Orange Case Study
Broadband Consumer services
What do we do?
Ventura and Orange have been working together to deliver customer service for their broadband customers since 2001. Orange were looking for a partner who could supply a multi channel contact centre, email function and customer support centre services The contact centre has grown rapidly since inception.
What services do we provide?
We provide a wide range of broadband services for our client:
Customer management
- Handling incoming customer service calls
- Billing and queries
- Technical queries
- Escalations: 2nd line support and case management for complex customer queries
- Support to retail outlets for any customer or staff broadband queries
- Fault Manager: A team is in place to resolve broadband line faults to reconnect customers
- Customer complaints
- Administration teams: Financial adjustments, support to the Orange Executive Office
- Ventura are currently running a text pilot for Orange
Knowledge coaches support all of the above to deliver great service.
Document management
- Production of customer letters and emails
- Provisioning Support: Back office function for new registrations, broadband service set up requests, regrade and move house requests
- E-mail and correspondence handling for Broadband customers
IT
- Ventura have developed a call logger which is used for productivity and financial adjustments reporting
What are the benefits?
As Top Outsource Supplier for 2009 Ventura has provided Orange with some significant benefits:
- High performance
- Great quality
- Integrated customer care, retention and technical support
- Customer feedback tools now enable improved customer contact
- Stable and sustainable customer service during growth periods
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