CSR's advising fibre availability in uncompleted Northpower build areas.

Forums › Spark New Zealand (including Skinny and BigPipe) › CSR's advising fibre availability in uncompleted Northpower build areas.

K8Toledo

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#268489 22-Mar-2020 03:41

Still seeing this on a regular basis.

The transcript below was given to me by a client, looks like the reps use Spark's availability checker for NorthPower areas. Clients house is shown on map.

Could Spark please use the NorthPower site- it's far more accurate..?

Cheers :)

hio77

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Lizard Networks

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#2443549 22-Mar-2020 10:31

heya, pretty sure i've discussed this with you a few times.

this is due to a missmatch in how the values northpower supply show up.

Unfortunately in this case, the agent has mistaken the results that they get.

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K8Toledo

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#2443609 22-Mar-2020 12:07

hio77:

heya, pretty sure i've discussed this with you a few times.

this is due to a missmatch in how the values northpower supply show up.

Unfortunately in this case, the agent has mistaken the results that they get.

Yup I get that, my question is can't the reps go to NorthPower site for info....?

snnet

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#2443643 22-Mar-2020 12:47

They're not going to do that when their system spits out info to them and that's what they're trained to look at for any request of that type. It isn't just Spark CSRs that will be getting a mix up - had a customer being told at a vodafone store that their very rural address was fibre ready because they could see chorus dark fibre connecting exchanges and cabinets running along the road outside their house. These kinds of things are just going to happen unfortunately.

K8Toledo

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#2443889 22-Mar-2020 16:26

snnet:

They're not going to do that when their system spits out info to them and that's what they're trained to look at for any request of that type. It isn't just Spark CSRs that will be getting a mix up - had a customer being told at a vodafone store that their very rural address was fibre ready because they could see chorus dark fibre connecting exchanges and cabinets running along the road outside their house. These kinds of things are just going to happen unfortunately.

Vodafone Shop is a retail store, the employees behind the counter are retail sales staff. They would be the last people to know about service availability.

NorthPower are responsible for all new Fibre laid North of Kaipara, on Northpower's site is a fantastic progress map with up to date information. I use it regularly, so why not RSP's?

snnet

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#2443905 22-Mar-2020 16:42

Because they obviously haven't organised the data in a way that can be integrated into telco's systems like other LFCs have. So maybe take it up with Northpower. A CSR isn't going to go to an external web site when they've got something showing information right in front of them -- as they have been trained to look at.

And FYI the tools the retail shops have for availability are the same tools the CSRs have.

quickymart

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#2443927 22-Mar-2020 16:59

K8Toledo:

snnet:

They're not going to do that when their system spits out info to them and that's what they're trained to look at for any request of that type. It isn't just Spark CSRs that will be getting a mix up - had a customer being told at a vodafone store that their very rural address was fibre ready because they could see chorus dark fibre connecting exchanges and cabinets running along the road outside their house. These kinds of things are just going to happen unfortunately.

Vodafone Shop is a retail store, the employees behind the counter are retail sales staff. They would be the last people to know about service availability.

NorthPower are responsible for all new Fibre laid North of Kaipara, on Northpower's site is a fantastic progress map with up to date information. I use it regularly, so why not RSP's?

Kerikeri? Kaitaia?