Originally Posted by coolmark18:
“Umm source?”
intranet for employees
PAYM chargeable customer service trial – what’s happening?
From 23 April we will be charging a small number of our PAYM customers when they call customer services.
5000 PAYM customers will be selected, and they will receive a letter on or around 22 March explaining that from 23 April they will be charged at 12p per minute each time they make a call to customer services.
In the letter we’ll also be reminding them of the web self serve options available via Your Account on orange.co.uk.
This is a trial and it will last until the end of June – we want to find out whether we can get more customers to use our self service systems, and reduce the numbers calling the centres.
By reducing the number of calls we get, we want to improve the customer experience for those who still need to call us, reducing the wait to get through, and giving you more time to deal with queries that can’t be dealt with by self service.
The customers do not know that they are part of a trial – in order for us to get realistic results, it’s important that you don’t tell them.