After a lengthy tender process, which included site visits, reviews of their customer feedback, best practice and ease of doing business, we have chosen a new Customer Contact Centre with greatly improved staffing and technology. As of January 2018, ACN Pacific is migrating to a new Contact Centre in Manila, starting with Customer Service going live early January and Technical Support and Provisioning going live mid-January. We are excited to be working with our new Call Centre partner as they bring a wealth of experience in providing excellent customer support for brands such as Virgin Media, Dish & Apple.
For you and your customers, hopefully there will be no impact aside from an improved call experience. Our Operations team are currently training the new contact centre agents on everything ACN to ensure they have access to the tools and information required to confidently and knowledgeably assist our customers when we go live. In fact, the new team of ACN Agents has graduated from their ACN Induction course and now begin more intense product training over the next fortnight.
Aside from asking for your patience during this period, which you’ll agree is probably the best time of the year to migrate a Centre, there are a few improvements that we’d like to highlight now; customers will have the opportunity to key in their customer number & PIN when calling into the support line, which in turn will provide our agents with details of who they are talking to and prevent them from having to supply identification details on phone. Other enhancements include an automated call-back option when call queues are longer than we’d like – this will allow you to save your place in the queue and receive a call from the next available ACN agent.
Centre opening hours will change slightly with our hours of service bought in line with other operators in the broadband space, including longer hours of technical support.
Monday – Friday: 9am – 8pm AEDT
Remember: Should your customers wish to make changes to their account out of these hours, they can access MyAccount 24/7 year-round.
Monday – Friday: 9am – 10pm AEDT
Saturday – Sunday: 10am – 6pm AEDT (but we’ll maintain existing opening hours until 17 Jan)