iBurst Statement
Service delivery update:
How did we get here?
Towards the end of 2009 iBurst made two important business system moves, which will in the long-term delivery better value to our customers and the business, but right now are causing much frustration.
The first was the switch to our new billing system, which resulted in a number of customers being incorrectly billed. The second was moving our call centre offsite.
These two actions combined have created customer dissatisfaction as iBurst experienced a massive increase in calls to the centre by customers with billing issues. The result is irate customers unable to get through to a call centre that is struggling to deal with the volumes.
What are we doing about it?
Call centre capacity was increased by 60% during January to reduce response times, and will continue to be increased until response time is satisfactory.
The billing engine is being worked on day and night. iBurst is committed to getting this right as soon as possible. We have also allocated more staff in the back office to help resolve queries.
The subscribers who were suspended due to incorrect billing are back online. It was a very small percentage of our customer base, but this is still unacceptable. iBurst will be communicating with these customers to ensure they are up and reconnected to their satisfaction.
To help customers with resolving issues, iBurst has created another way to get in touch. Please go to the online help page (look for the “Happy With Us? Not?” link on the home page) and create a query, which will generate an automatic reference number and confirmation email.
Service delivery update:
How did we get here?
Towards the end of 2009 iBurst made two important business system moves, which will in the long-term delivery better value to our customers and the business, but right now are causing much frustration.
The first was the switch to our new billing system, which resulted in a number of customers being incorrectly billed. The second was moving our call centre offsite.
These two actions combined have created customer dissatisfaction as iBurst experienced a massive increase in calls to the centre by customers with billing issues. The result is irate customers unable to get through to a call centre that is struggling to deal with the volumes.
What are we doing about it?
Call centre capacity was increased by 60% during January to reduce response times, and will continue to be increased until response time is satisfactory.
The billing engine is being worked on day and night. iBurst is committed to getting this right as soon as possible. We have also allocated more staff in the back office to help resolve queries.
The subscribers who were suspended due to incorrect billing are back online. It was a very small percentage of our customer base, but this is still unacceptable. iBurst will be communicating with these customers to ensure they are up and reconnected to their satisfaction.
To help customers with resolving issues, iBurst has created another way to get in touch. Please go to the online help page (look for the “Happy With Us? Not?” link on the home page) and create a query, which will generate an automatic reference number and confirmation email.