Xoserve Contact Centre Telephone Number Changes and Implementation Details
In preparation for moving away from National Grid-owned telephone numbers, Xoserve is procuring replacement numbers to minimize the impact on customers. They have engaged with their service provider Puzzel to ensure a smooth transition. Affected telephone services and the actions being taken to inform customers of the changes are outlined, with a target go-live date set for Monday, 22nd February.
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Presentation Transcript
Xoserve Contact Centre Telephone number changes
Background Xoserve utilise a range of National Grid owned telephone numbers In order to service some of our Contact Centre services Appropriate timing to move away from this arrangement Various options were explored to enable separation The cleanest requires Xoserve to procure replacement numbers
Background The only foreseen disadvantage is the impact to customers Hence the need for a communication strategy We have engaged with our current service provider Puzzel Who have committed to support provision of new numbers Ensuring the impact of these changes are minimal
Affected Telephone services Telephone service Existing Number New Number Data Search Helpline 0121 713 4901 0121 260 2890 Industrial and Commercial Helpline 0121 713 4902 0121 260 2891 CMS Helpline 0121 713 4903 0121 260 2892 Shipperless & Unregistered Helpline 0121 713 4904 0121 260 2893
Actions Inform affected customer segments Underway Apply messages re. change of number on existing lines From January 21 Understand where current phoneline numbers are published Underway
Actions Formal written communication to customers advising of changes During January 21 Advise existing customers of number changes during calls During February 21 until go-live
Implementation date Target Go Live date Monday 22nd February
