Telinet's customer service group provides a professionally managed national helpdesk service acting as a single point of contact for customers with technical questions. Covering areas such as telephone support, service ordering, fault reporting and network management.
To ensure service remains at the highest level, Telinet has implemented a two-tier customer support system. In the first instance, Telinet's 0800 652 1001 number refers customer enquiries to the Telinet Helpdesk. If the query cannot be dealt with simply, the customer is quickly referred to our in house technical support team. Having implemented this system Telinet has been reducing response and clear times year on year.
We monitor every call into our service desk and track it from start to finish. Our helpdesk team works to challenging service level targets to endeavour to clear all calls well within our contractual time. Telinet has implemented a scheme of performance related pay to ensure that all our service staff are incentivised to exceed customer service expectations.
Our Support Services Agreements are based on years of experience working with our customers and understanding their specific needs. Our Support Services Agreement and other optional services provide a broad base of support services to accommodate virtually every customer need. Moreover, if a client has a unique support requirement, Telinet will work with that customer to develop a customised support plan to meet their specific operational needs.
A Comprehensive Support Services Agreement provides you, the customer, with complete hardware and software Support coverage. A single call to Telinet will assure quick resolution to questions or system performance problems whether it's a hardware or software issue. Coverage includes:
- On-Site Remedial Support
- Telephone Technical Assistance
- Rapid response
- Travel costs
Telinet Expertise
All Telinet staff are well trained and accredited to
support the products in our portfolio. Telinet prides itself
as having some of the best technical expertise in the industry,
particularly in voice processing and computer telephony
Applications (CTI). Several of our staff have previously
held senior support and product development roles within
AVAYA who are one of our key partners.
Telinet believes that it's ratio of Technical
Staff to support contracts is amongst the highest in the
industry enabling us to be able to offer high levels of
support at all times.
24 x 7 Coverage
All customers can access Telinet service 24 hours a day 365 days per year regardless of what type of service contract they have.
Unless a customer business is a 24 hour operation, it may
be highly unlikely that they would need an out of hours
service call, and should opt for a standard contract. If,
one day, they are working late and suddenly should their
system develop a fault, they can be assured that Telinet
is just a phone call away and would be able to rectify the
call on a chargeable basis.
Fault Reporting
Service calls reported to Telinet are assigned a case number for tracking purposes. All calls are monitored and may be escalated based on the severity and length of time the call has been open. Cases are not 'closed' until the customer agrees that a satisfactory solution has been reached.
All service calls can be logged via the following methods:
- By Telephone via the Helpdesk 0800 652 1001
- Through your Telinet Account Manager
- Via the Telinet Website
- Via email
During contractual operational hours a Telinet helpdesk
technician will take 'Ownership' of service calls within
10 minutes of being logged. Each logged call is acknowledged
by email.
After a call is logged, you will receive an emailed confirmation,
stating the Log (case) number and the details of the call.
National Coverage
Telinet is able to provide a national coverage, through a network of field based support engineers and strategic partners in remote locations.
Escalation
We appreciate that any fault is disruptive and therefore
we are committed to identifying and rectifying the fault
using our dedicated trained helpdesk staff and engineers
as quickly as possible. Our helpdesk uses the latest Customer
Relationship Management (CRM) technology to provide the
service we feel you deserve.
Once a fault has been logged you will be allocated a dedicated
helpdesk advisor who will keep you updated as to the actions
being taken to remedy the fault.
In short, depending on the type of fault, your dedicated
helpdesk representative will either:
- Schedule an engineer - you will be given an estimated arrival time for the engineer
- Remotely access your switch (if this service is available) and rectify the fault
- Talk you through any programming changes required
- The moment any fault has been reported, it will become our problem and you can be sure we will deal with it promptly and efficiently
Remote Support
All systems supported by Telinet are equipped with remote access, either via dial up modem, ISDN dial up or via a network connection. This assists in rapid fault diagnostics and reprogramming.
Customer Site Records
Telinet electronically store concise records on our customer's system configuration and network details. Every time a system is upgraded, the configuration is automatically amended and hence kept up to date. This information is available to Telinet staff at the click of a button and can assist them in understanding your site.
Network Services Management
Regardless of whether the fault is a hardware problem or a fault with the network services provider, all telephony problems can be directed towards the Telinet helpdesk. We will analyse the problem and, if we believe it to be a network fault, we will escalate the problem on your behalf with the carrier.
If the problem is a BT problem, Telinet have a priority fault escalation procedure with BT as accredited BT partners. If the problem is due to a least cost routing issue, Telinet can normally re-route calls to rapidly restore service.
Case Tracking
All logged cases are tracked via our fault tracking application. Each case includes a full audit trail of all the actions taken by Telinet staff towards resolving the issue. The application calculates response and clear times and tracks our performance against target.
Requests for on-site assistance, when deemed appropriate
by the Telinet support representative, are dispatched by
Telinet upon assignment of a customer case number.
Knowledge Base
Telinet has a vast knowledge management system, to store and retrieve technical knowledge, which has been accumulated over several years. All Telinet helpdesk staff can easily access any of this information through a system of keyword search. The knowledge base enables all staff to quickly get answers to some of the more obscure problems encountered, which can be invaluable in achieving rapid fault clearance. The items stored include:
- All AVAYA Technical Bulletins, Reseller Updates and Technical Tips
- Unusual previous cases
- Knowledge gained from some of the technical experts within the company
Call Completion
Once Telinet close a maintenance case, an emailed report is automatically generated to our customer stating the actions taken and a summary of the fault resolution. (See Overleaf)
A random selection of cases (around 40%) receive
a courtesy call to enable us to measure customer satisfaction.
Customer happiness is one of the key performance indicators
to which performance related pay is based.