TalkTalk

TalkTalk

TalkTalk, the broadband arm of The Carphone Warehouse, acquired Sardinian based Tiscali in 2009 which means that they are now amongst the largest overall providers in the UK.

The TalkTalk Telecom Group PLC has over 4million broadband customers and over a million voice only and narrowband customers marketing to residential customers over the ‘TalkTalk’ and ‘AOL’ brands providing broadband, phone and mobile solutions.

Why did TalkTalk choose to partner with KC Contact Centres?

As rapid expansion and acquisition of other branded ISPs continued, TalkTalk became one of Europe’s leading ISPs - but the consequence of this was the inheritance of a variety of helpdesk support suppliers in addition to its own newly developed in-house facilities.

TalkTalk’s key objective was to now raise the profile of the customer service record handed down to it from Tiscali and to become a forerunner in the UK for help desk provision.

How has KC Contact Centres been able to help?

KC Contact Centres provided technical helpdesk support from 08.00 to midnight, 7 days a week. They tailored the service to meet TalkTalk’s specific requirements which allowed TalkTalk to confidently offer customers an assured support service and grow its reputation for being a supplier that puts its customers’ needs first.

As the partnership expanded, KC Contact Centres took on the handling of all customer service enquiries via phone and email and this reached beyond technical trouble-shooting into customer sign-ups, billing and payment enquiries. KC Contact Centres also ran an administration centre that was set up to deal efficiently with enquiries and sign-ups via ‘white mail’. 

In order to provide the most responsive service possible, KC Contact Centres set up a ‘client action’ team and created specific partnership streams to allow TalkTalk to deal directly with a relevant contact in operations, HR or IT. This gave KCCC a reactive, scalable framework, allowing support to evolve in line with the growing and changing needs of TalkTalk. This simply allowed KCCC to get to the heart of where our support was needed the most and identify areas where TalkTalk services could be streamlined. As part of this process KC Contact Centres implemented TalkTalk’s Siebel CRM system enabled TalkTalk to consolidate the various databases of the acquired ISPs and provide a single view of their entire customer base. 

This unified approach towards customer service allowed TalkTalk to simplify customer and billing information and provide a more efficient call handling service. And, as TalkTalk launched new services and enhanced existing ones, the KC Contact Centres business analysis team investigated the impact of the changes. KC Contact Centres set new call handling procedures to ensure the integration of the new services was correctly managed and worked with call centre advisors to ensure they had the necessary skills and support needed.

Finally, KC Contact Centres implemented a central knowledge database so that rapidly changing information could be quickly and easily shared between members of the customer facing team. This included easy-to-access daily updates on product information, problem resolutions and network status information.

Key benefits of KC Contact Technical Helpdesks

Coherent customer service – TalkTalk saw immediate benefits from a unified and consistent approach to customer service, product information, processes and procedures.

Specialist teams – We go a long way to ensure that every connection our people make on your behalf enhances your customers’ experience. For TalkTalk, that meant having the right people for a specific role, whether that’s technical support teams with a flair for problem solving or, customer service advisors who know how to make every contact count.

Flexibility where it counts – KC Contact Centres delivered flexible resourcing that was in tune with TalkTalk’s growth ambitions and growing customer base. We were able to constantly re-asses and re-align to reflect the very latest call profiles.

Ready and waiting

Reactive, responsive and run by a highly trained, ‘ready-to-respond’ team, KC Contact Centres specialise in meeting a diverse range of challenges, and to support your operations all day, every day.