customer premises are a minefield.

    1. gah789 says:

      I wonder what proportion of support requests are driven by WiFi and related problems. In our experience, the majority. But, then, do you refuse to deal with them? The result is lots of unhappy customers because the “internet” is down. On the other hand, the cost of dealing with such support problems is high unless or until you can get customers to recognise that your service stops at the point of entry.

  2. New_Londoner says:

    Some of the customer comments and complaints on the Gigaclear Facebook page suggest that it is suffering from more than just wifi queries.

    1. Karl says:

      Best you not go look at precious BTs facebook page if facebook is anything to go by with regards to how well a product is functioning. LOL

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