Proactive vs Reactive telco

Forums › Spark New Zealand (including Skinny and BigPipe) › Proactive vs Reactive telco

kornflake

409 posts

Ultimate Geek

#216715 9-Jul-2017 20:28

Is it just me or was there a media release from @jasonparis (or part of) that when Spark launched, Spark would be a proactive telco not a reactive one, as they had been for years under the Telecom name?

DarkShadow

1647 posts

Uber Geek

#1817474 9-Jul-2017 20:38

Every single one of Sparks DSL connections are monitored, and if there's any problems the customer will be proactively contacted to resolve the issue.

richms

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#1817503 9-Jul-2017 21:40

DarkShadow: Every single one of Sparks DSL connections are monitored, and if there's any problems the customer will be proactively contacted to resolve the issue.

How does that go down against the "spark will never call you out of the blue" statements in regard to spaming scam calls?

Richard rich.ms

DarkShadow

1647 posts

Uber Geek

#1817511 9-Jul-2017 22:02

richms:

DarkShadow: Every single one of Sparks DSL connections are monitored, and if there's any problems the customer will be proactively contacted to resolve the issue.

How does that go down against the "spark will never call you out of the blue" statements in regard to spaming scam calls?

The difference is the genuine Spark calls won't ask you for credit card info etc. But I'd imagine those scams aren't doing favours to the Proactive Assurance team.

NonprayingMantis

6434 posts

Uber Geek

#1817553 10-Jul-2017 06:59

richms:
DarkShadow: Every single one of Sparks DSL connections are monitored, and if there's any problems the customer will be proactively contacted to resolve the issue.

How does that go down against the "spark will never call you out of the blue" statements in regard to spaming scam calls?

I don't think I've ever seen that statement - do you have a linke?

kornflake

409 posts

Ultimate Geek

#1817755 10-Jul-2017 12:01

I more meant in the terms of plans, added value and pricing, I remember Jason saying this is in a media segment, I just asking as apart from when spark was initially launched, Spark have not really been the pack leader, the recent change with Vodafone and the AB's made me think of this point. Have to say the All Blacks App looks pretty cool.

As a side point gotta love the propaganda from Spark in that they say Vodafone and 2 Degrees are a sinking ship, however that makes the mind boggle as how can a company that is supposedly in not great shape, afford to be the official sponsor to not only only the Vodafone Warriors but the All Blacks, the Black Ferns, the All Blacks Sevens, the Black Ferns Sevens and the Maori All Blacks as per the statement on the Vodafone website.

DarkShadow

1647 posts

Uber Geek

#1817760 10-Jul-2017 12:05

NonprayingMantis:
richms:

DarkShadow: Every single one of Sparks DSL connections are monitored, and if there's any problems the customer will be proactively contacted to resolve the issue.

How does that go down against the "spark will never call you out of the blue" statements in regard to spaming scam calls?

I don't think I've ever seen that statement - do you have a linke?

I think he missed the second part of the statement. The full statement is "The most important thing to know is Spark will never call you out of the blue and ask for personal details like bank account, credit card, or internet banking details."

1101

3122 posts

Uber Geek

#1817780 10-Jul-2017 12:41

kornflake:

As a side point gotta love the propaganda from Spark in that they say Vodafone and 2 Degrees are a sinking ship

I'd love to see a link to that . I cant image Spark making that sort of comment publicly (unless they wanted to be sued)

:-)

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hio77

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Lizard Networks

#1818892 10-Jul-2017 14:39

Seems this thread got missed off GZ Live.

Currently I'm sitting within the Proactive area of Spark, So more than happy to answer comments on that.

in terms of the Statement above, remember to read the whole story.

The most important thing to know is Spark will never call you out of the blue and ask for personal details like bank account, credit card, or internet banking details.

In terms of proactive there are many means of outbound contact, be it Email, SMS or a phonecall.

Having taken many outbound calls i can certainly say, Yes there are some customers who are unsure and rightfully so.. If anyone receives one of these calls, they are more than welcome to confirm with the Engineer hey, What's my account number, Last bill or whatever..

There are many identifying factors you as a customer set while signing up to verify yourself when calling in... This can work as a Two way street without limits - Ofcourse there is things inplace to prevent social engineering.

In terms of monitoring, Just so it's not mistaken, This is not any monitoring on the type of data you use, it comes down to issues with connections.

I won't go into listing things currently automatically picked up as Quite honestly this would be an incomplete statement within the year.

Jasons announcement does not only cover my team too.

Happy to answer any questions within reason however..

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.